Factors Affecting Consumer Satisfaction Research Articles

Online Shopping in India: A Cross-Cultural Study of Paradigm Shift in Tier II Cities

Online merchandizing environment has become fiercely competitive aiming for profoundly understanding consumers’ persona that fascinates them to shop online. The current study has been construed to comprehend this. First, differential role of consumer demographics in creating awareness and affecting online shopping on cross-cultural design is scrutinized. Then, relationships between consumer satisfaction and factors affecting consumer buying behaviour have been explored. After conducting KMO and Bartlett’s Test of Sphericity, bivariate analysis has examined the effect of factors affecting online shopping on consumer behaviour of 400 respondents belonging to four urbanized cities of India, through t-test and one way ANOVA. Subsequently, the impact of factors affecting consumer buying behaviour on consumer satisfaction has been investigated by linear regression analysis. Findings suggest age affects online consumer awareness with no differential role of consumer demographics in the effect of factors affecting online shopping cross-culturally. Next part highlights two factors- family influence (motivational factor) and trend (perceptional factor) establishing strong relationships with online consumer satisfaction. This study aids marketing managers and researchers to scrutinize how age affects present-day online consumer awareness. The non-effective differential role of online consumer demographics on a cross-cultural design can aid in marketing strategy formulation for investigating novel relationships between factors affecting consumer satisfaction. It is striking that age affects present-day online consumer awareness without any differential role of consumer demographics, cross-culturally. Moreover, the impact of family influence and trend on consumer satisfaction is leading towards transformational consumer buying behaviour patterns needing recognition which is the researchers’ contribution to extant literature.

Study on Customer Satisfaction of Cold Chain Distribution Service Fee of Fresh Agricultural Products

In recent years, with the rapid development of fresh agricultural products, it is inevitable to affect the development of cold chain distribution services. Therefore, the satisfaction of consumers is studied, so as to find out the problems in order to promote the development of cold chain distribution. This paper starts with understanding the current situation of cold chain distribution service of fresh agricultural products, analyzes the existing problems and causes of consumer satisfaction: summarizes the main factors affecting consumer satisfaction with cold chain distribution service, conducts a questionnaire survey on consumers in Nanchang, and proposes relevant optimization plans and suggestions for cold chain distribution service through the analysis of consumer satisfaction.

Analysis of Factors Affecting Consumer Satisfaction (Case Study at Sherif Barbershop Lhokseumawe City)

The primary objective of this study is to assess and analyze the impact of customer value, store atmosphere, and social media marketing on Consumer Satisfaction at Sherif Barbershop in Lhokseumawe City. The research utilized associative methodologies and adopted random sampling to select participants, involving a total of 96 respondents. Primary data in this study were taken by interview and spreading questionnaires, and secondary data by journal and browsing to internet. Data analysis technique used is descriptive analysis method and multiple linear regression analysis, the classical assumption test, instrument test (validity and reliability), hypothesis testing, and the coefficient of determination by using SPSS version 27.0. The results of the F test indicate a statistically significant and valuable relationship between Consumer Satisfaction at Sherif Barbershop in Lhokseumawe City and the combined effects of customer value, store atmosphere, and social media marketing. Additionally, through individual assessments, it was found that each factor customer value, store atmosphere, and social media marketing exerted distinct yet substantial influences on Consumer Satisfaction at Sherif Barbershop in Lhokseumawe City.

Pengaruh Kualitas Pelayanan Harga dan Lokasi Terhadap Kepuasan Konsumen DM Parcel

The rapid development of the business world during the COVID-19 pandemic, especially in the service sector, has had a positive impact on DM Parcel, a Sultan Agung Street No. 52 Kedaton Bandar Lampung and was established in 2018. The company has an organizational structure of 1 owner and 4 employees, and implements a corporate culture that emphasizes creativity, service, and innovation. customer satisfaction. This study focuses on the influence of three factors, service quality (X1), price (X2) and location (X3) on customer satisfaction (Y). The analytical method used is quantitative analysis. The results of data analysis show that service quality has a significant influence on customer satisfaction with DM Parcel. However, price and location did not have a significant effect on customer satisfaction. In addition, it was found that there is a significant influence between service quality, price, and location on DM Parcel customer satisfaction. This finding could be a benchmark for DM Parcel in improving its marketing and service strategies to increase customer satisfaction. Furthermore, this study also contributes to understanding the factors affecting consumer satisfaction in the service industry during the COVID-19 pandemic.

