Factors Affecting Customer Satisfaction Research Articles

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.

Identifying the Factors Affecting Customer Satisfaction in the Purchase of Apparel for Sustainability in the Organized Retail Sector–a Case Study of Pantaloons Retail, Durgapur

Identifying the Factors Affecting Customer Satisfaction in the Purchase of Apparel for Sustainability in the Organized Retail Sector–a Case Study of Pantaloons Retail, Durgapur

Customer Satisfaction towards Online Shopping

The purpose and main goal of this study was to analyze and find factors affecting customer satisfaction towards online shopping that might be one of the most critical issues of e-commerce and marketing field nowadays. However, there is extremely limited knowledge and experience about online consumer satisfaction because it is complicated socio-technical phenomenon and involves too many factors more than what we have experimented with in this study. This goal has been followed by using a model examining the impact of usefulness, compatibility, ease of use, trust, risk, social influence, privacy, security and price on customer satisfaction toward online shopping for shoppers in Oman among students and employees, that mean to take in consideration the demographic profile of respondents such as: Educational level, gender, age group and monthly household income .In this study, the primary data was collected from designed questionnaire. Secondary data was collected from various sources such as articles, internet, literature, and books. Questionnaire distributed to students and employees from different organizations and sectors, government and private. Respondents to the questionnaire were customers of online shopping in Oman which selected only from Oman country. The sample size was two hundred from Waljat college of applied science and others from outside of this college which found all in Muscat, 200 questionnaires were distributed online. Of the filled questionnaires 106 were found complete and valid for study. The respondents’ categories are divided into monthly household income, gender, age group, educational level. The questionnaire attached shows that each topic has been collected from one source as its mention in the annexure. The dataset has been conducted by the PLS-SEM. The outcomes and findings of this research was measured by using the following methods such as: first; to check the reliability and validity by using Cronbach alpha (α), second: also, it will find the average path coefficient, third; finding the average R- squared and the average variance inflation factor. Last, we must evaluate hypothesis by T-test available in PLS-SEM (Structural Equation Model) software and we have 11 hypotheses to test the relationship between factors with customer satisfaction towards online shopping. After that we have shown the frequency according to the demographic profile (Gender, Age group, educational level, Monthly household income). The result of this study showed that was particularly good fit the model data which designed for this study. PLS-SEM used hypothesis to evaluate and analysis, H1, H2, H3, H4, H5, H7, H10 are not supported because they are insignificant relationship while H6, H8, H9 and H11 have significant relationship and supported. The price factor has strongly affected customer satisfaction towards online shopping while the social influence factor is considered the weakest impact on customer satisfaction towards online shopping.

Service quality and customer satisfaction analysis among motorcycle taxi transportation in the Philippines through SERVQUAL dimensions and social exchange theory

With the rise of different transportation modalities worldwide, companies have gained the ability to consider different aspects of moving or delivering. Motorcycle taxis or MTHS have been widely available but has little literatures available when it comes to their services. This research employed Structural Equation Modelling to examine the service quality and customer satisfaction of MTHS in the Philippines. An integrated Social Exchange Theory (SET) and SERVQUAL 5 dimensions were employed with 1037 valid respondents and the causal analysis showed how trust on service quality was the most influential factor affecting customer satisfaction after service quality on customer satisfaction. Economic benefit, traffic management, and accessibility were deemed significant under SET, while tangibles, empathy, reliability, and assurance were significant under the SERVQUAL domains. It was indicating that MTHS in the Philippines as a whole, provides good service, provides excellent value for money, and have less concerns compared to other public transportation aside from safety concerns. In addition, it was indicated from the findings that drivers of MTHS have good manners, well trained, and that the transportation service can get them to designated places. Assessing consumer satisfaction may improve the overall business and country transportation through economic impact by the increase in customer satisfaction and continuous utilization. The output of this study can be therefore applied and even extended among transportation services worldwide.

The influence of corporate social responsibility on repurchase intention: The mediating effect of satisfaction

The study evaluates the impact of corporate social responsibility (CSR) on customer satisfaction and repurchase intention in the fast food service business in Vietnam. This study used quantitative research methods with a sample of 414 customers aged 18 and older who have used fast food service in Vietnam. Primary data were collected based on customers’ willingness to provide information through questionnaire links on social networking platforms such as Facebook and Zalo. Structural equation modeling and mediating effect analysis were used to test the correlation between components in the research model. Research results have identified three components of CSR, including community responsibility, environmental responsibility, and ethical responsibility in business, that directly and positively influence customer satisfaction. The results validate the mediating influence of satisfaction on the correlation between CSR components (community, environmental, and ethical responsibility) and repurchase intention, which very few previous studies have performed. These findings theoretically contribute to the literature, verifying three CSR components from the customer’s point of view in the fast food service business, including community, environmental, and ethical responsibility. Expanding the theory on factors affecting customer satisfaction and promoting cause-related marketing, prosocial behavior, and competitive advantage theory is necessary. As for managerial contributions, fast food business brands are suggested to invest and increase their CSR activities.

