Factors Affecting Customer Satisfaction Research Articles

Passenger Flow Management in Front of Ticket Booths in Urban Railway Stations

In railway stations, queues often form in front of the ticketing booths that provide ticketing services. Proper design of service systems is key to effectively managing these queues, as waiting time is a critical factor affecting customer satisfaction. This research focuses on optimising the location and configuration of queues in front of ticket booths to minimise waiting times and increase service efficiency. Passenger flow management at the station can be understood as the planning and implementation of the orderly movement of the crowd through the infrastructure. Using operational Markov chain analysis, we evaluate different queue configurations and the number of service providers in urban railway stations. The study specifically focuses on the case of the Poprad-Tatry railway station in Slovakia, where we propose the introduction of a common queue for all ticket booths. We propose the distribution of lines and their schedule, based on mathematical analyses, by creating designated service zones with a common queue in front of the ticket booths. The results show that this approach significantly reduces waiting times and improves overall system efficiency. This research focusses on solving the shortcomings in the design of queues in railway stations, specifically on the use of a common queue, thereby contributing to the improvement of passenger movement management.

Factors Affecting Customer Satisfaction In Online Shopping: An Analysis Of Convenience, Trust, Service Quality, Privacy, And Security

Factors Affecting Customer Satisfaction In Online Shopping: An Analysis Of Convenience, Trust, Service Quality, Privacy, And Security

Customer Satisfaction with Chatbot Tools in Electronics Retail in VietnamCurrently, Chatbot tool is being used a lot in e-retail businesses due to its convenience, speed and usefulness, so the study of factors affecting customer satisfaction with Chatbot

Customer Satisfaction with Chatbot Tools in Electronics Retail in VietnamCurrently, Chatbot tool is being used a lot in e-retail businesses due to its convenience, speed and usefulness, so the study of factors affecting customer satisfaction with Chatbot

Factors affecting customer satisfaction of mobile banking in Nepalese commercial banks

This study investigates the factors affecting customer satisfaction of mobile banking in Nepalese commercial banks. Customer satisfaction is selected as dependent variable. The independent variables are service quality, system availability, security, ease to use and website features. The primary source of data is used to assess the opinions of the respondents regarding mobile banking and level of customer satisfaction in Nepalese commercial banks. The study is based on primary data of 15 Nepalese commercial bank, leading to a total of 120 observations. To achieve the purpose of the study, structured questionnaire is prepared. The correlation coefficients and regression models are estimated to test the significance and importance of service quality, system availability, security, ease to use and website features on customer satisfaction in the context of Nepalese commercial banks. The study showed that service quality has a positive impact on customer satisfaction. It indicates that better the quality of service, higher would be the customer satisfaction. Similarly, the result showed that system availability has a positive impact on customer satisfaction. It indicates that higher the availability of system, higher would be the customer satisfaction. Likewise, security has a positive impact on customer satisfaction. It indicates that higher the security, higher would be customer satisfaction. The result also showed that ease to use has a positive impact on customer satisfaction. It indicates that user friendly system leads to higher customer satisfaction. Similarly, website features has a positive impact on customer satisfaction. It indicates that better the website features, higher would be the customer satisfaction.

Experiencia y satisfacción del cliente: evaluación de vínculos y temas en la industria hotelera

Hotel industry provides several services simultaneously to customers and plays a relevant role within the tourist sector and overall economic development. This study seeks to explore the interaction between customer experience and customer satisfaction in the hotel industry and to analyse factors affecting customer satisfaction and purchasing intentions. To conduct the analysis, a thematic and a co-citation analysis have been applied to scientific literature output. Results show that word-of-mouth has been mostly replaced by electronic word-of-mouth and online reviews gained relevance in influencing customer behaviour. Purchasing decisions, determinants of service quality, particularly those related with physical settings and environments, are critical to customer experience and customer satisfaction, and employees and job-satisfaction are among the most relevant themes within the research stream. This study also provides several relevant implications and guidance to academics and practitioners and some hints for further research.

