Explain Customer Satisfaction Research Articles

The effects of user- and marketer-generated content on customer satisfaction: A textual analysis approach

Online reviews and management responses are important user-generated content (UGC) and marketer-generated content (MGC) in social media platforms, which directly reflect the customer’s and merchant’s feedback on a specific consumption and may further affect customer satisfaction. However, as the targeted feedback to UGC, the impact of MGC and the total impact between UGC and MGC are still understudied. In this work, we proposed a systematic analysis procedure for unravelling the impacts of online catering UGC and MGC on customer satisfaction in-depth. By studying the collected 130,412 review data from a leading online catering review website in China, we empirically extracted several new UGC topics using a topic model, thereby expanding the customer value factor set from previous literature; we also quantitatively analyzed their effectiveness in explaining customer satisfaction. We further integrated the UGC and MGC, and causally elaborated upon the usefulness of targeted responses in customer relationship management through difference-in-difference (DID) analysis. The findings validated that the effectiveness of management response on customer future satisfaction is relatively limited compared to the impact brought by the rating variables in UGC, but targeted management responses can perform more effectively in improving customer satisfaction. In addition, moderation roles based on the consumption price and the subjective emotional tendency of customers revealed in the textual comments were also investigated. Thus, this study helped to form a comprehensive understanding of customer satisfaction by contributing to a better quantification of customer value factors and understanding of the influence mechanism for customer satisfaction through the integration of UGC and MGC. Several managerial implications for optimizing customer relationship management in online catering markets were also provided.

The Influence of Service Quality and Price on Customer Satisfaction at AHHAS Karya Perdana Workshop

The AHHAS Karya Perdana workshop is located on Jl. DI. Panjaitan, Karanganyar, Kec. Indramayu, Indramayu Regency, West Java 45213. The workshop provides a complete range of spare parts products and motor vehicle repair services. The workshop has a very comfortable waiting room atmosphere, quality of service is a priority with varying prices, and a strategic workshop location in the city center makes it easy for the people of Indramayu to find and repair motorbikes, influencing customer satisfaction. The method used in this study uses descriptive and associative research methods using a quantitative approach. This study's sample number was 95 AHHAS Karya Perdana Workshop customers. By collecting data using a questionnaire. Data analysis technique using multiple linear regression analysis, correlation, and coefficient of determination. Calculations using the SPSS software tool version 20. The results showed that service quality and price significantly and positively affected customer satisfaction. In this study, service quality and price can explain customer satisfaction by 62.1%, while the remaining 37.9% is influenced by factors not examined.

Pengaruh Harga Dan Promosi Terhadap Keputusan Penggunaan Jasa Aplikasi Maxim

The objective of this research is to examine the impact of pricing and promotion on service use choices within the context of Maxim, serving as a case study for students majoring in STMB Multismart Management. The used research methodology is characterized by a quantitative approach. The research methodology used in this study is descriptive quantitative research, which aims to provide a comprehensive analysis of the subject matter. Additionally, the nature of this research is explanatory, as it seeks to elucidate the underlying factors and relationships associated with the observed phenomena. The population consists of students enrolled in the management major at STMB MULTISMART. The investigation used a basic random sampling approach. The sample size in this research consisted of 54 students. In order to assess the validity and reliability of the test, a sample of 54 consumers was selected from the whole population under consideration. The findings indicate that the impact of price on service utilization decisions is not statistically significant, while promotion has a partial effect on service utilization for Maxim. The coefficient of determination, which is 0.284 or 28.4%, suggests that the combined influence of price and promotion in explaining customer satisfaction is 28.4%. The remaining 71.6% of the variance may be attributed to factors outside the variables under investigation, such as user convenience, safety, and other relevant variables.

