Evaluate Consumer Satisfaction Research Articles

A Study on Consumer Behavior on Consumer Electronics and Home Appliances of Panasonic Products at Panasonic Brand Store, Naga Appliances, Bengaluru

Consumer Electronics and Home Appliances have become integral parts of contemporary living, shaping the way we interact with our surroundings and enhancing the quality of our daily lives. With the advent of smart technologies and sustainability concerns, the consumer electronics and home appliance market are witnessing dynamic shifts in consumer preferences, making it imperative to explore the underlying consumer behavior patterns. This paper delves into the intricate dynamics of consumer behavior within the distinct retail environment of the Panasonic Brand Store located at Naga Appliances in Bengaluru, seeking to unravel the myriad factors that shape consumers' choices, preferences, and purchasing decisions. Through an exploration of demographics, lifestyle choices, cultural influences, and technological trends, this research endeavors to provide valuable insights into how store visitors perceive the Panasonic brand, assess product quality, evaluate pricing, and consider after-sales services. It aims to assess the influence of demographic factors on purchase intentions, understand consumers' choices between Panasonic and other brands, analyze buying behavior across consumer segments, compare purchasing patterns with other brands, and evaluate consumer satisfaction within different socioeconomic groups.

Reconfigure and evaluate consumer satisfaction for Open API in advancing FinTech

With the rise of FinTech, Open API (application programming interface) is essential in advancing FinTech applications in the future, but its customer satisfaction is a concern. Therefore, this study uses the technology acceptance model (TAM) to reconfigure and evaluate customer satisfaction of Open API in advancing FinTech by applying extended variables. This study initially applies the decision making trial and evaluation laboratory (DEMATEL) approach with the analytic network process (ANP) technique to reconfigure the modified TAM. Finally, we use Vlse Kriterijumska Optimizacija I Kompromisno Resenje (VIKOR) analysis to evaluate customer satisfaction for examining the acceptance of Open API.The results of DANP point out ‘perceived privacy’ (0.179), ‘customer use intention’ (0.158) and ‘perceived usefulness’ (0.147) are the three most influential variables for Open API in advancing FinTech. Furthermore, VIKOR analysis indicates online security or cryptocurrency trading (0.536) performs best in which Open API can satisfy customers in advancing FinTech and online banking (0.438) has the most space for improvement. This study also indicates that privacy protection plays a very important role in consumer satisfaction of Open API. The influences of the variables demonstrate that Open API compared to conventional APIs, is more convenient and relatively beneficial in advancing FinTech.

EFFECTS OF E-BANKING ON CONSUMER SATISFACTION AND ITS POTENTIAL CHALLENGES: A CASE OF PRIVATE BANKS IN PUNJAB

The adoption of E-banking by private banks in Punjab has seen momentous growth in modern era. This growth can be attributed to several factors, including the increasing penetration of smartphones, improved internet connectivity, and evolving consumer preferences. The primary objective of this study was to evaluate consumer satisfaction levels concerning E-banking initiation provided by exclusive banks in Punjab, Pakistan. Additionally, the study aimed to identify the key components that influence consumer satisfaction with E-banking in private banks in Punjab. These factors include service quality, security, user experience, and innovation. To conduct this study, a quantitative cross-sectional approach was employed, and the sample size consisted of 200 customers. The obtained reliability of the study fell within an acceptable range. The results of this research provide significant insights into the complex relationship between E-banking adoption, the various influencing factors, and overall customer satisfaction levels in private banks in Punjab. Unequal access to technology and digital literacy can limit the benefits of E-banking to certain segments of the population, potentially leading to dissatisfaction among excluded groups. Banks should work on bridging this divide to ensure broader customer satisfaction. Private banks in Punjab must continue to innovate and adapt to evolving customer expectations to maximize the benefits of E-banking and maintain high levels of consumer satisfaction.