Analysis of Factors Affecting Customer Satisfaction in the Context of Online Shopping in Pakistan

The purpose of this research is to explore the relationships between product quality, service quality, trust, delivery guarantee, and customer satisfaction in the context of online shopping in Pakistan. The research philosophy adopted for this study is positivism, with a quantitative research design using deductive approach. The sample design is non-probabilistic, and convenience sampling was used to select the participants. The sample size of 202 respondents was determined using heuristic sampling. Partial Least Square Structural Equation Modeling (PLS-SEM) was employed as the statistical technique for data analysis. The study found that product quality, service quality, trust, and delivery guarantee significantly influenced customer satisfaction. Moreover, trust mediated the relationship between product quality and customer satisfaction, as well as the relationship between service quality and customer satisfaction. This study provides valuable insights into the factors that contribute to customer satisfaction in the context of online shopping in Pakistan. Moreover, it contributes to the literature on the relationship between trust and customer satisfaction by exploring the mediating role of trust in the context of online shopping.

Determining Factors Affecting Customer Satisfaction Towards Food Truck Industry Among Youths

This study was to examine the factors that affects the customer satisfaction towards food truck industry among youths. The research method is quantitative, using a survey questionnaire with a simple random sampling technique. Data were analyzed using descriptive analysis, Pearson correlation analysis, and reliability analysis in SPSS. The results showed that food quality, physical environment quality, price and food safety have a positive relationship with customer satisfaction. This study conclude that the customer satisfaction will provide an unforgettable dining experience for customers and will help fix every weakness that exists in the food truck industry. This study implies that the food truck industry can expand business internationally and generate a lucrative income by improving the factors that influence customer satisfaction. Future work should focus on the benefits of customers, and the authorities should ensure that food truck owners comply with every element of food quality and safety in food preparation.

Factors Affecting Customer Satisfaction with Rural Tourism Services in Vietnam: A Comprehensive Study

This comprehensive study explores the factors influencing customer satisfaction in rural tourism services in Vietnam. It delves into key determinants such as destination image, tourist expectations, Perceived product and service quality, Perceived value, and overall satisfaction. Combining quantitative surveys and qualitative interviews, the research highlights the interplay of these factors and their cumulative impact on tourist satisfaction. The findings underscore the importance of crafting positive destination images, managing expectations, and delivering high-quality products and services to enhance customer satisfaction in Vietnam's rural tourism sector.

Destination Image as Mediation: Factors Affecting Customer Satisfaction in the Natuna Food Industry

Customer satisfaction is an essential factor related to a person's assessment of a product and the main topic of the food industry. This study analyzes the influence of product quality, price, and tourist destination variables on customer satisfaction through destination image as mediation. The sampling technique for this research is a non-probability sampling technique by accidental sampling. The characteristics of the sample respondents in this study were those who had visited and consumed Natuna culinary specialties twice at the Tanjung Beach Tourism Object in Northeast Bunguran District. Data collection was carried out by distributing questionnaires directly to the research object. The sample in the study amounted to 200 respondents. The data analysis method uses Structural Equation Modeling with the AMOS program. The results show that product quality, price, tourist destinations, and destination image affect customer satisfaction. Destination image can mediate tourist destinations on customer satisfaction. Meanwhile, destination image does not judge the impact of price and product quality on customer satisfaction.

Analysis of Factors Affecting Customer Satisfaction and Customer Loyalty in the Shopee Marketplace

This study aims to find out what factors influence customer satisfaction and loyalty in the Shopee marketplace. The variables used in this study are price, product quality, information quality, privacy issues, perceived security, product variety, delivery, customer satisfaction and customer loyalty. The population in this study are marketplace users who have used and shopped at the Shopee marketplace with a sample size of 180 respondents. The data collection technique used a questionnaire, and the data analysis technique used was the SmartPLS 4.0 analysis tool. Based on the research results, of the 15 hypotheses there are 9 hypotheses that are accepted, namely information quality, perceived security, privacy issues, delivery and product variety have a positive effect on customer satisfaction and loyalty. Perceived security, information quality, privacy issues, and product delivery have a positive effect on customer loyalty through customer satisfaction. The contribution to this research resulted in a model for measuring the effectiveness of the Shopee marketplace system that companies can use to develop in the future so as to increase user satisfaction at Shopee.

Study on User Satisfaction Prediction and Influencing Factors based on GBDT Modeling

A deep understanding of the factors affecting the characteristics of user experience helps to promote the benign development of China's mobile social network services, while how to improve the satisfaction of China's user experience has become a major key to the development of China's network commercialization applications. This paper draws on the application of machine learning algorithms in other areas of classification and identification, replicated to the classification and identification of user experience satisfaction to promote the high-quality sustainable development of mobile networks, and then through the analysis of the various factors affecting user satisfaction, to provide a basis for decision-making, so as to achieve an earlier and more comprehensive enhancement of user satisfaction. This paper adopts SMOTE oversampling for the unbalanced data of mobile user scoring dataset, and then adopts factor analysis for the main factors affecting customer satisfaction, and carries out Bartlett's spherical test. After that, GBDT model is established for user satisfaction prediction, and robustness test is used to optimize the model parameters, and the results show that the AUC value of GBDT model prediction is about 0.99. The time complexity of the algorithm can be greatly reduced and is more acceptable to industry.