Antecedents of patient satisfaction in the medical tourism sector: a review

PurposeThe main purpose of this paper is to outline the antecedents of patient satisfaction in the field of medical tourism (MT) applying extant literature and to develop a conceptual model based on the review.Design/methodology/approachThis paper presents a thorough review of prior studies related to the antecedents of patient satisfaction in the MT sector. Moreover, it provides the theoretical base that helped the researcher to identify significant relationship between the patient satisfaction and its antecedents.FindingsThe researchers identified the prominent antecedents of patient satisfaction and present the potential interrelationships between different antecedents of patient satisfaction such as treatment quality, cost attractiveness, destination image and service quality with patient satisfaction based on the review.Practical implicationsThe results have momentous practical implications as they will help researchers to better understand the antecedents of patient satisfaction and their potential inter linkages with patient satisfaction in MT sector. The conceptual model derived from the review may guide the actions of researchers as well as practitioners in the MT industry as a whole. The present study provides insights for further research in the MT sector and thereby helps to further enrich the existing theoretical base of the MT.Originality/valueThe study brings together the scattered knowledge from the broad and extensive range of medical or health tourism and cognate literature which indicate ideological differences among various aspects of MT as well as potential factors determining patient satisfaction in MT sector (antecedents of satisfaction). The newly developed model incorporates a new construct called “treatment quality” as different from “service quality,” which is a widely used construct to explain customer satisfaction. The antecedents of patient satisfaction and their inter-linkages with patient satisfaction provide a sound theoretical foundation for the future studies.

The Effects of Route Optimization Software to the Customer Satisfaction

Route optimization, which is a result of the advancement of technology today, makes companies profitable within months. The aim of this study is to explain the relation between route optimization software and the customer satisfaction. Route optimization softwares become widely used by the companies and this study touches briefly on the subject of the relation between route optimization software and customer satisfaction level. While explain this relation, the study described route optimization software, how it works and its execution areas. Hereafter, the article start to explain customer satisfaction and route optimization software’s effects on customer satisfaction and conclude the study. In the drafting and writing process of this article, the topic is detaily searched and analyzed.

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.

What motivated Malaysians in banking with the service provider in the post COVID-19 pandemic era?

The fierce competitive environment in Malaysian banking industry has pressured the service providers into focusing on the improvement of their customers loyalty.This study aims to examine the antecedents of customer satisfaction to promote customer loyalty. This study adapted SERVQUAL model to explain the influencing factors. Hundred and one valid and reliable responses were used for data analysis. The findings suggested positive relationships between tangibility, assurance, and empathy on customer satisfaction. The relationship between customer satisfaction and customer loyalty is significantly positive. Contrary to previous findings, responsiveness and reliability are not significant in explaining customer satisfaction. This study is one of the very few studies in Malaysia and Asia to propose effective measures to enhance customer satisfaction and loyalty post COVID-19 pandemic era.

Kualitas Produk Terhadap Kepuasan Konsumen Fudia Bakery Bandar Lampung

The current marketing concept places consumers as the main concern. More and more companies produce products with the same types and uses, but nowadays consumers are also more selective and critical in choosing products. Consumers no longer buy products based on the physical product, but consumers see the quality of the product. The purpose of this study was to determine the effect of product quality on consumer satisfaction at Fudia Bakery Bandar Lampung. The population in this study were consumers of Fudia Bakery Bandar Lampung with a total sample of 100 respondents using incidential sampling techniques, primary data collection using questionnaires and secondary data collection using literature study and documentation. Testing the hypothesis in this study using double linear regression with the results of product quality has a significant effect on customer satisfaction Fudia Bakery Bandar Lampung. The coefficient of determination obtained is 76.6%, which indicates that product quality has the ability to explain customer satisfaction, while the remaining 23.4% can be explained by variables or other factors not examined in this study. Keywords: Product Quality, Customer Satisfaction, Features, Durability

Explaining customer satisfaction via hotel reviews: A comparison between pre- and post-COVID-19 reviews

This study aims to examine whether and how COVID-19 has changed the effects of consumer evaluations of hotel attributes on customer satisfaction. We extracted positive and negative evaluations of hotel attributes from online reviews both pre- and post-COVID-19 and examined their effects on customer satisfaction. Using a sample of 1,947,391 reviews of 35,022 Chinese hotels collected from ctrip.com, we conducted a fine-grained sentiment analysis based on sentiment triples to identify important positive and negative evaluations of hotel attributes. Subsequently, we applied regression analyses to examine how these evaluations of hotel attributes influenced customer satisfaction. The results revealed that positive and negative evaluations of hotel attributes had differentiated effects on customer satisfaction. We classified these attributes into basic, excitement, and performance attributes, from which management implications can be derived.

