Drivers Of Customer Satisfaction Research Articles

Online Room Booking System for HotelVilla18

ABSTRACT: The hospitality industry has undergone a significant transformation with the advent of online booking platforms, reshaping the way travelers search for and book hotel accommodations. This research paper investigates the role of hotel booking web development in enhancing user experience and business efficiency within the hospitality sector. The study focuses on evaluating the user interface, usability, real-time availability, pricing transparency, secure payment processing, and booking management systems of hotel booking websites or applications. A mixed-method approach is employed, combining quantitative analysis of user behavior and system performance metrics with qualitative insights from user surveys, interviews with industry experts, and case studies of successful booking platforms. The findings contribute to understanding best practices, user preferences, technological advancements, and business strategies in hotel booking web development. The outcomes of this study are valuable for hoteliers, web developers, policymakers, and researchers aiming to optimize the online booking experience, drive customer satisfaction, and achieve business success in the digital era. Keywords– Online Room Booking, Hotel Reservation System, Instant Hotel Booking, Secure Hotel Booking.

A Topic-Based Segmentation Model for Identifying Segment-Level Drivers of Star Ratings from Unstructured Text Reviews

Online reviews provide rich information on customer satisfaction, displaying various numeric ratings as well as detailed explanations presented in written form. However, analyzing such data is challenging due to the unstructured nature of text. This article introduces a novel machine-learning method for identifying interpretable key drivers of star ratings from text reviews, which might vary across segments. By adopting the Ising model prior to account for dependence between words, the model simultaneously achieves segmentation, identifies segment-level key topics (i.e., groups of frequently co-occurring words), and estimates the impacts of the selected words on the ratings. The authors first demonstrate that the proposed model successfully identifies segment-specific key drivers of customer satisfaction using illustrative simulated review data. Then, the authors utilize real-world reviews from Yelp for empirical applications. When applied to online reviews of 5,241 Arizona-based restaurants, the model identifies three distinct restaurant segments, each characterized by three to five important topics. The model's performance is evaluated against six benchmark models, encompassing various topic models and latent class regression with variable selection. The comparison results emphasize the proposed model's unique advantages in prediction, interpretability, and handling heterogeneity. Additionally, the authors demonstrate the applicability of the model in examining customer segmentation for individual restaurants.

Save the Bank: Centralized Digital Bank — Centralization and Digitalization as Strategic Imperatives

This thesis explores the transformation of traditional banks into centralized digital banking systems as a strategic response to the burgeoning challenges posed by decentralized finance (DeFi) technologies such as blockchain and cryptocurrencies. As these technologies disrupt traditional financial paradigms, offering more direct, efficient, and transparent financial services, traditional banks face increasing pressure to adapt and evolve. This work argues for the necessity and feasibility of centralized digital banking as a comprehensive countermeasure to DeFi. Through a detailed examination of current banking challenges, including inefficiencies in customer service, transaction processing, and compliance, the thesis proposes a model of banking that leverages centralization and digitalization to address these issues. The proposed model not only enhances operational efficiency and customer engagement but also fortifies the banks’ competitive edge in a digital economy. Furthermore, the thesis discusses the long-term implications of such transformations, predicting that centralized digital banks will not only coexist with DeFi platforms but may also lead the financial services industry by adopting innovative technologies that drive customer satisfaction and operational excellence. Recommendations are provided for both banks and policymakers to foster an environment conducive to the development of robust, secure, and customer-focused digital banking services. In summary, this thesis affirms that centralized digital banking is not merely a defensive strategy against the rise of DeFi but a forward-looking approach that will define the future of banking.

