Customer Satisfaction Evaluation Research Articles

Analisa Usability Pada Aplikasi Identitas Kependudukan Digital Menggunakan Metode Usability Testing

The digital population application is an application managed by the Directorate General of Population and Civil Registration under the Ministry of Home Affairs. This application serves to convert physical documents into digital format, making them accessible anywhere using smartphones. The existence of this digital population application is expected to facilitate the process of managing population documents. However, some users have expressed complaints about the digital population application, including interface issues and system problems. Based on these issues, a usability analysis is needed to assess effectiveness, efficiency, and customer satisfaction. The method used for the analysis is Usability Testing, which employs two techniques: performance measurement to assess effectiveness and efficiency, and Retrospective Think Aloud technique to evaluate customer satisfaction. Through Usability Testing, it has been found that the digital population application scored below the minimum value for the effectiveness aspect, while the efficiency aspect obtained a score that meets the standard. As for customer satisfaction, the results from the questionnaire indicate an optimal outcome.

Exploring Customer Satisfaction through Electronic Banking Adoption in Rwandan Commercial Banks: A Case Study of Banque Populaire du Rwanda

This study examines the relationship between electronic banking and customer satisfaction at BPR branches in Nyamirambo and Muhima. The research aims to identify the influencers influencing electronic banking adoption, evaluate customer satisfaction levels, and establish the correlation between usage and customer contentment. The study involved 89 respondents from 850 users, using Slovin's method to ensure a representative sample. Demographic insights revealed a predominance of male customers aged between 26-30 years, with bachelor's level education. Most respondents had under a year's experience with electronic banking, highlighting its accessibility and ease for transactions. The study found that electronic banking fulfilled the majority of banking needs, leading to increased satisfaction levels among bank clients. However, the research emphasizes the need for increased awareness about mobile banking products due to lower adoption rates. Recommendations include disseminating information about electronic banking services, elucidating their functionality, and highlighting their benefits to enhance adoption rates and maximize customer satisfaction. Keywords: Electronic Banking Adoption, Customer Satisfaction, Rwandan Commercial Banks, Banque Populaire du Rwanda, Information Technology in Banking

A combined evaluation of energy efficiency, customer satisfaction and food waste in the healthcare sector by comparing cook-hold and cook-chill catering

The healthcare sector greatly impacts the environment through energy, transport, product use, disposal and food service. This requires significant interventions to reduce energy consumption and waste generation and increase customer satisfaction simultaneously. Considering the need to investigate food waste amounts and energy consumption in hospitals, the present research has a triple goal. First, it evaluates energy consumption and efficiency by comparing cook-hold and cook-chill catering. Second, it estimates the customer satisfaction of the served meals and third, it assesses the food waste quantities at lunch and dinner among hospital patients. Specifically, the research combines (a) the evaluation of the energy consumption, based on primary data collected in a cooking center with a production capacity of 1590 meals per production cycle; (b) the investigation of the consumers’ behavior among 984 patients located in nine different hospital units in Southern Italy; (c) the measurement of food waste based on questionnaire-survey data. Results highlight the reduction in diesel consumption (– 42%) and in electricity consumption (– 93%), as well as the reduction in food waste (– 85%) when comparing cook-hold with cook-chill catering. This research illustrates a guideline in the field of efficient catering. It helps identify sustainable pathways and interventions toward energy efficiency, customer satisfaction, and food waste minimization for policymakers, healthcare professionals, catering companies or patients.

Customer Satisfaction Towards Patanjali Products

Ayurvedic products have a long and rich history, both globally and in India . The term "Ayurveda" is derived from the Sanskrit words "Ayur" (life) and "Veda" (knowledge), which collectively mean "Science of Life." Patanjali, a prominent player in India's fast-moving consumer goods (FMCG) sector. The primary study explores customer awareness, satisfaction, attitudes, and preferences related to renowned Ayurvedic products, with a specific focus on consumer perceptions of Patanjali products. This inquiry encompasses a comprehensive review of existing literature and identifies research gaps in this specific geographical location. The objectives of this endeavor include understanding brand perception, evaluating customer satisfaction, identifying influencing factors, profiling customer demographics, and comparing Patanjali with other Ayurvedic brands. The research adopts a descriptive research design, collecting primary and secondary data through surveys and questionnaires. The findings reveal a high level of awareness and satisfaction with Patanjali products, driven by factors such as reasonable pricing, health benefits, and trust in the brand. The study also identifies the key growth drivers for Patanjali, including increasing demand for natural and Ayurvedic products, brand ambassador influence, and a perception of authenticity. It was found that a weak positive relationship was observed between customer satisfaction and the preference to continue using Patanjali products. Customer satisfaction with various elements of Patanjali's offerings, including brand, pricing, and distribution, is examined. Recommendations for Patanjali include maintaining product quality, transparency in ingredient disclosure, expanding distribution, and enhancing product packaging. Through the study it determines the importance of quality, accessibility, and a strong brand identity in shaping consumer preferences in the Ayurvedic product market.