Islamic Perception of Shopping Mall Through the Dimension of Facility Management

A shopping mall refers to a structure with several retail establishments managed as a single property that offers various products and services. It has become essential to the functioning of contemporary society, particularly for residents of urban and suburban areas. However, concerns or issues regarding facilities and services in shopping malls continue to surface even today. Past studies have suggested that facility management is a best practice for overcoming management and operation issues. It also aligns with the Islamic principle as it is beneficial knowledge relevant to the modern management approach. Therefore, this paper seeks to comprehend the potential facility management approach to shopping mall management. The main objective of this study is to emphasize the importance of facility management in shopping malls by evaluating consumer satisfaction. A survey is conducted with a total sample of 200 respondents based on three facility management maintenance characteristics: functional, technical, and image. One of the reputable shopping malls in Johor Bahru is selected for this study because it attracts numerous visitors from throughout Johor Bahru. The results show that most of the visitors are pleased and satisfied with all three aspects from the dimension of facility management.

Forecasting of Electricity Consumption by Household Consumers Using Fuzzy Logic Based on the Development Plan of the Power System of the Republic of Tajikistan

Seasonal fluctuations in electricity consumption, and uneven loading of supply lines reduce not only the energy efficiency of networks, but also contribute to a decrease in the service life of elements of power supply systems. To solve the problem of forecasting power consumption, it is proposed to use the theory of fuzzy sets to assess the effective development of the energy system of the Republic of Tajikistan. According to the statistical data of power consumption for the previous period, a fuzzy logic model with membership functions is proposed, which makes it possible to evaluate consumer satisfaction using the criteria unsatisfactory, satisfactory, conditionally satisfactory, and satisfactory, as well as the efficiency of the consumption mode of compliance using the criteria high, medium, and low, allowing the evaluation of the efficiency plan for the development of the energy system of the Republic of Tajikistan. To obtain and set more accurate data on electricity consumption, calculations were made for the winter period of the year. Based on the proposed calculation model of fuzzy logic, a quantitative component of electricity consumption, the corresponding satisfaction of the consumer, and the efficiency of the regime for nine cities of the Republic of Tajikistan were proposed in the form of diagrams of seasonal electricity consumption. The obtained seasonal power consumption makes it possible to improve the accuracy of estimating power consumption, thereby equalizing the balance of consumption and generation.

Customer Loyalty in Insfluence Photograph Malang: Assessment of Service Quality and Customer Satisfaction

The purpose of this study was to determine the role of service quality and customer satisfaction in increasing consumer loyalty in influence photography. The method approach used is quantitative multiple linear regression analysis. The sample used was 100 people who used Insfluence Photography services in the city of Malang. The results of this study indicate that service quality plays an important role in increasing consumer loyalty. Consumer satisfaction also plays an important role in increasing consumer loyalty. An important implication of the results of this research is that efforts can be made to increase consumer loyalty in business in the field of photography services, namely by continuing to provide the best service to consumers and supported by continuing to evaluate consumer satisfaction to see negative aspects that make consumers feel dissatisfied.

Consumer Expectations From Brands During COVID-19

Consumer expectation is a crucial factor that leads to consumer satisfaction. In this competitive environment, brands must be aware of consumer expectations. The coronavirus pandemic is a worldwide crisis that has changed the lifestyle, has increased health concerns, and has made economies moribund leading to a change in consumer expectations. This research aims at understanding the consumer expectations from brands amid COVID-19 from a qualitative perspective. The researchers applied Grounded Theory for the analysis. The researchers conducted depth interviews to collect the data. The analysis used open coding of data, development of memos, generation of concepts, categories and subcategories identification, axial coding to identify relationships among the categories, and selective coding to ascertain the core category. The study generates concepts of consumer expectation amid pandemic, which will form the dimensions to evaluate consumer satisfaction. The study provides insights to brands based on which they can work to satisfy consumer expectations.

Consumer Expectations From Brands During COVID-19

Consumer expectation is a crucial factor that leads to consumer satisfaction. In this competitive environment, brands must be aware of consumer expectations. The coronavirus pandemic is a worldwide crisis that has changed the lifestyle, has increased health concerns, and has made economies moribund leading to a change in consumer expectations. This research aims at understanding the consumer expectations from brands amid COVID-19 from a qualitative perspective. The researchers applied Grounded Theory for the analysis. The researchers conducted depth interviews to collect the data. The analysis used open coding of data, development of memos, generation of concepts, categories and subcategories identification, axial coding to identify relationships among the categories, and selective coding to ascertain the core category. The study generates concepts of consumer expectation amid pandemic, which will form the dimensions to evaluate consumer satisfaction. The study provides insights to brands based on which they can work to satisfy consumer expectations.