Save the Bank: Centralized Digital Bank — Centralization and Digitalization as Strategic Imperatives

This thesis explores the transformation of traditional banks into centralized digital banking systems as a strategic response to the burgeoning challenges posed by decentralized finance (DeFi) technologies such as blockchain and cryptocurrencies. As these technologies disrupt traditional financial paradigms, offering more direct, efficient, and transparent financial services, traditional banks face increasing pressure to adapt and evolve. This work argues for the necessity and feasibility of centralized digital banking as a comprehensive countermeasure to DeFi. Through a detailed examination of current banking challenges, including inefficiencies in customer service, transaction processing, and compliance, the thesis proposes a model of banking that leverages centralization and digitalization to address these issues. The proposed model not only enhances operational efficiency and customer engagement but also fortifies the banks’ competitive edge in a digital economy. Furthermore, the thesis discusses the long-term implications of such transformations, predicting that centralized digital banks will not only coexist with DeFi platforms but may also lead the financial services industry by adopting innovative technologies that drive customer satisfaction and operational excellence. Recommendations are provided for both banks and policymakers to foster an environment conducive to the development of robust, secure, and customer-focused digital banking services. In summary, this thesis affirms that centralized digital banking is not merely a defensive strategy against the rise of DeFi but a forward-looking approach that will define the future of banking.

Marketing, communication, banking, and Fintech: personalization in Fintech marketing, enhancing customer communication for financial inclusion

This paper explores the intersection of marketing, communication, banking, and fintech, with a focus on personalization in fintech marketing and enhancing customer communication for financial inclusion. Financial technology (fintech) has revolutionized the way financial services are delivered, offering innovative solutions that cater to diverse customer needs. One key aspect of this transformation is the emphasis on personalized marketing strategies, which enable fintech companies to engage with customers on a more individualized level, driving customer satisfaction and loyalty. Personalization in fintech marketing involves tailoring products, services, and communications to meet the specific needs and preferences of customers. This approach not only enhances the customer experience but also increases the likelihood of customer retention and acquisition. Fintech companies leverage customer data and advanced analytics to segment their audience and deliver targeted messages and offers, effectively addressing customer pain points and driving engagement. Moreover, effective customer communication is essential for promoting financial inclusion, particularly among underserved populations. Fintech companies can use various communication channels, such as mobile apps, social media, and chatbots, to reach customers who may have limited access to traditional banking services. By delivering relevant and timely information, fintech companies can empower customers to make informed financial decisions and improve their overall financial well-being. The paper also discusses the role of banking and fintech partnerships in driving financial inclusion. By collaborating with traditional banks, fintech companies can leverage existing infrastructure and customer networks to reach underserved communities. These partnerships enable fintech companies to offer innovative financial products and services to a broader audience, contributing to greater financial inclusion and economic empowerment. In conclusion, personalization in fintech marketing and effective customer communication are key drivers of financial inclusion. By adopting these strategies, fintech companies can better engage with customers, tailor their offerings to meet specific needs, and ultimately, contribute to a more inclusive financial system. Keywords: Fintech Marketing, Customer Communication, Financial Inclusion, Personalization, Banking.

Important drivers for customer satisfaction – a Swedish crisis reflection

Purpose The purpose of this study is to examine crisis effects on customer satisfaction and underlying drivers by adding a new set of data to previous research. The core questions are: are the findings from Hallencreutz and Parmler (2019, 2021) sustained or can new customer demands, needs, expectations and behaviours be traced in the wake of the ongoing crisis? Design/methodology/approach A first study covering 2005–2017 was completed in 2018, published online in 2019 and in print in 2021 (Hallencreutz and Parmler, 2021). This new study adds the years 2018–2023 to the data set and reuses the partial least squares (PLS) approach to structural equation models, also known as PLS path modelling. Findings This additional study sustains the results from the initial study (Hallencreutz and Parmler, 2019, 2021). The variable product quality has been substituted by service quality as one of the most crucial drivers for customer satisfaction together with brand image, and the current state of permacrisis has not changed that. Research limitations/implications The study is built on Swedish data from the EPSI Rating Initiative (Eklöf and Westlund 2002) covering customer perceptions in banking, insurance (life and non-life), telco (mobile operators, broadband and Pay-tv) and energy (trade, distribution and heating) over the years 2005–2023. Practical implications The study emphasizes the importance of understanding how customer satisfaction drivers evolve over time in different industries and societal sectors, especially during crises. This additional study sustains the paradigm shift in the studied industries – product quality has been substituted by service quality as one of the most crucial drivers for customer satisfaction, and the current state of economic downturn has not changed that. Social implications Society will have to learn to live with political and economic instability and unpredictability for the foreseeable future. To recognize the increasing value deriving from firms’ intangible assets while providing flawless deliveries seems to be a way forward in troublesome times. This is also a catalyst for existing societal trends: the necessary reforms to master sustainable transformations will require an ongoing adaptation process, with both winners and losers across continents. Originality/value The world has coped with a global pandemic, and Europe is currently experiencing a humanitarian, political and economic crises caused by a war in Ukraine. This extended period of global instability and insecurity could be called a permacrisis (Collins dictionary, 2022). This study offers a unique quantitative analysis built on Swedish data from EPSI Rating initiative.