Pengaruh Harga dan Kualitas Produk terhadap Kepuasan Pelanggan Produk Tempe

This study aimed to analyze the effect of price and product quality on customer satisfaction of Tempe Product. The type of research was explanatory research. The population of this research were all customers of Ibu Mus tempe products. The research sample was obtained as many as 100 customers. The sampling technique used was purposive sampling with the criteria of Ibu Mus tempe customers who have made purchases more than 2 times. The analysis technique used was multiple linear regression. The results showed that the partial and simultaneous test results stated that price and product quality had a significant positive effect on customer satisfaction. The value of the coefficient of determination is 31.0%, which means that price and product quality can explain customer satisfaction by 31%, while the remaining 69% is explained by other variables outside the research model.

Pengaruh Tangible dan Reliability Jasa Hotel terhadap Tingkat Kepuasan Konsumen di Rumah Kito Resort Hotel Jambi

This study aims to determine the effect of tangible and reliability on consumer satisfaction simultaneously and the effect of tangible and reliability on customer satisfaction partially. The type of data used in this research is quantitative primary data regarding tabulation of data from questionnaires. The data in this study can be obtained from a questionnaire at Rumah Kito Resort Hotel Jambi. The sample of this research is Rumah Kito Resort Hotel Jambi, with a population of 13,250 people and a sample of 100 people. This study uses an analytical tool, namely multiple linear regression. The results of this study indicate that: tangibles are categorized as good with an average score of 396, reliability is categorized as good with an average score of 405, and consumer satisfaction is categorized as good with an average score of 413. Based on the results of the study, it can be concluded Based on the results of the coefficient of determination test, it can be seen that Tangible and Reliability have an influence on Consumer Satisfaction at Rumah Kito Resort Hotel by 0.506 or 50.6% stating that tangible and reliability variables are able to explain Customer Satisfaction of 50.6 % on the contrary 49.4% caused by other variables outside the variables studied, Based on the results of the t-test, it can be said that the t-value on the Tangible variable is 2.696 with a significant level of 0.000. Because the t-count value is 2,696 > the t-table value is 1.660 and the significant level is 0.000 < significant probability = 0.05. While the value of t-count on the reliability variable is 5.540 with a significant level of 0.000. Because the t-count value is 5.540 > t-table 1.660 and the significant level is 0.000 < significant probability = 0.05.

Investigation of the Physical Environment and Employee Performance toward Customer Satisfaction in the Luxury Hotel: A Study in Bandung, Indonesia

This study aims to investigate the relationships between physical environment and employee toward customer satisfaction in luxury-hotels (four-star) and enrich the hoteliers with insight on which attributes of physical environment and employee that are most crucial to increase the satisfaction. Using quantitative approach with a large-scale survey to explore customer satisfaction, data were collected through 300 questionnaires and distributed to guests of luxury hotels around Bandung with 260 questionnaires returned. To analyze the data, a simple regression analysis was run. The main finding showed that customer satisfaction could be explained by physical environment dimension, with the highest contribution came from hotel décor. However, the result also showed that the employee dimension could also explain customer satisfaction. In fact, employee has the strongest impact towards customer satisfaction compared to physical environment. As a conclusion, it can be said that while service constitutes tangible and intangible aspects, this research shows that the intangible aspect seems to play the more vital role in delivering service in the hospitality industry. This paper will help hoteliers of luxury-hotel to decide which factors they should consider the most to increase the satisfaction of their guests.

Analisis Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Nasabah Di PT Bank Danamon Indonesia Cabang Bintaro Tangerang Selatan

This study aims to examine and analyze the effect of service quality and product quality on customer satisfaction in PT Bank Danamon Bintaro Branch South Tangerang. Data was collected through questionnaires distributed and implemented on 100 (one hundred) customers at PT Bank Danamon Bintaro Branch. Data analysis in this study using SPSS version 20. Penenlitian is done sampling by non probability sampling and using accidental sampling method. While the data testing techniques used in this study include the validity test with factor analysis, reliability test with Alpha Cronbach. Test the classical assumption and multiple linear regression analysis, to test and prove the research hypothesis. The results of the analysis show that service quality has an effect on customer satisfaction and product quality also has an effect on customer satisfaction. Based on the results of tests conducted with partial test (t test) there is a positive correlation of service quality variable to customer satisfaction. Similarly, simultaneous test (F test) shows that overall variable of service quality influence (X1) and product quality (X2) have significant influence to customer satisfaction. R Square value of 0.664, means that the quality of service and product quality are together able to explain customer satisfaction variable of 66.4% while the rest of 33.6% are other factors not examined in this study.

ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN

The purpose of this study was to determine the effect of service quality (tangible, reliability, responsiveness, assurance and empathy) caring for the satisfaction of new customers in telecommunications companies in Denpasar. The research method used is quantitative. The sample in this study were 119 people taken using the purposive sampling method. Data was collected by distributing questionnaires and then processed with SPSS. The analysis shows that tangible, reliability, responsiveness, assurance and empathy have positive effects on customer satisfaction. Hypothesis testing partially and simultaneously of the independent variables is significant, because the significance value <0.05. The coefficient of determination shows that the ability of tangible variables, reliability, responsiveness, assurance and empathy in explaining customer satisfaction is 62.6%. This means that Service Quality has an influence on Customer Satisfaction

To Study the Consumer Satisfaction in Consuming the Fast Food Products With Special Reference To Domino’S

This research aims at providing information about fast food industry, its trend, reason for its emergence and several other factors that are responsible for its growth.5 This report provides extensive research and rational analysis on the Indian fast food industry and about the changing trends in market. The research study looks into the market condition and future forecasts, and outlines of current trends and analyses. Domino’s pizza is an American restaurant chain and international franchise pizza delivery. This project will be focusing the customers of Domino’s pizza outlets in Chhattisgarh.9 The purpose of this project is to view the customer satisfaction in domino’s pizza outlets. It tells about the consumer perception and consumer preference about the Domino’s products. It will explore the level of satisfaction of customers in pricing factors and in delivery of a products and it will give the suggestions to the Domino’s outlet to improve some extra qualities such adding some products reduction in price etc.7 This research is based on consumer perception of domino’s quality of service. The fast food industry of India and is one the country. Further, on the back of changing and busy lifestyle, middle class population and the industry will continue to grow at a pace in coming years. In the developed countries and continues to expand there and in many other industrial countries in the coming years.10 They are most trends developed in the youth areas. Youth like most fast food then the elder ones. In Chhattisgarh region the dominos trends are in DURG Region and RAIPUR.12 To explain customer satisfaction better it may be important to look additional factors to seek better measures of the constructs. Customer satisfactions are different. Full service restaurants should focus on three elements- service quality, price and food quality, value.5

Evaluasi Kualitas Pelayanan Bank Syariah Indonesia: Studi Empiris Pembayaran UKT di Jambi

Customer satisfaction is very important for a company engaged in banking services. To achieve customer satisfaction, it needs to pay attention to several factors, one of which is the quality of service. The purpose of this study is to find out the influence of the quality of service during the tuition fees at Bank Syariah Indonesia on the satisfaction of students of the Faculty of Economics and Islamic Business UIN STS Jambi. The research was conducted by distributing questionnaires to 344 customers who are students of FEBI UIN STS Jambi. Multiple regression analysis results in that all dimensions of service quality significantly affect customer satisfaction. These dimensions are variables of physical evidence, reliability, responsiveness, assurance, and empathy. The five variables were able to explain customer satisfaction by 74,1%.

Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic

Objective - The objective of this study is to investigate the determinants of customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic. Methodology/Technique - Website quality, service quality, price, and convenience were hypothesised to explain customer satisfaction towards mobile food delivery apps. 200 respondents were recruited using convenience sampling. Due to COVID-19, the data collection was done using Google Form which consisted of respondents' profile and measurements for all the constructs in this study. All the instruments of the variables were adapted from previous studies. Partial Least Square Structural Equation Modeling (PLS-SEM) was performed to assess the measurements' validity and test the relationship among the variables. Findings - Convergent validity and discriminant validity which were assessed via measurement model were satisfactory. The R-square value obtained was 0.565. This indicates that, the model explains customer satisfaction by 56.5% towards mobile food delivery apps during the COVID-19 pandemic. The findings show that website quality and convenience have significantly influenced customer satisfaction towards mobile food delivery apps. Service quality and price, however, were found insignificant. Website quality has been found as the most important predictor of customer satisfaction. Novelty - This study provided an insight into the customer satisfaction towards the mobile food delivery apps from the new norm of COVID-19 measured perspective. The apps' website quality and the convenience of using the apps were revealed as important factors that impact customer satisfaction significantly during the pandemic period. Type of Paper - Empirical. Keywords: Customer Satisfaction; Mobile Food Delivery Apps; COVID-19; Website Quality; Service Quality; Price; Convenience. JEL Classification: M15

