Examine Customer Satisfaction Research Articles

ACHIEVING FOOD SECURITY THROUGH RETAILING: A CASE STUDY

ABSTRACT Governments and aid organizations have responded to rising food prices in developing countries by subsidizing agricultural inputs, including fertilizers, seeds, and farm equipment, increasing import subsidies, or eliminating export subsidies. This paper sets forth an alternative solution through government intervention in the distribution of food. The state government of Kerala, India, created two retail agencies of supermarkets (called Supplyco) and vertically integrated distribution (called Consumerfed) to reduce food insecurity for low income consumers. This paper evaluates their performance by examining customer satisfaction through surveys of Supplyco’s and Consumerfed’s customers. Findings include Supplyco’s ability to provide retail outlets at convenient locations, while maintaining a buffer stock during periods of peak demand. Consumerfed was recognized for its ability to reduce prices, partly by regulating open market prices, and partly by acting as an agent of the government. The paper contributes to the literature on the government’s ability to achieve food security through retailing. It offers a culturally sensitive solution to approaching the problem of food insecurity in a developing country. This approach may be extended to solving food price inflation in other developing countries. Keywords food security, government intervention, food retailing, development, Kerala

Investigation into waiting time, self‐service technology, and customer loyalty: The mediating role of waiting time in satisfaction

AbstractThis study examines customer satisfaction with waiting time (WT) and customer loyalty (CL) relationships in the airline industry. The mediating influence of waiting time satisfaction (WTS) in the self‐service technology (SST) and CL relationship was also examined. Seven hundred fifty structured questionnaires were administered at Sabiha Gökçen, and Instabul international airports in Turkey and partial least square–structural equation modeling were employed for the model analysis. The findings reveal that SST, perceived, retrospective, and prospective WTs are major determinants of WTS. Furthermore, SST and WTS were found to have a linear and significant positive influence on CL. Therefore, this study suggests that the airport management should identify the causes of WT, make the waiting environment conducive for the customers, make the WT inconsequential to the customers, and enhance their loyalty to the airport.

Disability-friendly public space performance

Sustainable development goals no. 11 mentioned the need for reduced inequalities in disability. However, this equality in urban public spaces is not yet optimal. Public space is not yet sufficient in providing facilities for persons with disabilities. The purpose of this research is to measure the performance of public spaces based on perceptions of persons with disabilities. The approach method uses Importance performance analysis (IPA). IPA is considered a useful tool in examining customer satisfaction. Based on the results of surveys and IPA calculations, the performance of public spaces according to disabilities is generally not in accordance with their expectations. The performance components of public space ranged from 41.28% to 95% of the expectations of people with disabilities. Based on these results, better efforts from the city government and the community are needed to develop more disability-friendly public spaces.

Customer Satisfaction in Hotel Cinta Sayang Resort, Sungai Petani, Kedah, Malaysia: a Qualitative Approach

The abstract is to examine customer satisfaction in hotel industry among customer at Hotel Cinta Sayang Resort in the state of Kedah, Malaysia using a quantitative approach. This research is to identify what is the factor that influences customer satisfaction in hotel industry. There are a few objectives for this research which are to identify the relationship between tangible, reliability, responsiveness, confidence and communication toward customer satisfaction. By using a questionnaire method, all 30 questionnaires complete by 30 respondents and this questionnaire is valid for further analysis this study finds that the satisfactions in hotel are tangible, reliability, responsiveness, confidence and communication. From the findings, most of the factors are fairly influencing customer satisfaction were identified. This study recommends more explorations in the area of hotel industry using a quantitative approach and future studies should focus on internal or psychological factor of customer satisfaction.

An Analysis of Customer Satisfaction in Ambon City Water Supply Company

Currently, the Water Supply Company of Ambon City has a very important role to provide drinking water services for a sustainable community by prioritizing customer satisfaction, increasing the company's contribution to Regional Original Revenue, increasing the professionalism of humanresources and preserving air resources. The purpose of this study is to analyze customer satisfaction in the Ambon City Water Supply Company (PDAM). This research uses descriptive qualitative. The population in this study were all customers of the Ambon City Water Supply Company which is 9000 customers. Sampling incendentile technique used for the customers who receive the service which is 97 people. Data collection techniquesin this study were interviews, observation and literature study. The analysis (design) technique that will be carried out describes the research variables examining customer satisfaction indicators, which of course using tabulation namely frequency tabulation of respondents 'answers to research questions, then a evaluation of percentages (%) is carried out to find answers to respondents' questions. The result of the study shows that the variables of reliability, responsiveness, assurance, and empathy are very satisfying.