Implementing a classroom management package in an urban middle school: A case study

Previous research has shown that a classroom management package can be used to prevent challenging behaviors and promote positive student behavior. Replicating and extending previous research, the purpose of this study was to investigate if a package of precorrection, explicit timing, and active supervision can have a positive effect across content areas and grade levels within an urban middle school. Utilizing 3 single-case AB designs, the effects of a classroom management intervention in 3 classrooms were observed on decreasing student disruptions and teacher redirections. Results indicated that the rates of student disruptions and teacher redirections decreased by more than 50% across the 3 classrooms. To evaluate consumer satisfaction within the intervention, we collected social validity data.

Analysis of Electric Vehicle Purchaser Satisfaction and Rejection Reasons

This study used a matched data set drawn from more than 1 million new vehicle postpurchase consumer satisfaction surveys to test for differences in satisfaction and reasons for vehicle choice and rejection between conventional internal combustion engine (ICE) vehicles and plug-in electric vehicles (PEVs). The Wilcoxon signed rank test and the McNemar and chi-square tests were used to evaluate consumer satisfaction and reasons for rejecting considered vehicles, respectively. Results show that PEV purchasers and considerers—people who considered purchasing a specific type of car (Editor’s note: This term is the authors’.)—were less satisfied with their overall purchase experience, but those who considered and rejected a PEV were less likely than those who considered and rejected an ICE to cite the dealer’s attitude as the reason for rejection. Price and value were the most cited reasons and were similarly important for both groups. Reasons related to model availability and vehicle attributes were more often a concern for PEV considerers than for ICE considerers. These results suggest that even with existing incentives, the limitations of the current technology (e.g., price and range) and the variety of available vehicles are the most important challenges to market expansion.

Consumer satisfaction with pharmaceutical care in Slovak community pharmacies / Spokojnosť klientov lekární s lekárenskou starostlivosťou na Slovensku

Abstract The aim of this pilot study was to evaluate consumer satisfaction with pharmaceutical care provided in community pharmacies at the region level. Expectations and opinions of consumers were also confronted with the assumptions of pharmacists. Up to 82.0% of consumers confirmed their satisfaction with the care given to them by the pharmacist. A key factor of consumer satisfaction has been the professional (78.7%) and human approach (83.5%) of the pharmacist. A total of 73.6% of consumers in the survey accepted the pharmacist as an expert in medicines. The pharmacist´s self-evaluation was more negative. Monitoring and evaluation of consumer satisfactory with pharmaceutical care is not only essential for improvement of the quality of the healthcare system and for the implementation of pharmaceutical care focussed on the patient, but it may influence the economic and financial outcomes of entities providing pharmaceutical care in community pharmacies.

Satisfaction and comfort with nursing in Australian general practice

The practice nursing workforce has grown exponentially in recent years. Whilst evidence has shown the important contributions of nurses to general practice service delivery, the consumer perspective of nursing in general practice has received limited attention. Given that acceptability of nurses is influenced by patient satisfaction which can in turn improve both treatment adherence and clinical outcomes, this is an important area for investigation. The primary aim of this study was to evaluate consumer satisfaction with chronic disease management by nurses in general practice (NiGP) and comfort with the tasks undertaken by nurses in general practice. Consumers receiving chronic disease services from nurses in general practice participating in a larger study were recruited to complete a survey. The survey comprised of demographic information, and items related to satisfaction with the nurse encounter (SPN-9) and consumer comfort with nurse roles in general practice (CPN-18). Eighty-one consumers participated in the study. Cronbach's alpha values of the SPN-9 and the CPN-18 were 0.95 and 0.97 respectively. SPN-9 results demonstrated high levels of satisfaction with PN consultations. Bivariate analysis did not show any significant differences within the consumer group relating to satisfaction. However, those who presented for diabetes-related reasons were more likely to report high comfort levels with the nurse encounter compare to those who presented to general practice for other chronic disease conditions (38% versus 14%, p = 0.016). The results of this study demonstrate that consumers are generally satisfied with nursing consultations in general practice related to chronic disease. However, further research evaluating consumer confidence, comfort and satisfaction with nursing care is needed to ensure that nursing services meet consumer needs.