Analysis of Factors Affecting Consumer Satisfaction and Their Impact on Green Product Consumer Loyalty

This study aims to examine and analyze the factors that influence consumer satisfaction and their impact on green product consumer loyalty. The population in this research is Starbucks consumers in the city of Jakarta, after that the illustrations are obtained by using the proportional random sampling method. This type of research is descriptive qualitative. The test was carried out by using question and answer questions to Starbucks customers. The results of the analysis support what is being monitored, so that it can be concluded that the respondents have been aware of what Starbucks has tried, which in this research examines the brand image of green product Starbucks with the assumption that service quality has a positive effect to customer happiness, brand views have a positive influence on customer happiness.

Development and Prospects of Community Group Purchase Under the New Retail Model

With the development of new technologies and the COVID-19 epidemic in recent years, great changes have taken place in people’s consumption patterns. Community group purchase mixed with online and offline sales mode has been prosperous and integrated into consumers' daily life. This paper analyzes community group purchases from the perspective of its business model, supply chain, consumers, and capital investment. Research shows that abundant research on various aspects of community group purchase exist at present, among which the research on problems and countermeasures of community group purchase mode and the factors affecting consumer satisfaction is particularly popular. Many scholars have carried out valuable research with enlightening conclusions. Therefore, this paper combines the main research hot trends and puts forward suggestions for future research.

Analysis of Factors Affecting Consumer Satisfaction Using SEM (Structural Equation Modeling) Method

The era of globalization in Indonesia in the business sector has experienced very rapid development. This is because the number of consumptive age or millennial generation in Indonesia is increasing every year. This very rapid business development provides an opportunity to set up independent businesses for entrepreneurs. One of the many independent businesses established is a coffee shop. One of the independent businesses engaged in the coffee shop is Ueno Coffee. The rapid development of the coffee shop business has resulted in increasingly fierce competition between competitors so that coffee shop entrepreneurs make it a threat and a challenge. With these threats and challenges, Ueno Coffee wants to conduct a customer satisfaction analysis that can be used to evaluate customer satisfaction so that it can be used for business development that is better, superior and able to compete with competitors. This study using the SEM-PLS method is expected to be able to assist business owners in analyzing the factors that effect consumer satisfaction. This study applies a simple random sampling technique with a sample of 100 people. The results of the analysis show that the variables of product quality, service quality, price, promotion, location and halal label have a positive value and have a significant effect on Ueno Coffee's consumer satisfaction.

Analysis of Customer Satisfaction in The Online Shopping System for Fashion Product

Consumer interest in online shopping will be very high if they are satisfied with the products offered by online stores. The satisfying experience that is felt when buying a certain product will support consumers to buy again. Therefore, the research objectives to be achieved in this study are to determine the factors that affect customer satisfaction in the online shopping system for fashion products, to know the most dominant factors affecting consumer satisfaction in the online shopping system for fashion products and to know the lowest factors. which affects customer satisfaction in the online shopping system for fashion products. In this study, the study population is all consumers who have experience doing an online shopping system for fashion products in Bengkalis. The method of data collection is carried out by researchers by means of a survey through a questionnaire instrument. The research questionnaire was presented to respondents through the distribution of questionnaires online in an internet link uploaded by researchers The total number of samples obtained was 100 respondents overall. The sampling technique used is a non-probability sampling technique with the type of snowball sampling. The results obtained indicate that the cost aspect is the most dominant factor affecting customer satisfaction while product quality is the lowest or less dominant factor affecting customer satisfaction, where both factors are included in the high category. This research basically has several limitations, namely the difficulty in distributing questionnaires during the COVID-19 pandemic in the City of Bengkalis, so researchers have to distribute questionnaires through social media and the limited sources of information used as reference material. It is hoped that in the future this research can continue to be developed further according to the times.

Companies’ Perspectives on Factors Affecting Consumer Satisfaction in Fast-Food Restaurant using Fuzzy AHP

In today's world, the fast-food restaurant has become a popular sort of eatery. The fast-food industry's expansion is always changing in response to customer requests in order to meet their needs. As a result, clients have a wide range of fast-food restaurants to choose from in order to satiate their hunger. Clients' contentment with restaurants will influence not just the image of the establishments, but also the services offered by their employees as they strive to entertain and deliver the best possible service to their paying customers. However, the competition between the restaurants have caused certain restaurants to gain lower profits as the customers’ satisfaction is not fulfilled for certain factors. Price, food quality, service quality, restaurant atmosphere, promotion, customer expectations, and brand are all elements to consider. This study was conducted to analyse the importance of factors in customer satisfaction in a fast-food restaurant in Perlis. In this study, the method applied is the Fuzzy Analytical Hierarchy Process (AHP) to rank the factors that have a high impact on customer satisfaction. The selected fast-food restaurants were McDonald (McD), Kentucky Fried Chicken (KFC), Pizza Hut, Domino’s Pizza, Marrybrown, and Subway. The primary data collected through the questionnaire were analysed by experts, the manager of the fast-food restaurant selected. The findings show that in a fast-food restaurant, the quality of service with 0.2188 of normalized weight is the most important factor in customer satisfaction, and the price with 0.0436 of normalized weight is the least significant. The role of the manager and the staffs were thus evidently more important in customer satisfaction than the price offered.

