Customer Satisfaction Evaluation Research Articles

Evaluating customer satisfaction with the quality of online banking services after COVID-19: developing country perspective

Evaluating customer satisfaction with the quality of online banking services after COVID-19: developing country perspective

Optimizing Administrative Professionalism: A Strategic Approach to Elevate Clientele Satisfaction in Service-Oriented Environments

Professionalism is crucial in shaping client experience in organizations, yet many organizations lack strategies to enhance staff conduct, leading to inconsistent service, communication gaps, and inadequate training. Essential qualities such as competence, courtesy, honesty, integrity, and specialized knowledge significantly impact client interactions, complaint resolution, and organizational image. This study, conducted at the City College of Calamba, Philippines, surveyed 1,126 students to assess their perceptions of professionalism among administrative personnel providing student services and evaluate customer satisfaction. Using a descriptive correlational approach with stratified random sampling and simple statistical treatment such as mean and Goodman and Kruskal's Gamma Correlation, the study established a correlation between staff professionalism and satisfaction, proposing a development program based on its findings. The survey found high levels of professionalism and customer satisfaction, recognized staff strengths in professional communication and accountability, and indicated areas for growth in problem-solving. The significant relationships between job performance, service delivery, ethics, and satisfaction highlight professionalism’s impact on consumer perspectives. The novelty of this study lies in its focus on the correlation between professionalism and satisfaction within an educational setting, offering insights for targeted development programs. Limitations include a small sample size, which may affect generalizability, reliance on self-reported data, cross-sectional design, and a focus on one institution, which may overlook broader contextual nuances.

Evaluating Customer Satisfaction in Manufacturing Enterprises: A Multi-Dimensional Analysis of Product Design, Price, Quality, and After-Sales Service

Evaluating Customer Satisfaction in Manufacturing Enterprises: A Multi-Dimensional Analysis of Product Design, Price, Quality, and After-Sales Service

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.

Evaluating Customer Satisfaction with Islamic Online Banking Services in the Context of the COVID-19 Pandemic: Insights from Kuwait

Evaluating Customer Satisfaction with Islamic Online Banking Services in the Context of the COVID-19 Pandemic: Insights from Kuwait

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.

A DEEP LEARNING FACIAL EXPRESSION RECOGNITION BASED SCORING SYSTEM FOR RESTAURANTS

This paper presents a novel approach to evaluating customer satisfaction in restaurants through a deep learning-based facial expression recognition system. Leveraging state-of-the-art convolutional neural networks (CNNs), our system analyzes facial expressions captured by in-house cameras to generate real-time satisfaction scores. This method aims to provide restaurant management with actionable insights into customer experiences, enhance service quality, and improve operational efficiency. We discuss the system's architecture, data collection, implementation, and evaluation results, demonstrating its effectiveness and potential applications. Recently, the popularity of automated and unmanned restaurants has increased. Due to the absence of staff, there is no direct perception of the customers' impressions in order to find out what their experiences with the restaurant concept are like. For this purpose, this paper presents a rating system based on facial expression recognition with pre-trained convolutional neural network (CNN) models. It is composed of an Android mobile application, a web server, and a pre-trained AIserver. Both the food and the environment are supposed to be rated. Currently, three expressions (satisfied, neutral and disappointed) are provided by the scoring system.

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

Background: Online shopping is becoming a popular electronic business day by day even in. Consumers can directly buy goods or services through the internet using a web browser when they engage in online shopping. Objectives: The primary objective of the study is to investigate how factors such as product quality, information accessibility, and shipping costs affect customer satisfaction toward online shopping in Kathmandu Valley. Methods: The study used an analytical research design. By utilizing a convenience sampling technique, 400 respondents were chosen from college-level students in Kathmandu Valley. The questionnaire survey was used to gather the primary data, which was then analyzed using cross-tabulation, an independent t-test, correlation analysis, and regression to produce the study's findings. Results: There is an association between information availability, product quality, and shipping cost with customer satisfaction toward online shopping, however, there is a strong association between the information availability and customer satisfaction. Customer satisfaction was highly impacted by the product quality and information availability, whereas it was not affected by the shipping cost. The quality of the product, the availability of information, and customer satisfaction were not impacted by gender; only shipping costs were affected. Conclusion: In conclusion, the online company needs to provide accurate information about their products and their business to draw potential customers and maintain the standard of websites with up-to-date information to retain regular customers. The company also needs to sell a high standard of its products and services to improve the company’s reputation to fulfill customers’ expectations. The company should also consider providing better service by timely delivering items at low cost. Future researchers will have access to a larger sample size across a variety of geographic concentrations to evaluate customer satisfaction in online shopping together with other independent factors of the general public.

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.