Nilai Kepuasan Pengunjung Saung Angklung Udjo

Customers are important people in business organizations, do not depend on the company, not people for debate, so that customer desires are the company's duty to be realized. The study purpose is to explain customer satisfaction value as an impact of implementing customer value. The verification method is used to explain the effect of customer value on customer satisfaction with regression analysis. The results explain that Saung Angklung Udjo performance art is a traditional art performance producing beautiful tones, can foster audience enjoyment and satisfaction, the impact of the growing value of performing arts, service, personal, image and cost value. The growth in visitor value has an impact on the growth of visitor satisfaction so as to foster knowledge, a sense of pleasure and the return of fresh feeling to people who experience boredom from their daily routines. This is an important aspect in society that can be used as a reference in the process of interaction as well as a pattern of behaviour and group thought patterns that are mutually recognized in travelling

Çalışanları ve Kurumsal Gücü ile Yükselen Değer: Katılım Bankacılığı (Rising Value with Employees and Corporate Strengt: Participation Banking)

Purpose – The aim of the study is to contribute to the participation bank sector and the marketing literature by determining the effects of the participation bank employees and the attitudes of the participation bank to the customers of the participation bank sector on customer satisfaction and customer loyalty. Design/Method/Approach – It is a descriptive cause-effect research from quantitative research methods. Two different models will be tested in order to realize the research purpose. 1st model: The Effect of Participation Bank Employee and Participation Bank's Attitudes on Customer Satisfaction, 2nd Model: The Effect of Participation Bank Employees and Participation Bank's Attitudes on Customer Loyalty. Data were collected from 373 customers by face-to-face survey method between November 19, 2018-January 25,2019. The sample of cause and effect research is easy sample. The reliability of the scale taken from Nakiboglu (2008) was determined by the participation bank application (KMO= 0.869, sphericity test p‹0.00). Findings – 1st model analysis result; The power of the participation bank employees and the attitudes of the Participation bank to explain customer satisfaction is 0.550, the result of the F test (F= 283,146; p=0.000); Model 1 is significant. H1 and H2 were accepted in the research model hypothesis test. 2.model analysis result; The power of the employees of the bank and the attitudes of the Participation bank to explain customer loyalty is 0.455, the second model is significant as a result of the F test (F= 156.146; p=0.000). H3 and H4 were accepted in the research model hypothesis test. Discussion – Attitudes of participation banks have a positive effect on customer satisfaction. It is important for participation banks to diversify their products to ensure customer satisfaction. It is recommended that participation banks develop marketing practices that will remind all stakeholders in the financial ecosystem, with messages to be repeated, of the originality of the solidarity philosophy. Participation bank employees who have direct contact with customers have a positive effect on customer loyalty. It is recommended that employees in sales and support organizations be encouraged to work in line with the bank's strategic goals

Factors influencing customer satisfaction with water service quality in Chile

Consumers satisfaction with water and service quality are not always in line with monitored water and service quality compliance. Reducing the difference between perceptions and realities requires understanding how perceptions are formed and the factors that affect them. Most studies have researched these factors in developed countries. This study analyzes the factors that explain customer satisfaction with water and service quality and of the service provided by water supply and sanitation providers in Chile, shedding light on the factors that affect customer satisfaction in a developing country context and, also in a situation with stringent water service standards and reliable water supply. A Structural Equation Model was estimated, using an unbalanced pseudo panel with 32,745 observations collected by the Superintendencia de Servicios Sanitarios of Chile. Results indicate that perceived water quality has a strong influence on the perceived health risk.Additionally, customer risk perception mainly depends on organoleptics, which are explained by taste, odour, and clarity. Service quality and price are mainly influenced by the consumer's perception of water quality and the payment system. Furthermore, perceived health risk and service quality negatively impact customer satisfaction with water and service quality. Reducing the difference between perceptions and realities requires an understanding of how perceptions are formed. This research sheds light on these processes.