Quality of Omnichannel Integration and Perceived Value as Drivers of Customer Satisfaction and Loyalty Study at BNI Bank

Quality of Omnichannel Integration and Perceived Value as Drivers of Customer Satisfaction and Loyalty Study at BNI Bank

Drivers of loyalty and consumer satisfaction with shearing urban mobility services: Carsharing, ridesharing, bikesharing, and kicksharing

Aim. To identify drivers of loyalty and consumer satisfaction with urban mobility shearing services.Objectives. To determine the characteristics of the use of shearing services; to formulate issues for shearing services that require priority attention; to identify drivers of loyalty and barriers to the use of shearing services, as well as drivers of user satisfaction with shearing services; to formulate recommendations for the development of the quality of shearing services.Methods. The authors applied the method of sociological survey (with participation of 615 respondents who use urban mobility sharing services at least once a year). The NPS index was used to identify drivers of loyalty, CSI index was used to detect drivers of customer satisfaction. The study was conducted in the context of such sharing services as carsharing, ridesharing, bikesharing and kicksharing, taking into account the relevant specific determinants of the quality of sharing services. The results were processed using general scientific methods of analysis and synthesis of information. Results. Users are loyal to carsharing, bikesharing and kicksharing, but not loyal to ridesharing. However, they are satisfied with ridesharing services in all four segments. The main drivers of loyalty were the convenience of using the services as an alternative to public transportation and the relative cheapness of the service. Respondents consider safety issues to be the main barrier. To a greater extent, consumers are satisfied with the technical side of the use of sharing services (we are talking about the convenience of the mobile application, confidentiality of personal data, technical condition of the car). Consumers are less satisfied with the speed of registration, loyalty programs, and the cost of insurance.Conclusions. Due to the fact that users are not loyal to ridesharing, operators of these services should primarily pay attention to safety during the trip, social capital of drivers (rating system), as well as the variety and number of available routes. In general, the area of growth of competitiveness of the shearing services on transport can be traced in the improvement of product metrics of web and mobile versions of applications, development of loyalty programs and pricing of insurance products

Analyzing the Determinants of Guest Experience in Istanbul's Airbnb Market: An Advanced Topic Modeling Approach via Latent Dirichlet Allocation