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.

The Comparison of Classical and Bayesian Structural Equation Models Through Ordered Categorical Data: A Case Study of Banking Service Quality

This study aims to compare classical Structural Equation Modeling (SEM) and Bayesian Structural Equation Modeling (BSEM) in terms of ordered categorical data. In order to show the relationship between service dimensions and banks’ customers’ satisfactions, a data were analyzed with classical SEM and BSEM parameter estimation methods. In the Banking Service Quality Scale (SERVQUAL), which consists of sequential categorical data, classical SEM and BSEM were compared to evaluate customer satisfaction. In classical SEM, parameter estimations were made according to the Maximum Likelihood (ML) estimation method. In most of the studies using SERVQUAL in the literature, the results found in previous studies could not be used as prior informative because the service dimensions consisted of different number of factors. For this reason, considering that the results could yield similar results with the ML estimation method due to the high sample size, the use of conjugate prior was preferred instead of the non-informative prior due to the ordinal categorical nature of the data in the BSEM analysis. Since the questionnaire used in the study had a Likert type scale structure, the threshold values were calculated for ordered categorical data and used as prior informative. Thus, by using the threshold values obtained from the data set, a faster convergence of the parameters was achieved. As a result, service dimensions affecting satisfaction according to the ML parameter estimation method were found, Assurance, Physical Appearance, and Accessibility. In addition to these, Reliability as a service dimension was found to be also statistically significant in BSEM.

Exploring customer perception and satisfaction on the functions of parking application software

ABSTRACT The emergence of parking application software (parking APP), considerably decreases unnecessary vehicle circling and enhances parking resource utilization. Despite the abundant functions available, limited research has considered customer requirements and satisfaction regarding the functions of parking APPs. This research exactly examined the customer perception, as well as how satisfied customers were with the functions provided by the parking APPs. Initially, the attribute classification of functions was identified utilizing Kano model based on a questionnaire survey in Hunan Province, China. The integrated functions were then used as an antecedent to evaluate customer satisfaction by structural equation model (SEM). The data analysis suggests the perceived quality is positively influenced by the four main functions of query, navigation, evaluation, and account. The results reveal that customers have less demand for automatic space grabbing and reverse vehicle tracking in small and medium-sized cities.

Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction

This study introduces affect-as-information theory to the service encounter, integrates it with the peak and end model of affect, and thereby shows that these dynamic customer and employee affective displays can be used to estimate post-encounter customer satisfaction. A large-scale dataset of 23,645 real-life text-based (i.e., chat) service encounters with a total of 301,280 genuine messages written by customers and employees were used to test our hypotheses. Automatic sentiment analysis was deployed to assess the affective displays of customers and employees in every individual text message as a service encounter unfolded. Our findings confirm that in addition to customers’ overall (mean) affective display, peak (i.e., highest positive or least negative), and end (final) affective displays explain customer satisfaction. Further, as customer displays may not fully capture their satisfaction process and employees understand the service quality they deliver, we propose and confirm that employee displayed affect explains further variance in customer satisfaction. We also find that the predictive power of affective displays is more pronounced in service failure than non-failure encounters. Together, these findings show that automatic monitoring beyond customer overall affect (i.e., adding customer peak and end, and employee affective displays) can expedite the evaluation of customer satisfaction.