МОНИТОРИНГ УДОВЛЕТВОРЕННОСТИ ПОТРЕБИТЕЛЕЙ ОБРАЗОВАТЕЛЬНЫХ УСЛУГ В СИСТЕМЕ ДОПОЛНИТЕЛЬНОГО ОБРАЗОВАНИЯ ВЗРОСЛЫХ

Consumer orientation is an important aspect of creating and functioning of quality management system of the educational establishment. However, monitoring of consumer satisfaction in the system of the additional adult education requires certain conceptual and technological development projects. A synthesizing of existing approaches for monitoring allowed us to make the model approximation of monitoring consumer satisfaction of educational services of the Institute for Professional Skills Upgrading and Retraining. It determines aim and functions of the monitoring, its object and subjects, the content, structure, etc. Then content monitoring is determined on the basis of several criteria and indicators for evaluating consumer satisfaction, characterizing consumer perception of the Institute. Monitoring of listeners of training satisfaction, courses for skills upgrading for managers and professionals, the training courses (including working trades), as well as employers is included to the structure. Diagnostic materials are developed for each type of monitoring. Questionnaires contain questions assessed by nominal and point scale. We have identified six stages in the developed technology of monitoring and consumer satisfaction evaluations of educational services of the Institute: organizational-preparatory, questionnaires, and analysis of incoming documents, data processing, analytical, synthesis, reflective. The automation of the procedure of monitoring has allowed to reduce time and efforts. The program «Questionnaire» was developed using Microsoft Visual Studio 2008. The examples of the analysis of monitoring results (dynamics of motives, reasons for satisfaction specialty retraining, choice of the most effective forms of organization of educational work and other; 2005-2011; 826 respondents) reflect the possible impact of monitoring on the management of educational process in the system of additional adult education. Key words: adult education, educational services, monitoring of consumer satisfaction, con-tent monitoring, technology of monitoring, analysis of monitoring results.

Development and Psychometric Validation of the General Practice Nurse Satisfaction Scale

To develop an instrument to assess consumer satisfaction with nursing in general practice to provide feedback to nurses about consumers' perceptions of their performance. Prospective psychometric instrument validation study. A literature review was conducted to generate items for an instrument to measure consumer satisfaction with nursing in general practice. Face and content validity were evaluated by an expert panel, which had extensive experience in general practice nursing and research. Included in the questionnaire battery was the 27-item General Practice Nurse Satisfaction (GPNS) scale, as well as demographic and health status items. This survey was distributed to 739 consumers following intervention administered by a practice nurse in 16 general practices across metropolitan, rural, and regional Australia. Participants had the option of completing the survey online or receiving a hard copy of the survey form at the time of their visit. These data were collected between June and August 2009. Satisfaction data from 739 consumers were collected following their consultation with a general practice nurse. From the initial 27-item GPNS scale, a 21-item instrument was developed. Two factors, "confidence and credibility" and "interpersonal and communication" were extracted using principal axis factoring and varimax rotation. These two factors explained 71.9% of the variance. Cronbach's α was 0.97. The GPNS scale has demonstrated acceptable psychometric properties and can be used both in research and clinical practice for evaluating consumer satisfaction with general practice nurses. Assessing consumer satisfaction is important for developing and evaluating nursing roles. The GPNS scale is a valid and reliable tool that can be utilized to assess consumer satisfaction with general practice nurses and can assist in performance management and improving the quality of nursing services.

Consumer Satisfaction in Social Security Hospital: A Case Study of Punjab Employees Social Security Institution Hospital, Rawalpindi.

In health care, consumer satisfaction is an important evaluation instrument to determine the quality of services. In recent years, the concept has assumed much greater significance particularly in market based health systems. Also, in World Health Organisation’s framework for health care assessment, the customer satisfaction is given due consideration. On the contrary, in developing countries particularly, the concept is one of the most ignored elements in evaluation of health care systems. Pakistan is also a case in point. Review of literature and general health management systems in the country suggests scarcity of information on consumer satisfaction as well as its neglect as a crucial element in health systems. This present study—which is cross-sectional—is designed on the ground that there is a need to incorporate consumer satisfaction in health care evaluation. This study, presents a scientific analysis of Punjab Employees Social Security Institution Hospital, Rawalpindi (PESSI) using the Patient Survey Questionnaire technique, the most universal approach used by international studies to evaluate consumer satisfaction with health services. Based on study results, generally, we conclude that consumers have expressed high level of satisfaction for various quality assessment scales. Despite these findings, it has also been noted that significant proportion of patients have also expressed medium as well as low satisfaction for certain scales. It tends to suggest that quality of services needs to be improved for specific items as well as certain scales including communication, general satisfaction, and interpersonal aspects for improvements in provision of certain services at the hospital. JEL classification: I11, I18, I38 Keywords: Customer Satisfaction, Quality, Healthcare, Evaluation

Telerehabilitation: policy issues and research tools.