This study embraces an inductive approach to comprehensively examine the various factors influencing customer experience and satisfaction in Istanbul's rapidly evolving accommodation-sharing economy, with a specific focus on Airbnb. The research undertakes an extensive analysis of a substantial dataset comprising 508,746 Airbnb reviews collected from Istanbul, marking a significant endeavor in understanding the nuances of customer preferences and expectations in this domain. The process begins with a thorough preprocessing of the textual data, ensuring clarity and relevance in the information analyzed. Following this, the study employs Latent Dirichlet Allocation (LDA), a sophisticated statistical model, to identify and extract 32 distinct topics from the user-generated content. These topics, embedded within the reviews, provide a rich source of insights into the guest experience. The extracted topics are systematically categorized into several key dimensions, offering a structured framework for analysis. These dimensions include detailed assessments made by guests, locational attributes of the accommodations that range from central urban areas to more peripheral locations, and both the tangible and intangible aspects of the Airbnb listings. Additionally, the study examines the management practices of the hosts and the overall quality of service, factors that are crucial in shaping guest satisfaction. Each of these dimensions offers a lens through which the intricate aspects of customer experience in the shared accommodation sector can be understood and evaluated. To explore deeper into the intricate relationships among these topics, the study employs hierarchical Ward Clustering. This statistical technique is instrumental in revealing the complex interplay and subtle connections between the various topics. Such an approach is pivotal in elucidating the multifaceted nature of customer experience in the peer-to-peer accommodation context. The analysis aims to provide a comprehensive and layered understanding of the determinants that shape guest experiences in Istanbul's Airbnb sector. By offering a detailed, multi-faceted perspective on the drivers of customer satisfaction, this study contributes significantly to the body of knowledge in the field, enhancing the understanding of key factors that influence guest experiences and satisfaction in the dynamic and diverse landscape of Istanbul's accommodation-sharing economy.

Nexus between perception, purpose of use, technical challenges and satisfaction for mobile financial services: theory and empirical evidence from Bangladesh

Purpose This study analyzed the relationship between mobile financial services (MFS) usage and customer satisfaction with MFS in Bangladesh, considering perception, purpose of use and technical challenges as the primary factors influencing customer satisfaction with MFS. The aim is to determine the factors most influencing the use of MFS.Design/methodology/approach Data were collected from 400 MFS users through a structured web survey using snowball sampling that is consistent with the nature of MFS users who are difficult to identify or locate. Structural equation modeling (SEM) was used to analyze the data and evaluate the reliability and validity of the measurement model.Findings The results show that customers’ perceptions and satisfaction significantly impact their intention to use MFS. Specifically, customers’ perceptions strongly influence their satisfaction with MFS, and the purpose of use significantly predicts both perception and satisfaction. Technical problems and challenges were found to have no significant impact on satisfaction levels, but other factors were more critical. Furthermore, the integration of innovative technological solutions is crucial for fostering sustainability in MFS, as it enhances reliability and efficiency while minimizing environmental footprints.Research limitations/implications The study was conducted in a single country, relied on self-reported data, and used a cross-sectional design, which limits the ability to draw causal inferences. Future research could explore the factors that influence customer satisfaction with MFS in different countries and regions and incorporate additional variables to provide a more comprehensive understanding of the drivers of customer satisfaction with MFS.Originality/value This study significantly contributes by extending the technology acceptance model (TAM) framework with the innovation resistance theory, offering a nuanced understanding of MFS adoption. The findings challenge conventional wisdom, highlighting the limited impact of technical problems on satisfaction and emphasizing the central role of user perceptions in shaping satisfaction and intention to use.

ENHANCING CUSTOMER SERVICE IN SATELLITE TELECOMMUNICATIONS: A REVIEW OF DATA-DRIVEN INSIGHTS AND METHODOLOGIES FOR PERSONALIZED SERVICE OFFERINGS

Enhancing customer service in satellite telecommunications is a critical focus area for companies seeking to differentiate themselves in a competitive market. This Review reviews data-driven insights and methodologies aimed at delivering personalized service offerings to satellite telecommunications customers. Personalized service offerings leverage data analytics to tailor services to individual customer needs and preferences. By analyzing customer data, such as usage patterns, service history, and feedback, satellite telecommunications companies can gain valuable insights into customer behavior and preferences. These insights enable companies to offer customized services that meet the specific needs of each customer. Data-driven insights play a crucial role in enhancing customer service in satellite telecommunications. By analyzing customer data, companies can identify trends and patterns that help them understand customer needs and preferences better. This understanding enables companies to develop personalized service offerings that resonate with customers and drive customer satisfaction and loyalty. Methodologies for delivering personalized service offerings in satellite telecommunications include predictive analytics, machine learning, and artificial intelligence. Predictive analytics enables companies to forecast customer behavior and anticipate future needs, allowing them to proactively address customer needs. Machine learning algorithms can analyze large volumes of customer data to identify patterns and trends that would be difficult for humans to detect. Artificial intelligence can enhance customer service by enabling companies to automate processes and provide personalized recommendations to customers. In conclusion, enhancing customer service in satellite telecommunications requires a data-driven approach that leverages insights and methodologies to deliver personalized service offerings. By analyzing customer data and using advanced analytics and AI technologies, satellite telecommunications companies can tailor services to individual customer needs and preferences, driving customer satisfaction and loyalty.
 Keywords: Customer Service, Satellite, Telecommunications, Data-driven, Service Offerings.