Integrating justice dimensions and expectation-confirmation model in measuring customer satisfaction and continuance intention in private higher education in Malaysia: a conceptual model

In providing a better service in higher education institutions, the aim of implementing online services is to manage customers more efficiently. Higher education institutions often focus on doing it right the first time and tend to ignore the importance of service recovery through justice dimensions when a service failure occurs. Service failure brings many disadvantages to the institutions and this is where justice dimensions through distributive, procedural, interpersonal and informational justice play an important role. The expectation-confirmation model (ECM) is suggested for examining customer satisfaction and continuance intention in the use of online services in the service failure context. The relationships among justice dimensions, ECM, customer satisfaction and continuance intention are given less attention compared to service quality in private higher education institutions in Malaysia. Therefore, the purpose of this paper is to examine customer satisfaction and continuance intention at the post-consumption phase in service failure situation.

Customer satisfaction towards Hyundai Car in Virudhunagar District

The Indian automobile business became the fourth largest within the world. Hyundai is among the only a few automotive manufacturers to know the Indian automotive market well. It’s the second largest automobile manufacturer with 16.2 percent market share in February 2019.Customer choice process is a complex phenomenon. Making a decision to buy a product or services involves many processes. The researcher has made an attempt to identify the brand preference of Hyundai cars in the study area and to examine customer satisfaction. This study includes the ways of getting awareness about Hyundai cars, the factors influencing the buying decision of the customers and the level of satisfaction towards these Hyundai cars. In order to analyze the level of satisfaction of customers towards Hyundai car, ranking method is used by calculating weighted average score for the each influencing factor. With regard to after sale service, interior decoration and Air cooler facility, the customers are dissatisfied with these factors. On the other positive side, Most of the customers are very much satisfied with the style/color, safety, engine performance and driving comfort.

The Mediating Role of Customer Satisfaction in the Relationship Between Atmospherics on Customer Behaviour: Stimulus Organism Response Model Approach in the Spa Industry of Thailand

The main purpose of the current study is to examine customer satisfaction, atmospheric and customer behaviour using SOR model. In addition to that, the study has examined the mediating role of customer satisfaction in the relationship between Atmospherics on Customer Behaviour. In recent Past, the main focus for the organizations was to identify the factors that can help in enhancing the loyalty of the customers. Additionally, their focus is also on delivering superior services by which they can keep the customers loyal. The study is of the view that the organizationsmake these efforts with desires to keep these customers retain, which will help them in increasing the profits and revenues. However, the current study has filled this gap. However, this study is among the pioneering studies on this issue Employing the survey-based methodology; the SEM-PLS technique is used to test the hypothesized relationships. So, the current study has used SEM-PLS as a statistical tool to answer the research questions raised in this study and research objectives envisaged in the current study. The data is collected from the SPA customers in Thailand. The findings of the study have provided support to the theoretical foundation and the proposed hypothesis of the current study. The current study will be helpful for policymakers and practitioners in understanding the issues work customer satisfaction, atmospheric and customer behaviour using SOR model. In author knowledge, this is among very few pioneering studies on this issue.

TRADISI MAPPASSILI SEBAGAI SALAH SATU PENENTU KEPUASAN KONSUMEN BUGIS PASCA PEMBELIAN PRODUK DI KOTA MAKASSAR

Related to the purchase and consumption of consumptive products (e.g., vehicles, houses, and other luxury goods), Bugis-Makassar society will perform a local tradition called Mappassili, which is a special ceremony performed after purchasing and before consuming the product. This study examines the post-purchase consumer behavior related to local culture. The objective of this study is to analyze the reasons behind the existence of Mappassili tradition and to examine customer satisfaction after implementing this tradition in Bugis-Makassar tribe in Makassar City. This study used a qualitative research method. Data were collected through in-depth interviews with the sample consisted of 20 research informants obtained by applying the snowball sampling technique. The results showed that even though Bugis-Makassar tribe has lived in a modern way of life, they still implement the Mappassili tradition after purchasing the product in order to avoid danger in life or due to the pressure from the parents or families. The Mappassili tradition was not only performed to achieve satisfaction, but also to obtain the feeling of security and comfort in purchasing and consuming the product.
 Keywords : Bugis-Makassar tribe, Mappassili, post-purchase behavior