The importance of public policy as a complementary framework for telehealth, telemedicine, and by association telerehabilitation, has been recognized by a number of experts. The purpose of this paper is to review literature on telerehabilitation (TR) policy and research methodology issues in order to report on the current state of the science and make recommendations about future research needs. An extensive literature search was implemented using search terms grouped into main topics of telerehabilitation, policy, population of users, and policy specific issues such as cost and reimbursement. The availability of rigorous and valid evidence-based cost studies emerged as a major challenge to the field. Existing cost studies provided evidence that telehomecare may be a promising application area for TR. Cost studies also indicated that telepsychiatry is a promising telepractice area. The literature did not reference the International Classification on Functioning, Disability and Health (ICF). Rigorous and comprehensive TR assessment and evaluation tools for outcome studies are tantamount to generating confidence among providers, payers, clinicians and end users. In order to evaluate consumer satisfaction and participation, assessment criteria must include medical, functional and quality of life items such as assistive technology and environmental factors.

Evaluating Consumer Satisfaction in Residential Continuing Care Settings

The outcome of the project reported on here is a client-centered consumer satisfaction questionnaire designed to evaluate new models of residential continuing care in Alberta, Canada. Satisfaction is defined as a multi-dimensional construct that is grounded in the consumer's experience. Consultation with the clients of the services during development of the instrument ensured that characteristics important to the clients were assessed. The result is an instrument with which to measure satisfaction that is fully client-centered and that, with appropriate modifications, can be used to monitor any client-centered program for cognitivelyable continuing care clients.

Um tour pelas medidas de satisfação do consumidor

Este artigo tem por objetivo realizar ampla análise comparativa sobre os métodos de avaliação da Satisfação do Consumidor e da Qualidade Percebida. Mediante revisão detalhada da literatura que trata dos modelos de mensuração de ambos os construtos, três grupos principais foram categorizados: a) modelos baseados no Paradigma da Desconformidade; b) modelos fundamentados na multiplicidade de Indicadores da Satisfação; c) modelos apoiados em Métodos de Equações Estruturais. Essa tipologia permitiu a avaliação de vantagens e desvantagens de cada abordagem, discutindo em que situações a aplicação de cada uma delas pode ser mais viável.

Validity and reliability of the Parent Satisfaction Questionnaire.

The development of a postal consumer satisfaction questionnaire for a child and adolescent psychology service is reported. A preliminary analysis of content, construct and concurrent validity suggests that the questionnaire has an acceptable degree of validity. Factor analysis identified five factors with three being identifiable as relating to the outcome of contact, appointments and the timing of contact. The remaining two factors were minor dyads which were difficult to interpret. The reliability and utility of the questionnaire is good, proving a useful way of identifying service shortfalls and directing service change. The need to methodologically evaluate consumer satisfaction questionnaires is stressed and their routine use in monitoring and assuring service quality highlighted.

Predictors of patient and proxy satisfaction with discharge plans.

If patients are not readily available, family members or others sometimes are used as substitute informants when evaluating consumer satisfaction. Little is known, however, about the extent to which responses of patients and proxies are interchangeable. In this study, patients (N = 225) or significant others (N = 115) provided an overall rating of discharge plans, as well as information on psychosocial, health, and post-hospital service related factors, at 3-4 weeks post-discharge. While no difference was found between mean plan ratings for the two groups, substantial differences were found in factors predicting satisfaction for patients and for proxies. Results indicate that care should be taken in using proxy ratings in the place of patient ratings, particularly when developing strategies for enhancing consumer satisfaction. Findings are discussed as they relate to continuity of care initiatives and programs for enhancement of desirable health utilization behaviors, in the context of managed care.