SYSTEMATIC LITERATURE REVIEW CUSTOMER SATISFACTION WITH ONLINE TRANSPORTATION SERVICES

Transportation service providers are leveraging advancements in information technology to enhance their online transportation businesses. To stay competitive with other online transportation service providers, these businesses are constantly striving to elevate customer satisfaction. Presently, there is a wealth of research focused on identifying the factors that impact customer satisfaction. Therefore, there is a need for a comprehensive review of journal papers that delve into customer satisfaction in the context of online transportation. This research employs a Systematic Literature Review (SLR) methodology and focuses on journal papers published between 2018 and 2023. The study is guided by three research questions (RQs). The ultimate findings of this research shed light on the most extensively studied applications, which are Go-Jek and Grab. Data collection methods predominantly involve the use of questionnaires, with up to 100 respondents participating. The research highlights that the key driver of customer satisfaction is the quality of service. The insights derived from this study are expected to provide valuable information for operators in the online transportation industry. It is anticipated that this knowledge will encourage these businesses to continually enhance the quality of their services, ultimately leading to increased customer satisfaction and repeated utilization of their services.

CUSTOMERS ATTITUDE AND SATISFACTION TOWARDS ONLINE SHOPPING: A STUDY IN ERODE DISTRICT OF TAMILNADU

Objectives: In the rapidly expanding e-commerce market of India, understanding customer satisfaction across diverse age groups is crucial. This survey aims to provide insights into the determinants of customer satisfaction in online purchasing, focusing on participants from the Erode District. By exploring age-specific trends, the study seeks to uncover distinct preferences and expectations among different age cohorts in online shopping. The objectives include examining customers' online shopping habits, attitudes, and satisfaction based on their age groups.
 
 Methods: Participants from the Erode District of Tamil Nadu, India, were involved in this survey. The methodology likely involved collecting data through structured questionnaires, interviews, or online surveys tailored to capture various aspects of participants' online shopping experiences. The survey may have incorporated demographic information, shopping behaviors, preferences, and satisfaction levels to analyze age-specific trends accurately. Statistical analysis methods were likely employed to interpret the gathered data and derive meaningful insights.
 
 Results: The results of the survey provide valuable insights into the online shopping habits, attitudes, and satisfaction levels of customers in the Erode District across different age groups. It likely revealed significant trends and patterns regarding preferred shopping platforms, product categories, payment methods, and factors influencing overall satisfaction. The findings may also highlight any disparities or similarities in shopping behaviors and satisfaction levels among distinct age cohorts, offering actionable insights for e-commerce firms and policymakers.
 
 Conclusion: Understanding customer satisfaction in online purchasing is essential for the sustainable growth of the e-commerce sector. This survey conducted in the Erode District underscores the significance of recognizing age-specific preferences and behaviors among online shoppers. By comprehending the diverse needs and expectations of customers across different age groups, businesses and governments can formulate targeted strategies to enhance the online shopping experience, drive customer satisfaction, and foster the continued expansion of the e-commerce market in India.