EVALUASI KEPUASAN PASIEN TERHADAP APOTEK X DAN Y DI KOTA PONTIANAK

The location of the X and Y Pharmacies are close together on one road in the Pontianak Kota sub-district, the service looks the same, but the number of consumers who come is more dominant at the X Pharmacy. To be able to measure the quality of service, it is necessary to evaluate customer satisfaction. This study aims to determine patient satisfaction, assess the relationship between patient characteristics and determine the strength of the relationship characteristics and 5 dimensions to the services of Pharmacy X and Pharmacy Y. The survey was conducted using a cross sectional approach using a validated questionnaire instrument. The level of customer satisfaction was measured using the SERVQUAL (Service Quality) model for 5 dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangible. Respondents in this study were 106 respondents to pharmacy X, while 102 respondents to pharmacy Y. using the method Based on 5 dimensions of service quality the overall average value of 5 dimensions at pharmacy X is 87.5%, while the overall average value of 5 dimensions at pharmacy Y is 56.5%. Based on the che-square test analysis, the value of the relationship between patient characteristics and pharmaceutical services at pharmacies X and Y was obtained, namely at pharmacy X there was a relationship between work (p-value = 0.016) and education (p-value = 0.047) but only work factor (p-value = 0.014) which had a relationship to patient assessment at pharmacy Y. 48, at the pharmacy Y 0.682. In conclusion, in general the patient satisfaction of the studied Pharmacy X was "Very Satisfied", while the patient satisfaction of the studied Pharmacy Y was close to "Quite Satisfied". There is a relationship between work and education on the assessment of patients at pharmacy X, but only the occupational factor has a relationship with the assessment of patients at pharmacy Y. The strength of the characteristic relationship at pharmacies X and Y is strong, but the strength of the relationship based on 5 dimensions at pharmacy X is very strong, while at pharmacy Y it is strong.

Customer satisfaction evaluation for drugs: A research based on online reviews and PROMETHEE-Ⅱ method.

Online reviews of consumers after purchasing drugs online reflect the factors affecting their satisfaction. How to understand customer satisfaction through online reviews and tapping their needs to improve satisfaction has become an urgent issue facing pharmaceutical e-commerce companies. Based on the online reviews of Alibaba Health Pharmacy, six representative OTC online medicines were selected for this study, including the following categories: tonics, anti-cold drugs, rheumatism and orthopaedic drugs, skin drugs, gastrointestinal drugs, vitamins, and calcium. By training and testing the LDA topic model, five potential topics are extracted as factors affecting customer satisfaction, including drug efficacy, drug cost performance, online customer service, logistics and transportation, and packaging. In this paper, Sentiment Analysis is used to process the review text to quantify the sentiment tendency of the review, and determine the evaluation scale value. Then, the random dominance among various drug factors is determined based on the Stochastic Dominance Rules. Finally, the PROMETHEE-Ⅱ method is used to determine the ranking value of the importance of each factor. The results suggest that the factors in different types of OTC drugs rank differently, which is also rationalized in this paper. This study provides a significant reference for improving customer satisfaction with pharmaceutical e-commerce.

Factors that Influence University Students toward Customer Satisfaction and Customer Loyalty at Starbucks in Malaysia

Malaysians are among Starbucks' most devoted customers. Customer satisfaction may appear to be an elusive term that is impossible to track. Yet, some factors influence whether customers are happy, and a variety of measurement tools consistently evaluate customer satisfaction and loyalty to Starbucks. This study examines the factors influencing customer satisfaction and customer loyalty at Starbucks in Malaysia. In this study, data was gathered using internet sources and questionnaires. This survey included a total of 150 university students who had visited Starbucks. Descriptive statistics and inferential statistics were used to analyze the data. This study's findings are expected to suggest the essential qualities to emulate and increase customer satisfaction and loyalty.

Classification of Emotions and Evaluation of Customer Satisfaction from Speech in Real World Acoustic Environments

In today's world, customer service is becoming increasingly important in various industries, and providing excellent customer service is a key factor in ensuring business success. One aspect of customer service is the ability to recognize and respond to customers' emotions, as well as their satisfaction levels. However, this can be a challenging task, particularly when dealing with large volumes of customer interactions in different acoustic environments. This Paper focuses on the classification of emotions and evaluation of customer satisfaction from speech in real-world acoustic environments. The aim of the study is to develop an effective method for automatically recognizing emotions and determining customer satisfaction levels from speech data in different acoustic environments. To achieve this goal, a dataset consisting of customer service calls is used to train machine learning models that can accurately classify emotions and evaluate customer satisfaction. The models are evaluated using various metrics, such as accuracy, precision, recall, and F1-score, to assess their performance. The results show that the proposed method achieves high accuracy in both emotion classification and customer satisfaction evaluation tasks, indicating its potential for real-world applications in industries such as customer service, marketing, and healthcare.