Integrating Justice Dimensions and ExpectationConfirmation Model in measuring Customer Satisfaction and Continuance Intention In Private Higher Education in Malaysia: A Conceptual Model

In providing a better service in higher education institutions, the aim of implementing online services is to manage customers more efficiently. Higher education institutions often focus on doing it right the first time and tend to ignore the importance of service recovery through justice dimensions when a service failure occurs. Service failure brings many disadvantages to the institutions and this is where justice dimensions through distributive, procedural, interpersonal and informational justice play an important role. The expectation-confirmation model (ECM) is suggested for examining customer satisfaction and continuance intention in the use of online services in the service failure context. The relationships among justice dimensions, ECM, customer satisfaction and continuance intention are given less attention compared to service quality in private higher education institutions in Malaysia. Therefore, the purpose of this paper is to examine customer satisfaction and continuance intention at the post-consumption phase in service failure situation.

Customer Satisfaction Comparison between Islamic and Conventional Banks: Case Study of Qatari Banks

This paper examines customer satisfaction in Islamic banks in Qatar in comparison with their conventional counterpart. It is an attempt to investigate whether Islamic banks have overcome the obstacle of being relatively new; whether they have started providing satisfying services to their customers or whether they act as taking advantage of their customers’ needs for Islamic finance products and treat them as captive clients who resort to Islamic banks for religious reasons. The research queries needed to be answered by the bank’s customers themselves to test their view of the services they get. A comprehensive comparative questionnaire was formulated. Responses from the questionnaire and other data collected from banks’ websites, personal interviews, etc., were analyzed. The paper conducted cross-sector comparisons of Islamic and conventional banking as well as individual comparisons between banks. Analysis of these results, computing averages and comparing them at the level of each bank as well as at the sectoral level between Islamic banks and conventional banks, was conducted. Through this, the paper attempts to uncover banks’ performance and find out all areas of improvements that the Islamic and conventional banks need to work on.

Customer Satisfaction as an Antecedent to Engagement in Co-Creation of Value in the Hotel Industry

Customer Satisfaction as an Antecedent to Engagement in Co-Creation of Value in the Hotel Industry Laurence Bell, Andrew Babyak Abstract Purpose - An examination of the existing literature found that no research had been performed examining customer satisfaction as an antecedent to co-creation of value. This is important because organizations have difficulty engaging customers in co-creation of value, which can increase loyalty, trust, innovation, and competitive advantage. The purpose of this study was to examine the relationship between customer satisfaction and its constructs, and engagement in co-creation of value. Design - Six hypotheses were developed regarding the relationship between customer satisfaction, each of its components, and customer engagement in co-creation of value. A survey was distributed to 256 adults who lived in the United States and had recently experienced hotel services. Data were examined using Pearson correlations and ordinary least squares multiple regressions. Findings - The results indicated overall customer satisfaction, reliability, assurance, tangibles, empathy, and responsiveness each had a significant and positive relationship with customer engagement in co-creation of value. Practical Implications - Due to the benefits that can be developed through creating value with customers, it is important for organizations to encourage customers to engage. The results of this study can be used to build better strategies for customer participation in co-creation of value with organizations. Originality/Value - Prior to this study, no research had been performed that examined customer satisfaction as an antecedent to co-creation of value. This research fills that gap and develops customer satisfaction as a factor towards engaging customers and developing value. Full Text: PDF DOI: 10.15640/jthm.v6n2a2

The Effectiveness of Strategic Relationship Marketing: Exploring Relationship Quality towards Customer Loyalty

This study examines customer satisfaction, trust, control mutuality and communication as determinants of relationship quality and customer loyalty in relationship marketing. The study focuses on Malaysian telecommunication industry in the business-to-customer context. The structural equation modelling technique is used to empirically test the proposed hypotheses based on the sample size of 405 customers collected by a questionnaire survey. Trust had the greatest positive influence on relationship quality, followed by satisfaction. Subsequently, there was no significant effect of control mutuality and communication on relationship quality. Customer loyalty was significantly affected by relationship quality. The contribution of this paper is twofold. From a theoretical perspective, the social exchange theory is validated and it offers both a conceptual foundation and empirical-based evaluation of customer loyalty through the context of relationship quality. In the practical perspective, the findings proposed useful information to the telecommunication service providers in developing more effective relationship marketing strategies to build better relationship quality and customer loyalty.

