Customer Satisfaction Evaluation Research Articles

Evaluating Customer Satisfaction Through Customer Value: The Role Of Food Quality, Service Quality, And Physical Environment

This study investigates the relationship between customer satisfaction and customer value, focusing on the significance of food quality, service, and physical environment in Mie Gacoan Indonesia Restaurant located in South Tangerang City. By employing a case study approach, data was collected from customers to assess their perceptions and satisfaction levels regarding the mentioned factors. Statistical analysis techniques were applied to analyze the data and determine the impact of food quality, service, and physical environment on customer satisfaction. The findings reveal important insights into the dynamics of customer satisfaction in the restaurant industry and emphasize the critical role of customer value in enhancing overall satisfaction. This study contributes to the existing literature by providing empirical evidence and practical implications for restaurant management aiming to improve customer satisfaction and loyalty.

Analisis Kualitas Pelayanan dan Fasilitas dengan Metode SERVQUAL dan QFD di PT. SJKM

Service quality assessment is influenced by the perceptions and expectations of each customer which has an impact on customer satisfaction. PT SJKM is a service company for the sale of motorbikes, spare parts, and official motorcycle repairs from Yamaha. The number of complaints from customers about the company's services has resulted in a decrease in the number of customers, thus affecting the company's revenue. From these problems, this research was conducted to identify the company's service quality attributes by looking at the gap between customer perceptions and expectations, identifying service attributes that are in the critical category, and providing suggestions for improving company services. This research uses the SERVQUAL method to evaluate customer satisfaction from 33 service attributes. Furthermore, the QFD method to design improvement solutions for service attributes that are the main priority for improvement from the results of Importance Performance Analysis (IPA) analysis. According to the research findings, there are 7 service attributes that are perceived negatively by customers, indicating their dissatisfaction. Out of the 6 service attributes that need improvement, dealer security is identified as the top priority and will be addressed first using the QFD method. Keywords: Customer Satisfaction, Importance Performance Analysis, QFD, SERVQUAL

Prototyping a Reusable Sentiment Analysis Tool for Machine Learning and Visualization

Evaluating customer satisfaction is very significant in all organizations to get the perspective of users/customers/stakeholders on products and/or services. Part of the data obtained during the evaluation are observations and comments of respondents and these are very rich in insights as they provide information on the strengths as well as the areas needing improvement. As the volume of textual data increases, the difficulty of analyzing them manually also increases. With these concerns, text analytics tools should be used to save time and effort in analyzing and interpreting the data. The textual data being processed in sentiment analysis problems vary in so many ways. For instance, the context of textual data and the language used vary when data are sourced from different locations and areas or fields. Thus, machine learning was utilized in this study to customize text analysis depending on the context and language used in the dataset. This research aimed to produce a prototype that can be used to explore three vectorization techniques and selected machine learning algorithms. The prototype was evaluated in the context of features for the application of machine learning in sentiment analysis. Results of the prototype development and the feedback and suggestions during the evaluation were presented. In future work, the prototype shall be improved, and the evaluators' feedback will be considered.

An experimental study for identifying customer prominent viewpoints on different flight classes by topic modeling methods

The airline industry has a wide range of customers with different tastes and expectations of airline services. Therefore, knowing the different attitudes of customers and consequently addressing their opinions is paramount in this business. Airlines offer different flight classes to customers to provide passenger transportation services and use different methods to evaluate customer satisfaction. One of the methods used to analyze customer opinions is the use of text analysis with machine learning techniques. In this study, to analyze the textual data, we used topic modeling to identify passengers' attitudes. In the first stage, we evaluated the performance of three different topic modeling methods: Latent Semantic Indexing (LSI), Hierarchical Dirichlet Process (HDP), and Latent Dirichlet Allocation (LDA). As a result of the modeling process, LDA had the best performance with an average coherence value of 0.42. Eventually, after determining the optimum number of topics as 10 topics, the prominent topics were interpreted and explained. The results of this study demonstrate the common and distinct attitudes of customers of economy class, business class, and first class. As appeared in the results of the economy flight class, the most important topic that appeared in comments was "passenger care". However, in whole reviews and reviews of business and first flight classes, the topic of "time" was more repetitive. Given the wide application of the presented methodology, the findings of this research can provide airline managers with a broader insight into passenger preferences and guide them on how to provide quality service for their customers.