Microanalysis of E-Money Transfer Services through E-Servqual Approach: A Basis for Enhanced Customer Satisfaction Strategy

Adopting various technologies in enterprises was vital since it provided a quick service process. E-money transfer services study aimed to evaluate customer satisfaction with e-money transfer services using E-SERVQUAL Approach. The researchers used a descriptive-correlational research design and purposive sampling to select 100 e-money transfer service customers in selected Cavite municipalities. The study's results revealed that the participants were primarily young adult females, commonly single. The results showed that most participants were college undergraduates with a monthly income of Php 10,000 and below. The study showed that the customers were highly satisfied with e-money transfer services regarding reliability, security, website design, accessibility, and personalization. In contrast, in terms of responsiveness, the customers were satisfied. The study found that the biggest challenges in utilizing e-money transfer services were lack of prompt responses, slow money processing, the possibility of committing fraud, lack of creativity of the website, not an accessible website, and lack of expertise. This study showcased that the age of customers has a significant difference to the reliability of e-money transfer services. This study recommended that e-money transfer services improve the e-service quality for customer satisfaction.
 Keywords: E-money transfer services, customer satisfaction, online services, E-SERVQUAL

ANALISIS KEPUASAN PELANGGAN SEKOLAH TERHADAP KINERJA PELAYANAN PERPUSTAKAAN SMPN 3 SENTOLO

The purpose of this study was to analyze the level of school customer satisfaction on service performance and library management at SMPN 3 Sentolo. This type of research is a sequential explanatory method. The study population consisted of 576 students at SMPN 3 Sentolo using proportional sampling, resulting in a sample of 235 students. Data collection techniques: questionnaires, interviews, observation and documentation. The results of the research on the performance of the library service at SMPN 3 Sentolo are 81.04% in the satisfactory category. The four components are Collection Sub variable 80.81%, Infrastructure 80.94%, Library services 81.78%, Library reinforcement 80.52%. And includes performance management of library services from Planning to compiling work programs, Organizing to compiling organizational structures and division of tasks, Implementation of carrying out predetermined work program activities, Supervision, Evaluation of work program activities Customer satisfaction is obtained in very satisfying and satisfying categories determined by how management planning, organizing, implementation and supervision.

Factors Influencing Customer Loyalty on A&W Customers in Jakarta

Purpose: The purpose of this study is to determine the effect of price, service quality, food quality, physical environment and customer satisfaction on customer loyalty of A&W customers in Jakarta.
 Design/methodology/approach: The research design used in this research is descriptive research and causal research. Questionnaires were distributed as an effort to collect data using a 5-point Likert scale to measure variables. The research sample was obtained through a purposive sampling method of 200 respondents. This study used the Structural Equation Modeling (SEM) method with SmartPLS 4.0 as a test tool. 
 Findings: The results of this study indicate that price, service quality, food quality, and physical environment have an effect on customer satisfaction of A&W customers in Jakarta. In addition, customer satisfaction has an effect on customer loyalty of A&W customers in Jakarta.
 Research limitations/implications: This research only focuses on one object of a fast food restaurant (A&W fast food restaurant); taking a limited number of research samples from A&W fast food restaurant customers in the Jakarta area due to time and cost constraints; and only focuses on the effect of price, service quality, food quality, physical environment and customer satisfaction on customer loyalty.
 Practical implications: Fast food restaurants can consider the results of this study to ensure and evaluate customer satisfaction and customer loyalty from their fast food restaurants. Thus, when customers are loyal, fast food restaurants can retain their customers and develop their business better in the future.
 Originality/value: This study will provide a reference for evaluating the business strategy of fast food restaurants related to price, service quality, food quality, physical environment and customer satisfaction in increasing customer loyalty and outperforming its competitors.
 Paper type: Research paper.

Research on E-commerce Customer Satisfaction Evaluation Method Based on PSO-LSTM and Text Mining

With the increase of social technology, e-commerce platforms have entered a period of rapid development. Improving customer satisfaction and purchase rate is the key to the survival of e-commerce platforms. Text mining and analysis of customer evaluation data will help to grasp the focus of customers and optimize the e- commerce platform. To this end, through text mining technology, the text comment data of five e-commerce platforms such as Amazon, eBay, Alibaba, Jingdong, and Taobao are collected, and the cleaned text is analyzed by particle swarm algorithm (PSO)-long short-term memory (LSTM) model. The data is subject to time scale extraction, and the extraction results are visualized and interpreted. The research shows that the logistics, price, freshness, quality and packaging of e-commerce platform merchants are important factors that affect the evaluation of e-commerce customer satisfaction.