STUDENT SATISFACTION AND TECHNOLOGY INTEGRATION IN TEACHING AND LEARNING: THE CASE OF UNIVERSITY EDUCATION IN NAMIBIA

Purpose of the study: The purpose of this study is to assess Student Satisfaction and Technology Integration in Teaching and Learning: The Case of University Education in Namibia. The concept of customer satisfaction has attracted much attention in recent years. Institutions of higher education are accountable for their performance to their trustees, state boards, accreditation agencies, employees, parents, and of course, their students. Students are the reason for the existence of Institutions of higher education. Hence Student satisfaction should be the core business of such institutions. Yet despite a large body of research literature examining customer satisfaction and student satisfaction for that matter, researchers have not fully investigated the relationship between student satisfaction and technology integration in teaching and learning. This study explores the Challenges faced by academics in terms of technology integration in teaching and learning. It further assesses Students’ Satisfaction in relation to Technology Integration in Teaching and Learning as well as the relationship between the use of technology in teaching and learning and Students Satisfaction. Research Methodology: This is a correlation cross-sectional quantitative survey. Responses were obtained from a 200 valid random sample comprising of Students and Lecturers at one of the major public Universities in Namibia. The responses were analysed using SPSS version 23. Both descriptive and inferential statistics were used to examine the research questions. Descriptive statistics were used to report demographic information and for inferential statistics, the principal components analysis (PCA) was used. Further, in order to explore the relationships between Student Satisfaction and Technology Integration in Teaching and Learning, Pearson correlation and analysis of variance (ANOVA), were used to address research questions accordingly.Findings: The study found significant relationships between Technology Integration in Teaching and Learning and Students Satisfaction. The results prompted recommendations guiding effective marketing strategies for Institutions of Higher Education, policy making in relation to Technology Integration in Teaching and Learning vis-à-vis Student Satisfaction.Contribution: Regular appraisal of students satisfaction with technology integration is critical. Evaluation of lecturer’s perception and awareness of technology integration is essential-to reduce the Knowledge Gap in the area of technology integration in teaching and learning. Specific studies related to technology integration in teaching and learning per discipline (Programme) are desirable since different Programmes may have different needs in terms of technology integration. Lecturers’ commendations/support for technology integration is key to ensure adoption and full technology integration in the long run. Institutional Policy on course web/e-learning presence is fundamental

Examining the Role of Relationship Marketing in Public Service Organi-zations: A Study Within Kuwaiti Healthcare Public Sector

Public services have a significant impact on the competitiveness of economies, that’s why public agencies are developing new ways of delivering public services within a multi-channel logic. This study examines the ap-plication of relationship marketing in the public healthcare sector in Kuwait as public services organizations. It examines customer satisfaction and trust as indicators of the applications of Relationship marketing within these organizations. A survey was conducted, collecting data through a questionnaire containing 34 items that was completed by 887 randomly selected public hospital patients and multiple regression analysis was used for data analysis. The results revealed that relationship marketing is applied to some extent within these organiza-tions. The study also included a road map for improving marketing performance in these organizations and the similar public sector ones.

Corporate heritage brands, augmented role identity and customer satisfaction

PurposeThe study aims to explore customer satisfaction towards the celebrated Tong Ren Tang (TRT) Chinese corporate heritage brand (established in 1669). This paper examines the multiple role identities of the corporate brand and, in particular, the enduring imperial identity (role identity) of the corporate brand. The study examines whether the corporate heritage brand’s imperial associations are still meaningful.Design/methodology/approachA indicative, survey-based case study methodology undertaken with Chinese customers informs this research.FindingsTRT’s corporate heritage brand identity and, moreover, its imperial role identity were salient in terms of customer satisfaction. TRT’s augmented imperial role identity not only was highly salient but also, moreover, meaningfully enhanced the organisation’s corporate reputation in terms of customer satisfaction.Research limitations/implicationThis study lends further support for the utility of the notion of corporate heritage/corporate heritage brands and in particular the saliency of the theoretical notion of augmented role identity within the corporate heritage marketing field.Practical implicationCorporate heritage brand managers should be appraised of which corporate role identities are meaningful for customers. At a practical level, senior corporate marketing managers of corporate heritage organisations should accorded importance to the additional P of Provenance apropos the corporate marketing mix.Social implicationAt a time, when China is reappraising its relationship with its past – including its imperial past (of which much has been destroyed) – this paper’s focus on TRT’s unsurpassed augmented role identity is pertinent and propitious. Seemingly, this corporate heritage brand’s imperial association provides a living and tangible link with China’s long and momentous imperial provenance and erstwhile imperial polity. In short, the corporate heritage brand is part of China’s patrimony and enjoys a unique place in this regard.Originality/valueThis paper is one of the first empirical studies examining a Chinese corporate heritage brand entity. The study marks new ground in examining customer satisfaction from the theoretical perspectives of corporate heritage brand and augmented role identity. It is believed that this is the first study to consider corporate heritage in the pharmaceutical sector and marks new ground in considering the saliency of China’s imperial legacy on an extant, highly successful and high profile-Chinese corporate heritage brand.