DETERMINANTS OF CUSTOMER SATISFACTION IN RETAIL BANKING: EMPIRICAL EVIDENCE FROM JAPANESE BANK CUSTOMERS

As a consumer-oriented service industry, the quality of customer service provided by banks and their customers' overall satisfaction with their services are becoming increasingly important. This study examines the factors influencing customer satisfaction with banking services provided by Japanese regional banks. Using data from the Japan Financial Institution Customer Ratings METER® of about 200,000 cases, we estimated the factors affecting customer satisfaction using an ordered probit model. The results indicate a positive correlation between direct financial services from regional banks and customer satisfaction. This relationship is solid when customers hold investment-related products. Additionally, we observed that individual customer satisfaction tends to decline with increasing financial asset holdings and increase as customers become more financially literate. Furthermore, we noticed that customer satisfaction tends to be higher for females than males, younger people than the elderly, and occupied customers than for unoccupied customers. The findings of this study suggest that customers may be more attracted to regional banks that provide investment information and advice tailored to their circumstances. It may be beneficial for regional banks to understand better factors that influence customer satisfaction, such as the age and gender of their customers, their level of financial Literacy, and the amount of financial assets they have. It would be beneficial for regional banks to consider these factors and enhance the quality of their direct interactions with customers and the customer service provided by their staff and call centers. This could help regional banks build long-term, ongoing relationships with their customers.

A Preliminary Study of Determining the Factors Affecting Customer Satisfaction Towards the Facilities Management Services at The Shopping Malls in Sarawak

A Preliminary Study of Determining the Factors Affecting Customer Satisfaction Towards the Facilities Management Services at The Shopping Malls in Sarawak

Factors affecting customer satisfaction with life insurance service quality: A case study in Hanoi

Factors affecting customer satisfaction with life insurance service quality: A case study in Hanoi

Factors Affecting Customer Satisfaction in the Retail Formats in Rupandehi

This paper aims to investigate the Factors Affecting Customer Experience in the Retail Formats In Rupandehi district of Nepal. Primary data have been collected through structured questionnaire using online method i.e. Google Forms out of 384 different retail format users district of Nepal. A descriptive Research and causal comparative design was used and sample was selected by purposive sampling method. Smart PLS 4 is used as a data analysis tool and various tests like descriptive analysis, Measurement Model Assessment, Convergent Validity and Discriminant Validity, Model Fit Assessment, Structural Model Assessment and Importance-Performance Map Analysis (IMPA) tests were conducted as analysis tool to assess the quantitative raw data. The study concludes that Price and Assortment has positive significant relationship with Customer satisfaction whereas social environment and Retail atmosphere has positive insignificant relationship with customer satisfaction.

Customer Satisfaction towards Online Shopping with reference to Ujjain City

A fundamental understanding of factors causing customer satisfaction in online shopping has gained greater prominence with companies replacing their traditional retail outlets with the online interface. Online retailing helps retailers to serve their customers quickly and more efficiently by delivering superior customer value. It is in this regard a fundamental understanding of factors causing customer satisfaction in online shopping has attained greater prominence. The paper aims to apply the modified SERVQUAL model in the context of online shopping to describe how customers perceive online shopping quality. This empirical study mainly focuses on examining the major factors influencing online customer satisfaction. A survey research questionnaire of 24 items has been applied and the data of 200 respondents were collected from customers using online shopping service in Ujain city. A convenient sampling technique was used for selecting the respondents. Statistical tools such as factor analysis cross tabulation and frequency tables were applied to interpret the data. To achieve the objective reliability test was conducted. The reliability analysis shows that all dimensions are reliable. First, the study identified Ease of use, service reliability, responsiveness, assurance, and security are the major determinants of customer satisfaction with reference to online Shopping. The study primarily focuses on exploring the factors that influence online customer’s satisfaction. The study not also helps in assessing the significance of these factors in the context of online shopping but also provides an insight for retailers on the factors affecting customer satisfaction. Keywords – prominence, Online retailing, convenient sampling technique, reliability analysis, assessing.