Understanding The Impact Of Gestures To Mitigate The Negative Impact Of Service Failure

This research paper delves into the significant role that gestures play in the context of service recovery tactics, exploring how they affect brand perception, customer happiness, and loyalty development. This study embarks on a journey to uncover their profound influence on forming customer perceptions after instances of service failure by engaging in a thorough exploration of a variety of gestures, including polite interactions, compassionate responses, active listening, and efficient service delivery. The study carefully examines the nuanced ways that various gestures affect emotional regulation, drive customer satisfaction levels, affect retention rates, direct online suggestions, and word-of-mouth referrals by using a meticulously designed approach. Customer satisfaction plays a crucial part in the inquiry which is considered as a key element that shapes repurchase intentions as well as loyalty. The study reveals particular behaviours through an empirical analysis that directly increase customer satisfaction, such as politeness and nice interactions, demonstrating their significant ability to improve the entire service recovery experience. Parallel to this, the research reveals deeper implications, showing how actions like empathy and engaged listening may develop good impressions through other channels even when they don't directly affect consumer satisfaction. This study provides organizations with practical knowledge to modify the service restoration paradigms by illuminating the nuanced subtleties of gesture dynamics in service recovery. Utilizing the consequences of this research, businesses may respond to service lapses with precision, tailoring their actions to the requirements of their customers. This comprehensive understanding equips companies to plan memorable client encounters, build long-lasting bonds, and solidify their positions in a cutthroat industry.

THE EFFECTIVE STRATEGIES FOR PRODUCT-MARKET FIT IN APPAREL SECTOR

In this highly competitive market, ensuring that apparel products fit customers well is crucial for success. This abstract examines various strategies employed by companies to achieve optimal product market fit, taking into account factors such as garment design, size charts, and consumer feedback. Additionally, it investigates the importance of inclusive sizing and customization options in catering to diverse body types and individual preferences. The findings suggest that there is a significant relationship between value proposition for both product fit and market fit. Additionally, user experience demonstrates a substantial correlation with both product fit and market fit. Nevertheless, the feature set exhibits no statistically significant correlation with product fit and only a marginally insignificant correlation with market fit. This abstract aims to provide insights into how apparel brands can enhance their product market fit strategies to differentiate themselves, drive customer satisfaction, improve conversions, and ultimately boost revenue in todays increasingly discerning consumer market. KEYWORDS: User Experience, Feature Set, Value Proposition, Product Fit, Market Fit.

Visitor-centric marketing approach driving theme park customer patronage: unveiling the post COVID-19 pandemic perspective

The onset of Covid-19 pandemic has resulted in a drop in visitor ship and income causing many theme parks to fail in sustaining their business. In reciprocating to this pandemic, Malaysia's theme park industry, have become more innovative in adapting to this rapidly changing new norm. This research ascertained the influence of service quality, promotion and price on customer patronage of theme parks during Covid-19. Data were collected from 340 respondents. Convenience sampling technique was used to select the respondents and a close ended structured questionnaire with a 5-point Likert scale was used for data collection. Findings from this study revealed that pricing and service quality has a strong influence on theme park patronage. This calls for management of theme parks to innovate and redesign their service quality dimensions and conduct consistent training in theme park service quality delivery to familiarize service delivery employees of their roles in the service delivery process. Theme parks too should inject flexibility in their ticket pricing to make them affordable. Such visitor-centric marketing approach can drive customer satisfaction, create positive word-of-mouth among visitors to increase patronage to the theme park and eventually heighten profits.

Analyzing of Bank Performance and Customer Satisfaction in Commercial Bank: A Case Study on Nepal Bank Ltd. in Damauli Branch