Factors Affecting Customer Satisfaction with The Telecommunication Industry in Saudi Arabia

Telecommunications is a customer-oriented industry in which client satisfaction is crucial for an organization's survival. Social media plays a vital role in customer decisions, acting as both a search tool and a communication channel. On social media platforms, customers can air their grievances, and a company can use these complaints to improve its products and services. During the first quarter of 2022, sentiment analysis was conducted to evaluate customer satisfaction with telecom services in Saudi Arabia. With a machine-learning approach, more than 90K comments were recorded and categorized as positive, negative, or neutral. For the classification, we utilised a support vector machine (SVM) model with an average accuracy of 88%. After that, We utilised thematic analysis of social engagement opinions. We identified seven themes among the comments related to factors affecting efficiency and satisfaction with telecommunications services: product, package, price, promotion, place, people, and public relations. In conclusion, we recommend some solutions to improve efficiency and increase customer satisfaction in the telecom sector.

Determinants of customer satisfaction in a B2B IT context – A structural equation modeling approach

Customer satisfaction studies in a business-to-business (B2B) information technology (IT) industry have primarily focused on assessing satisfaction at the project level. However, software organizations are unique due to the complex nature of the supplier-customer relationships; therefore, the requirements of customers at the project and engagement levels are quite different and convoluted. This research identifies the determinants of customer satisfaction in an IT scenario, at an engagement level, and proposes a measurement instrument for the same. Furthermore, the relationships among the various determinants of customer satisfaction and their effect on overall customer satisfaction are investigated using the structural equation modeling (SEM) approach. The SEM model was tested for model fit and adequacy through various indices and measures, thereby confirming the theory behind the proposed model. The present research will help practitioners better understand the relationships among the various elements in customer satisfaction measurement and management in software organizations. This study is perhaps the first of its kind in applying the SEM approach for evaluating customer satisfaction in the B2B IT industry.

Customer satisfaction in records management at Botswana Examinations Council

This paper is extracted from a master’s dissertation titled, “An evaluation of customer satisfaction at Botswana Examinations Council Records Management Unit.” The purpose of this study was to investigate customer satisfaction at Botswana Examinations Council Records Management Unit (BEC RMU) using the SERVQUAL conceptual model. The study convergent mixed methods research approach with survey, interview, participant observation and document review as data collection tools. The findings of this study revealed that: the BEC RMU has adequate facilities, equipment and human resources that enable it to serve customers; there is no disaster management plan in the RMU; the RMU rarely conducts user needs assessment surveys and its officers use face-to-face communication, telephone, and emails to communicate with customers. The study recommends training for RMU officers in good customer service, management support, introduction of ERMS, workshops to sensitise RMU officers on customer service standards or any other related document, development of a disaster management plan, customer service programme and user needs assessment. The study further recommends orientation and induction of action officers.

Explaining the Factors Affecting Customer Satisfaction at the Fintech Firm F1 Soft by Using PCA and XAI

The most significant and rapidly expanding fintech services in Nepal are provided by several fintech firms. Customer satisfaction must be compared side by side even if every organization has made an effort to expand the usage of services. Many studies have concentrated on evaluating the impact of various factors on customer satisfaction, but significantly fewer studies have been conducted to explore the factors and focus of machine learning. Based on the planned behavioural theory (TPB), the study is concentrated on exploring and evaluating customer satisfaction on a different stimulus offered by F1 Soft (a fintech firm in nepal), customers’ loyalty and the compatibility they gain through the company’s services. By exploring various factors affecting customer satisfaction by using principal component analysis (PCA) and explainable AI (XAI), the study explored the eight factors (customer service, compatibility, ease of use, assurance, loyalty intention, technology perception, speed and firm’s innovativeness) which affect customer satisfaction individually. Furthermore, by using support vector machine (SVM) and logistic regression (LR), the major contributing factors are explained with local interpretable model-agnostic explanation (LIME) and Shapley additive explanations (SHAP). SVM holds the training accuracy of 89.13% whereas LR achieves 87.88%, and both algorithms show that compatibilty issues consider the major contributing factor for customer satisfaction. Contributing toward different dimensions, determinants, and the results of customer satisfaction in fintech, the study suggests how fintech companies must integrate factors affecting customer satisfaction in their system for further process development.