Feature analysis and evaluation of hotel customer satisfaction based on decision tree

The global hotel industry is in the process of rebounding from the impacts of the COVID-19 pandemic. Despite a surge in demand, traveler and customer satisfaction are experiencing a decline. To ensure the prosperity of hotels during this recovery phase, it becomes imperative to pinpoint the pivotal factors that dictate customer satisfaction. This research employs a decision tree algorithm for in-depth data analysis, mathematical modeling, and feature selection, all aimed at unveiling the determinants of passenger contentment. The model is subsequently refined and streamlined through the careful selection of the most impactful features. This study successfully identifies the paramount components that exert influence on customer satisfaction, with notable emphasis on factors such as hotel location, pricing, and booking procedures. Possessing insight into these determinants empowers hotels to concentrate their efforts on specific areas of enhancement, thus elevating the overall level of customer satisfaction. The implications of these findings hold practical significance for hotels, offering invaluable insights for the enhancement of service quality and customer contentment. Addressing the highlighted factors allows hotels to optimize operational efficiency, fortify their competitive edge, and secure enduring success in the post-pandemic recovery era. Moreover, by grasping customer preferences and augmenting satisfaction, hotels can safeguard their brand reputation and foster unwavering customer loyalty.

The effects of digital platforms on customers’ satisfaction in international shipping business

PurposeThe introduction of digitalisation in the shipping industry has fundamentally transformed traditional business models. This necessitates an investigation of its impact on customer satisfaction. This study aims to adapt the technology acceptance model in its survey instrument design to understand and evaluate customer satisfaction of shipping lines’ digital platforms.Design/methodology/approachThis study used a mixed-methods approach, incorporating quantitative and qualitative research techniques. Primary data were collected through an online survey designed to measure customer satisfaction in relation to the digitalisation initiatives implemented by the shipping lines. Survey respondents comprised professionals who were online platform users, particularly in the instant spot quotation process and blockchain bill of lading.FindingsThe results for both instant spot quotation process and blockchain bill of lading revealed digital trust to be the most influential determinant of customer satisfaction, followed by perceived ease of use and perceived usefulness. There was also a very strong correlation between perceived ease of use and perceived usefulness as well as between digital trust and perceived ease of use. The managerial implications of digitalisation are also discussed.Originality/valueThe adoption of digital tools is gaining traction in the container shipping sector, and there exists a need to investigate the correlation between digitalisation and customer satisfaction. This study offers significant insights to stakeholders in the shipping industry, particularly in designing and implementing user-friendly digital platforms.

Anchorage: Visual Analysis of Satisfaction in Customer Service Videos Via Anchor Events.

Delivering customer services through video communications has brought new opportunities to analyze customer satisfaction for quality management. However, due to the lack of reliable self-reported responses, service providers are troubled by the inadequate estimation of customer services and the tedious investigation into multimodal video recordings. We introduce Anchorage, a visual analytics system to evaluate customer satisfaction by summarizing multimodal behavioral features in customer service videos and revealing abnormal operations in the service process. We leverage the semantically meaningful operations to introduce structured event understanding into videos which help service providers quickly navigate to events of their interest. Anchorage supports a comprehensive evaluation of customer satisfaction from the service and operation levels and efficient analysis of customer behavioral dynamics via multifaceted visualization views. We extensively evaluate Anchorage through a case study and a carefully-designed user study. The results demonstrate its effectiveness and usability in assessing customer satisfaction using customer service videos. We found that introducing event contexts in assessing customer satisfaction can enhance its performance without compromising annotation precision. Our approach can be adapted in situations where unlabelled and unstructured videos are collected along with sequential records.