AN ANALYTICS APPROACH TO STUDYING THE IMPACT OF ONLINE FOOD DELIVERY PARTNERS ON CUSTOMER SATISFACTION AT RESTAURANTS

The emergence of digital meal delivery platforms has completely changed the restaurant business and the way customers eat. This thesis looks into how online meal delivery partners affect restaurant patron satisfaction levels using an analytics-driven methodology. The studys objectives are to identify the critical elements that influence customer happiness and determine how delivery services affect a restaurants overall performance. The study technique makes use of a variety of datasets to conduct a multidimensional examination. The foundation of the analytical framework is made up of survey data on customer feedback. To enable thorough analysis, the data is carefully cleaned, integrated, and feature engineered. Through correlation analysis and predictive modelling techniques, the study scrutinizes the relationship between various parameters including delivery time, order accuracy, restaurant ratings, and customer satisfaction. Segmentation analysis is utilized to discern distinct customer preferences and behaviours, aiding in the identification of nuanced patterns. The findings unearth key insights into the factors that significantly influence customer satisfaction. The analysis unveils the impact of delivery partners on restaurant performance, delineating the critical facets that contribute to customer contentment in the context of online food delivery services. Leveraging analytics methodologies, we analyse various factors affecting customer satisfaction, including delivery time, order accuracy, customer service, and platform usability. The thesis culminates in actionable recommendations aimed at enhancing service quality and optimizing the delivery experience. The insights derived from the analytical study serve as a foundation for strategic enhancements, fostering collaborative improvements between restaurants and delivery partners. This research advances the understanding of the intricate dynamics between online food delivery services and customer satisfaction within the restaurant industry. It serves as a roadmap for restaurant owners, offering actionable strategies to elevate service standards and augment customer experiences in the evolving landscape of food delivery.

A Study On Consumer Satisfaction On Masqati Dairy Products

This study aims to determine customer satisfaction levels with Masqati Dairy Products, a supreme dairy brand in India. The research emphasizes identifying the factors affecting customer satisfaction, including product quality, packaging, pricing, and distribution, and enhancing them. To determine how masqati dairy products are different from other dairy products. A mixed-methods approach was used to gather data. The data would be analyzed and interpreted using statistical techniques such as descriptive statistics. The finding could indicate that product quality, packaging, and pricing are the most significant factors affecting customer satisfaction, and identify the areas for improvement within masqati dairy products while distribution had little impact. The study would conclude with recommendations for Masqati Dairy Products to enhance its customer satisfaction and loyalty by improving its product quality, packaging, and product strategies. This can guide strategic decisions to upgrade or improve customer satisfaction, loyalty, trust and thereby strengthening Masqati Dairy’s market position.

A proposed model to estimate the most important factors affecting customer satisfaction with Egyptian handicrafts A case study in the area of (Khan Al-Khalili - Al-Azhar - Al-Fustat)

A proposed model to estimate the most important factors affecting customer satisfaction with Egyptian handicrafts A case study in the area of (Khan Al-Khalili - Al-Azhar - Al-Fustat)

Factors Affecting Customer Satisfaction of Calla Spa in Dong Nai and Ho Chi Minh City Areas

Factors Affecting Customer Satisfaction of Calla Spa in Dong Nai and Ho Chi Minh City Areas

Analyzing Sociolla Electronic Commerce Repurchase Intentions with Customer Satisfaction as a Mediator

This study examines the factors that influence recurrent purchases on Sociolla E-Commerce, paying particular attention to e-service quality, user interface, and user experience. The purpose of the study is to ascertain how these factors affect customer satisfaction and, in turn, repurchase intentions. The study uses a quantitative, explanatory method with purposive sampling and applies the Partial Least Square (PLS-SEM) technique for data analysis. The empirical results highlight the critical roles that user experience and e-service quality play in influencing customer perceptions by showing a considerable impact on customer satisfaction. Still, the user interface has a relatively small effect on client satisfaction. The significant function that customer satisfaction plays as a mediator between the independent and dependent variables in this analysis is worth mentioning. Remarkably, neither user experience nor e-service quality appear to be significantly correlated with repurchase intentions. This insightful discovery implies that a customer's inclination to repurchase is influenced by a variety of elements that extend beyond the immediate experience domain. The Sociolla Company, marketers, and researchers are all affected by these findings, which call for a deeper investigation into the nuances of client repurchase intentions. To maximize Sociolla E-Commerce's operational effectiveness and competitive positioning in the market, a deep comprehension of the relationships between different influencing elements and consumer happiness is essential.