This study undertakes a comprehensive analysis of bank performance with a primary focus on measuring customer satisfaction. This endeavor is of significant value not only to service-oriented enterprises at large but also holds particular relevance to the banking sector. A central tenet of this research is to underscore the importance of aligning customer-centric strategies with the diverse needs of customers. At its core, this study seeks to illuminate the profound impact of the service quality rendered by Nepal Bank on customer satisfaction, thereby establishing a clear linkage between the two. The research employs purposive and convenience sampling techniques within a non-probability sampling framework. Both descriptive and analytical research designs are employed to elucidate the research objectives. Data collection is accomplished through the survey method, where a meticulously designed questionnaire is disseminated among bank customers. The questionnaire encapsulates customer service parameters and financial performance considerations, along with key determinants influencing these facets. The study employs the chi-square test to test its hypotheses. Statistical analyses entail a five-point Likert scale and a diverse range of tools, including measures such as mean, standard deviation, coefficient of variation, Karl Pearson’s correlation coefficient, and regression analysis, to comprehensively evaluate the variables of interest. The findings of this study underscore the unequivocal linkage between bank performance and customer satisfaction. The study unequivocally concludes that the performance metrics of a bank wield a direct and substantial influence on customer satisfaction levels. The pivotal role of bank performance in driving customer satisfaction is a central implication of this study. Consequently, the banking industry is urged to continuously update its operational performance to be in congruence with the evolving preferences and desires of customers. In conclusion, the insights garnered from this study highlight the critical interplay between bank performance and customer satisfaction. These findings underline the crucial role of customer-centric strategies in enhancing the banking experience. The implications extend to the broader financial service industry, emphasizing the need for adaptive policies that align business operations with customer expectations.

Unveiling the Drivers of Customer Satisfaction in the Hotel Industry

Customer satisfaction represents the foremost determinant in fulfilling the requirements of consumers, with factors conducive to achieving consumer contentment encompassing service quality and pricing. Certainly, the hotel sector has emerged as a worldwide phenomenon, featuring a diverse array of customers and providers spanning the globe. els and related services have become an integral part of many people's lifestyles. Delivering top-notch services is crucial for attracting and retaining customers, while ensuring fairness in pricing enhances this appeal. Therefore, the current study aims to examine the influence of service quality and price fairness on the satisfaction of customers. For this quantitative study, data were collected from 92 hotel visitors in the Thamel area. The research design used in the study consists of descriptive, relational and casual research designs. The data were analysed using SPSS along with various tools, such as the mean, median, standard deviation, correlation, regression, etc. The study revealed that both service quality and price fairness positively impact customer satisfaction in this context. This finding underscores the importance for hotels to focus on both delivering excellent service and ensuring fairness in pricing to enhance overall customer satisfaction and, potentially, loyalty.

Impact of Marketing Mix on Customer Satisfaction on Internet Service Providers of Sri Lanka under Post Covid-19 Pandemic Situation

Marketing mix strategies remain a critical driver of customer satisfaction. The primary objective of this research was to assess how Marketing Mix strategies impact customer satisfaction among Internet Service Providers (ISPs) in Sri Lanka following the global COVID-19 pandemic. The target population was internet users in the Western province of the country. Due to time constrains and accessibility issues, a sample of 206 participants was drawn using convenience sampling technique for the survey. Primary data were collected through questionnaires, and the SPSS statistical software package was used for the analysis of the statistical data. The results revealed that all dimensions (Product, Price, Place, Promotion, People, Process, Physical evidence) of Marketing Mix strategies positively contributed to customer satisfaction, implying that Marketing Mix strategies initiatives increase levels of customer satisfaction. The study recommends that ISPs to maintain a well-balanced blend of Marketing Mix strategy components to achieve high customer satisfaction.

A Study on Customer-centric Marketing of Tork Motors(e-vehicle) at V-One Moteurx Pvt Ltd

This study aims to investigate the level of customer satisfaction within the Tork Motors(E-vehicle) at V-One Moterux PVT LTD. Customer satisfaction is a crucial factor influencing productivity, Customer retention, and overall organizational success. By examining the organizational climate and customer response, this research seeks to identify key drivers of customer satisfaction and potential areas for improvement within the company. The paper work will show in detail how companies can benefit from creating a strong customer centric marketing, and how that the customer perceptions and suggestions can have an impact on increasing their sales. These include customer satisfaction, customer preference towards E-vehicle, effects of the customer-centric technology on customer satisfaction, customer centric leadership on customer satisfaction and customer centric process on customer satisfaction. Customer centric marketing is a marketing approach the prioritizes the customer needs and interest in all decisions related to advertising, selling and promoting products and services, creating a positive customer experience.