Online Shopping and Customer Satisfaction in College–Level Students in Kathmandu Valley

Online Shopping and Customer Satisfaction in College–Level Students in Kathmandu Valley

Evaluation, classification and categorization of tourist accommodation for customer satisfaction: Puerto López case

The purpose of this research is the evaluation, classification and categorization of tourist accommodations as a contribution to improving customer satisfaction in the Puerto López destination. The type of research used was a non-experimental design of a descriptive -exploratory nature. The methods used were; analytical-synthetic and inductive-deductive. The study addresses three phases, first, a diagnosis of the hotel sector, where sixty-seven establishments divided into types of hotels in Ecuador were identified, with the research focusing on four establishments. The second phase involves the evaluation, categorization and classification of accommodation establishments, and the third, the evaluation of customer satisfaction, through the application of surveys based on the SERQUAL model, identifying perceptions that are below expectations, demonstrating the poor quality of service. An improvement proposal was designed, with five strategies that led to the design of the programming, structured with four strategic axes as programs that compile thirty-one projects, as well as their respective indicators and those responsible

Case study of a Templestay and temple visit in Korea using customer generated content to evaluate customer satisfaction

Temple visit and Templestay is a unique cultural experience that allows individuals to take a break from their busy daily lives and immerse themselves in a peaceful and calming environment. Temple visit and stay are often associated with Buddhist practices, but temple stays are not necessarily religious in nature. Through meditation, mindfulness, and other practices, it provides individuals with an opportunity to disconnect from the stresses of modern life. Using big data analysis, this study aims to measure the satisfaction levels of Templestay participants in Korea. Specifically, this study will examine seven temples in Seoul that offer Templestay programs. Through Google Travel’s online review derived from Outscraper. This study utilized R program and UCINET 6.0 in order to refine, process and visualize data in order to examine the attributes that influence customer satisfaction. The top 60 words are divided into four different clusters which are “Unique Experience”, “Facility”, “Value” and “Relaxing”. The following step was the use of SPSS to carry out an exploratory factor analysis and linear regression analysis. The linear regression analysis indicated “relaxing” and “value” variables are positively affecting customer satisfaction.

MPLEMENTASI FUNGSI POKOK MANAGEMEN HUMAS PADA YAYASAN PENDIDIKAN

The MI Ma'arif NU Banjarsari Education Foundation is an educational institution committed to providing quality educational services for students and the community. In this effort, educational institutions need good public relations management to build a positive image, expand cooperation networks, and increase community participation in educational activities. In this article, we discuss the main functions of education public relations management according to experts and the importance of public relations management in the administration of education. We also review the implementation of public relations management carried out by the MI Ma'arif NU Banjarsari Education Foundation, from planning, implementation, to evaluation. The evaluation includes evaluating customer satisfaction, evaluating employee performance, evaluating learning programs, and evaluating social activities. By conducting periodic evaluations, the MI Ma'arif NU Banjarsari Education Foundation can correct existing deficiencies and improve the quality of education services provided to students and the community.

Evaluation of Customer Expectation and Satisfaction towards After-Sales Services using Kano Model

Evaluation of Customer Expectation and Satisfaction towards After-Sales Services using Kano Model

Assessing Customer Satisfaction in AI-Powered Services: An Empirical Study with SmartPLS

In the contemporary business landscape, the evaluation of customer satisfaction plays a pivotal role in assessing the effectiveness of AI-powered services. This empirical study, bolstered by the robust analytical tool, SmartPLS, systematically scrutinizes the intricate relationship between AI-powered services and customer satisfaction. With a rigorous and methodical service quality analysis, conducted with a sample of 189 respondents, we unveil the salient attributes and determinants that underpin customer satisfaction within the framework of AI-driven services. This research contributes substantially to a more profound comprehension of how organizations can strategically enhance customer satisfaction via the adept deployment of AI technologies. The ensuing findings, derived from the comprehensive analysis of 189 respondents, provide invaluable insights into the optimization of service quality within AI-powered ecosystems. These insights hold the potential to cultivate heightened levels of customer satisfaction and engender enduring loyalty, which is of paramount importance in the contemporary business landscape.

Rough Set Method for Determining Customer Satisfaction at Pdam Tirtanadi Medan City

It is very important to evaluate customer satisfaction as an effort to see the level of performance of PDAM Tirtanadi, Medan City. With this research was carried out to determine the level of customer satisfaction at PDAM Tirtanadi, Medan City using data mining. The research method used is an analytical method with a structured approach which is complete with the tools and techniques needed in the system so that the analysis results of the system being developed produce a system whose structure can be defined well and clearly. The main goal of rough set analysis is to synthesize conceptual approaches from the data obtained. This research aims to determine the level of customer satisfaction of PDAM Tirtanadi Medan City so that it can help PDAM to better understand the complaints of people who use PDAM Tirtanadi Medan City services.

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.