소비자의 투자자문서비스 만족과 전환의도에 관한 연구(Consumer Satisfaction and Switching Intentions in the Investment Advisory Services Market in Korea)

Korean Abstract:본 연구는 한국소비자원의 ｢2017 소비자시장평가지표｣ 중 투자자문 서비스 부문 원자 료(N=1,000)를 활용하여, 투자자문서비스의 속성과 서비스만족 사이의 관계를 살펴보 고, 소비자의 전환의도에 영향을 미치는 요인을 규명하기 위한 목적으로 수행되었다. 주 요 연구결과는 다음과 같다. 첫째, 투자자문서비스 시장에서 소비자가 체감하는 서비스만족 수준은 10점 만점에 평 균 8.26점으로 양호한 수준이었다. 세부적인 선택 속성의 평균 점수는 비교용이성 8.35점, 신뢰성 8.28점, 가격만족도 8.06점 순으로 나타났다. 투자자문서비스 시장 환경의 소비자지 향성을 의미하는 외부환경요인의 수준은 선택가능성이 8.45점, 전환용이성이 8.06점이었다. 둘째, 투자자문서비스의 속성은 소비자의 기대대비 만족 수준에 유의한 정적 영향을 미치고 있었다. 영향력의 상대적인 크기는 신뢰성, 비교용이성, 가격만족도의 순으로 높 게 나타났다. 덧붙여, 소비자문제 경험은 소비자의 기대대비 만족에 유의마한 부적 영향 을 미치고 있었다. 셋째, 투자자문서비스 시장의 외부적 환경요인에 해당하는 전환용이성과 선택가능성이 소비자의 전환의도 형성에 미치는 영향을 살펴본 결과, 전환용이성은 소비자의 전환의도 형성에 독립변수로서 강력하고 직접적인 정적 영향을 미치고 있는 것으로 나타났다. 선 택가능성 변수의 경우, 영향력의 크기는 작은 편이었으나 전환용이성과 달리 기대대비 만족과 전환의도 사이에서 유사조절변수로 기능하고 있었다. 예상과 달리 기대대비 만족 은 비록 영향력의 상대적인 크기는 작은 편이었지만, 전환의도에 정적으로 유의하게 작 용하고 있었다. 즉, 투자자문서비스를 이용한 경험이 있는 소비자들은 기존에 이용한 서 비스에 기대대비 만족하였더라도 시장에서 선택 가능한 다른 유형의 다른 상담․자문 서비스가 있다면 이용해보고 싶어 하는 것으로 나타났다. 본 연구는 이상의 분석 결과를 바탕으로 소비자의 서비스만족 증진을 위해 신뢰성과 정보의 비교용이성 및 가격만족도를 증진시킬 것과 선택 가능한 대안의 확대를 통한 투 자자문서비스 시장 전체의 성장을 도모할 것을 제안하였다. English Abstract: The objective of this study is to identify factors affecting consumer satisfaction and switching intentions in the investment advisory services market. For this, 2017 Consumer Markets Evaluation Indicators in Korea (data collected by the Korea Consumer Agency) was used to analyze 1,000 consumers who had experienced investment advisory services during 2016. The results are as follows. First, the average level of consumer satisfaction, compared to expectations, was ranked at 8.26 out of 10. Among the attributes of an investment advisory service, the average level of price satisfaction was 8.06, credibility was 8.28, and comparability was 8.35 out of 10. Among the external factors, availability of alternatives was 8.45, and the ease in switching was 8.06 out of 10. Second, price satisfaction, credibility, and comparability were shown to have a positive, significant impact on consumer satisfaction, compared to expectations. The impact was highest for credibility. Also, an experience of consumer damage in the market was shown to have a negative, significant impact on consumer satisfaction, compared to expectations. Third, easiness in switching had a significant, positive impact towards the stronger intention to switch as an independent variable, although the variable did not work as a moderator. On the other hand, availability of alternatives was a quasi-moderator, as well as an independent variable. Surprisingly, consumer satisfaction had a positive, significant impact against the stronger switching intentions, although the magnitude of the effect was relatively small. This result indicates that even satisfied consumers have switching intentions in the investment advisory services market.