Pengaruh Kualitas Pelayanan, Kualitas Produk, dan Harga Terhadap Kepuasan Pelanggan Hewan Kurban di Kelurahan Meruyung, Kota Depok

To be successful in the competitive market for sacrificial animals, with its short selling season and numerous sellers, prioritizing customer satisfaction is essential. This study was conducted in Meruyung Village, Limo District, Depok City on June 24–July 3, 2023, using descriptive-quantitative method to discover the service quality, product quality, and price offered by sellers, and how these three factors affect customer satisfaction of sacrificial animals. Convenience sampling was used to determine the respondents, which is by meeting people at the sales stalls who have bought goats or sheep as sacrificial animals at least once in Meruyung Village. This study involved 70 respondents. Data was obtained using a Likert scale questionnaire via Google Form and processed using multiple regression analysis. The results shows that the quality of service and product, as well as the price factor offered by sacrificial animal sellers, together affect customer satisfaction with sacrificial animals in Meruyung Village, Limo District, Depok City by 36.5%, but only the factor of product quality has a partially significant influence. Therefore, sellers must ensure product quality that meets the requirements of sacrificial animals and customer preferences, as this significantly affects satisfaction.

Factors Affecting Customer Satisfaction in Online Grocery Shopping: An Empirical Analysis

In today’s era, internet has become one of the most popular platforms to shop online including grocery products. Online grocery shopping (OGS) has been considered relatively new but a promising sector of e-commerce in India. Several scholars have investigated the factors affecting the customer intention to buy grocery products online in different research contexts, however, there is no consensus in the literature on determinants of OGS. This article aims to explore the factors, such as convenience, trust, website design and security, that influence customer satisfaction in OGS. A survey was developed, and collected responses were analysed using confirmatory factor analysis and multiple regression analysis. The findings suggest that one of the major determinants of customer satisfaction while buying groceries online is website user-friendliness and the information provided about the grocery items. Furthermore, convenience and payment security also have a very significant positive impact on customer satisfaction.

Factors Affecting Customer Satisfaction in Online Shopping in Sri Lanka

The purpose of this study is to find the key factors affecting customer satisfaction in online shopping in Sri Lanka. The main objective of this study is to find the Factors affecting customer satisfaction in online shopping in Sri Lanka. Examining the impact of Product quality, product price, convenience, Delivery service, Payment methods, After-sale service, and Data security on customer satisfaction in online shopping in Sri Lanka is the specific objective. The methodology is carried out by using purposeful sampling strategies to collect data from 365 online customers of nine provinces in Sri Lanka through the use of an online questionnaire. Seven hypotheses were tested using a variety of statistical approaches, such as independent sample t-tests, one-sample tests, and descriptive statistics, as part of a deductive research methodology. After examining the data, it became clear that demographic variables including income, gender, age, and education had no bearing on consumer satisfaction with online purchases. Nevertheless, product quality, convenience, payment methods, after-sale service, and data security were highly significant indicators of online customer satisfaction in Sri Lanka. The study found implications and suggested that online retailers prioritize easy-to-use platforms, premium goods, and practical payment options. It emphasizes how crucial data security and after-sale support are to ensuring client happiness. Improving online customer satisfaction requires addressing difficulties with website accessibility, order fulfillment inaccuracies, inconsistent product availability, order processing times, and return policy simplification. Future Works have been discovered, but further research is necessary to generalize and expand understanding. Specifically, qualitative investigations are needed to explore changing trends in the dynamic online retail ecosystem of Sri Lanka and to find underlying reasons behind the elements that have been found.

Factors affecting customer satisfaction in the customer journey in B2B and B2C e-commerce environment

Factors affecting customer satisfaction in the customer journey in B2B and B2C e-commerce environment

Factors affecting customer satisfaction in the customer journey in B2B and B2C e-commerce environment

Factors affecting customer satisfaction in the customer journey in B2B and B2C e-commerce environment