Business intelligence in online customer textual reviews: Understanding consumer perceptions and influential factors

With the rapid development of information technology, customers not only shop online—they also post reviews on social media. This user-generated content (UGC) can be useful to understand customers’ shopping experiences and influence future customers’ purchase intentions. Therefore, business intelligence and analytics are increasingly being advocated as a way to analyze customers’ UGC in social media and support firms’ marketing activities. However, because of its open structure, UGC such as customer reviews can be difficult to analyze, and firms find it challenging to harness UGC. To fill this gap, this study aims to examine customer satisfaction and dissatisfaction toward attributes of hotel products and services based on online customer textual reviews. Using a text mining approach, latent semantic analysis (LSA), we identify the key attributes driving customer satisfaction and dissatisfaction toward hotel products and service attributes. Additionally, using a regression approach, we examine the effects of travel purposes, hotel types, star level, and editor recommendations on customers’ perceptions of attributes of hotel products and services. This study bridges customer online textual reviews with customers’ perceptions to help business managers better understand customers’ needs through UGC.

User satisfaction and loyalty in a public library setting

We investigated how the relationships among service experience, perceived quality, and user satisfaction affect user loyalty in a public library context. The study framework was based on the Hotel Customer Satisfaction Index, with service experience assessed in place of the customer expectation construct. Participants were 339 library users who completed measures of service quality, service experience, satisfaction, and loyalty. Survey data were analyzed and we used regression analysis and mediation analysis to assess the reliability and validity of the newly developed measurement instrument. Results showed that service experience directly and positively influenced both user satisfaction and loyalty; however, the effect of service quality on satisfaction of library users was nonsignificant. The results can be applied to examine customer satisfaction with, and loyalty toward, nonprofit organizations, such as public libraries.

An investigation of customer satisfaction with low-cost and full-service airline companies

Using a survey of 382 passengers, this research examines customer satisfaction and its antecedents and consequences in the context of the airline industry. The relationships among airline tangibles, quality of personnel, satisfaction with the airline, the intention to repurchase and intention to recommend the airline are examined. The findings indicate that tangibles and personnel quality positively affect satisfaction, and satisfaction positively influences intentions to both repurchase and recommend. The key contribution is to test the moderating effect of the airline type: a low-cost vs. a full-service carrier. The results reveal a significant moderating effect of airline type on two relationships: personnel quality – satisfaction and satisfaction – repurchase intention. Specifically, the positive effect of quality of personnel on satisfaction is weaker for the low-cost versus full-service airline, while the positive effect of satisfaction on repurchase intent is stronger for the low-cost airline. The study also discusses implications for airline carriers.

Customer Satisfaction Assessment Using the SERVQUAL Model

The main objective of this study is to examine customer satisfaction in the banking sector using the SERVQUEL model and Ecobank Ghana Limited in Ghana as a case study. The research employed the quantitative research approach. Using a sample size of 150, data was collected and analysed. The research revealed that expectations of customers exceeded their perceptions. The interpretation of this result using the disconfirmation theory is that customers are generally not satisfied with the quality of service they receive from the bank. The conclusion drawn in this regard is that, Ecobank Ghana Limited is not fully meeting the expectations of their customers and hence need to do more to improve its service quality as a means of satisfying their customers so as to remain competitive. The research population was restricted to three Ecobank branches: all in one township and hence the results of the study cannot be generalized. Future studies should therefore look at conducting a countrywide study.