Factors Affecting Consumer Satisfaction to Online Shopping

Most companies are expanding their network through an online platform. Under various scenarios (e.g. pandemic situations), market vendors should be versatile and adaptable to different types of distribution channels. This paper described the factors affecting consumer satisfaction to online shopping such as reliability and responsiveness, assurance and empathy, and tangibility. This paper determined the significant difference between the sex of respondents and the factors affecting consumer satisfaction to online shopping. This paper used a descriptive method, a total of 487 online consumers (219 Male and 268 Female) within Cabanatuan City were involved in this study using adopted questionnaire with adopted likert-scale responses. Based on the gathered data, the researchers drew four conclusions. First, the respondents have a strong degree of confidence in their respective website/application for online shopping. Hence, it is recommended that owners of online shopping website/application should work on improving their order cancelation and returns. Second, the respondents trusted online shopping websites/applications because of their marketing tactics, such as word of mouth, to boost their credibility. Hence, it is highly suggested that the owners of online shopping website/application should track the problems involving product delivery. Third, respondents have been literate in using and searching online shopping websites/applications. Hence, it is recommended that the owners of the online shopping website/application continuously improve their system to keep their consumers satisfied. Finally, the null hypothesis is retained. It implies that sex does not affect the consumer satisfaction to online shopping factors. Thus, it is suggested to look for other variables that may affect consumer satisfaction.

An Empirical Investigation of Consumer Satisfaction From Private Transport Services in District Peshawar

This study aimed to find out the consumer satisfaction from private transport services in Peshawar, Khyber Pakhtunkhwa, Pakistan. For this purpose primary data was collected through structured questioner. Questioners were distributed to 450 targeted samples in the study area. Four hundred and twenty-nine questioners were successful filled from respondents. Different fifteen variables were identified from literatures which determine consumer satisfaction. As the nature of the dependent variable i.e. satisfaction is binary (categorical variable: Yes/No). Therefore, all the information’s collected analyzed through Probit-regression technique. Four different models were estimated to investigate different factors affecting consumer satisfaction individually and collectively. Out of fifteen variables nine variables are founded statistically significant. Significant variables were Quality of Vehicles, Cleanness of Vehicles, Availability of Seats, Driver Skills, Rout Characteristic, Waiting Time, Time Taken to reach destination, Regulatory Services and Frequency of Vehicle. All these variables contributed positively with consumer satisfaction. Sub factors of the timeliness were strongly relation with satisfaction level compare to other factors. Mean value of SERVQUAL dimensions showed that customers are dissatisfied from transport services. Consumers are dissatisfied at a large extent in district Peshawar and feel hesitation during traveling. Such tension and frustration during traveling affect adversely efficiency of the consumer. To avoid such dis-comport and increase in social welfare of the society which is the foremost objective of every government. Therefore, government should intervene in private sector transport and ensure suitable policy for the future perspective.

Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers

This study explores the factors influencing the quality of telecommunication services in Hanoi and Ho Chi Minh City. By conducting an online survey of 413 office workers, the results indicate that among the five components of the perceived quality of telecommunications services, reliability, assurance, and empathy are Key factors affecting consumer satisfaction in Hanoi and Ho Chi Minh City. The findings of this research help mobile service providers to understand how consumers perceive the quality of mobile services. Thus, mobile service providers would effectively design marketing strategy to improve customer loyalty as well as enter new markets.
 Keywords: Mobile service, service quality, online survey, empirical study, Vietnam.
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A Study on the Relationship Among Brand Image, Service Quality, Customer Satisfaction, and Customer Loyalty – Taking ‘the Bao Wei Zhen Catering Team’ As an Empirical Study

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Online Shopping Behavior

Online shopping is a recent phenomenon in the field of E-Business with promising results indicating revolutionary change in shopping in the world. Accessibility and convenience are the key drivers for a major shift to online shopping. Due to ever increasing work pressure, multiple roles in life style, paucity of time, consumers are on the lookout of such facility that can suit to their changing needs. Online shopping provides the right solution to get the desired goods and services with a touch on the computer/ mobile screen. Consumers are more connected than ever before and have more information and choices at their fingertips today due to expanding connectivity of internet all over the world. If e-marketers know and understand the factors affecting consumer satisfaction, they can further sharpen their marketing strategies to attract and retain customers. The study focuses on identifying the factors influencing online shopping behavior and the reasons for preferring online shopping compared to shopping in conventional stores.

When Does Helping Help or Hurt? Factors Affecting Consumer Satisfaction from Retailer Help in Web and Store Shopping

Help-seeking and help-giving have been investigated extensively in other areas, such as psychology, education, and child development, but have received relatively little attention in consumer behavior settings, where retailers often provide consumers with help. We draw from the extant literature on help, and from the unique aspects of help in consumer settings, to develop hypotheses concerning the impact on consumers of three kinds of help - requested, offered, and imposed - that have been identified in help research in other areas, and how this impact differs across store and internet shopping. We test these hypotheses with two laboratory experiments, one field study, and two field experiments.

Factors Affecting Consumer Satisfaction in the Apparel Purchase of Young Persons

Factors Affecting Consumer Satisfaction in the Apparel Purchase of Young Persons