Customer Satisfaction Factors Research Articles

Continuous increasing consumer service for multi-item dual-channel retail management

Along with the advancement of technology and consumer expectations, online-to-offline retailing is seeking attention in the retailing industries. Online-to-offline retailing is a powerful strategy that bridges the gap between the convenience and reach of online shopping with the tangible experience and service of physical stores. Customer satisfaction and brand loyalty are basic pillars to enhance profit for the retail industry. Providing different services like repairs, exchanges, and home delivery enhances customer satisfaction and builds trust in the particular industry. In e-commerce, the importance of delivery service is emphasized, with fast and reliable delivery being a key factor in customer satisfaction. An online-to-offline retailing system for multiple items is developed in this study by considering consumer service efficiency demand. A pricing strategy that relies on the channel of distribution and the impact of advertising on consumer demand is taken into account. The manufacturer offers complimentary home delivery services for orders surpassing a specified threshold. To implement advanced technologies, a huge budget is required. To make the study realistic, a budget and space are considered. The retailing system's total profit is ultimately maximized by determining the optimal values for selling price, advertisement investment, customer care costs across various channels, ordering quantity, and investment to minimize setup costs for different items. A classical optimization approach is employed to derive a semi closed-form solution for the proposed model. Sensitivity analysis and examination of special cases are provided to demonstrate the practicality of this research. Through numerical illustrations, it is established that the profit maximization occurs when the defective rate adheres to a Chi-square distribution. Imposing budget and space restrictions leads to a 19.91% increase in system profit while offering free home delivery services boosts the profit by 15.77%.

Tipologi Loyalitas dan Kepuasan Nasabah Dalam Mengoptimalkan Customer Relationship Management (CRM) di BPRS SPM Pamekasan

The importance of customer loyalty and satisfaction positively impacts the growth of Sharia banks. Loyalty and satisfaction from a customer will be created if a harmonious relationship exists between the two parties, namely the customer and the Sharia bank, otherwise, a disharmonious relationship will damage the cooperation between the two. So it does not rule out the possibility that Islamic banks will experience problems. This research aims to determine CRM implementation and customer loyalty and satisfaction factors at BPRS SPM Pamekasan. This type of research uses descriptive qualitative methods. The results of this research show that the implementation of Customer Relationship Management implemented by BPRS SPM Pamekasan includes: Being able to identify customer desires, obtain new customers, retain old customers, convince customers to continue using BPRS SPM products and services, and provide good after-sales service. To create success in the Customer Relationship Management strategy which can generate loyalty and satisfaction for BPRS SPM customers, this is by improving the quality of service provided to customers, with the aim of good service, a good relationship will also be built between BPRS SPM and customers thereby creating loyal customers. and feel satisfied.

Looking at Employee Interpersonal Communication

This study aims to determine the importance of interpersonal communication in increasing customer satisfaction at Edmond Auto Garage. This research uses a descriptive approach with a qualitative research type. Data were collected through interviews, observation, and recording. Five customers were selected as informants in this study. The results showed that interpersonal communication from the components of openness, empathy, supportiveness and positiveness was successful and met the client's expectations. Therefore, good interpersonal communication can be a supporting factor for customer satisfaction.

Text mining techniques for Exploring Customer Sentiments towards Packaged Organic Foods in India

Changing customer perception towards organic food is inspiring people to shift to organic counterparts of conventionally available packaged food products. They are willing to purchase the organically manufactured and packaged products in spite of a premium price tag. They thus possess some inherent expectations post purchase of organic food products. The purpose of this study is to explore customer levels of satisfaction and dissatisfaction on various attributes or features of packaged organic food products available in Indian market. For this purpose, 26,905 Online Customer Reviews of 100 unique packaged organic food products were collected and analysed using Word Clouds and Bar Graphs. Text mining techniques of Natural Language Processing (NLP) were applied to transform the unstructured textual review data into a structured form for identification of meaningful patterns and useful insights. Results confirmed that the customers were more dissatisfied than they were satisfied on product features of Price and Smell. On the other hand, Flavor, Delivery and Taste were the factors of highest customer satisfaction as compared to dissatisfaction shown towards each of these product features. Overall, Taste, Quality and Packaging saw maximum number of customer reviews as well as overall customer satisfaction post purchase of organic food products online. The study has implications for common shoppers of organic food products, manufacturers, marketers as well as retailers. The research provides a better understanding of consumer opinion after purchase and consumption of organic food products online.

Page Performance: A critical Factor for E-Commerce Conversion and Customer Satisfaction

Page Performance: A critical Factor for E-Commerce Conversion and Customer Satisfaction

კლიენტთა კმაყოფილება როგორც ბანკებისადმი ერთგულების ახალი პარადიგმა

At least two parties are involved in any relationship. It is the same in banks – both parties have their own interests. It is in the interest of the bank to get more profit from any transaction, and in the interest of the client – less loss. Until recently, banks functioned only in their own interests. Even now, Georgian banks either do not consider the interests of clients at all, or consider them minimally. According to a special study, the satisfaction of clients in Alpha and Beta banks of Georgia is only at an average level, and some components of satisfaction are at an even lower level. This refers to the appearance of sympathy and consideration for the client on the part of the bank's representative. It is concluded that evaluating the quality of service of Georgian banks, the factor of customer satisfaction will be evaluated as a weak point. Banks should strengthen their efforts in this direction, because customer satisfaction leads to their loyalty to the banks, which is a necessary condition for achieving their long-term goals.

Between International Coffee Chain and Indonesia Local Coffee Chain: the Differences on Driving Factors for Customer Satisfaction and Loyalty

The aim of this research is to identify factors that influence customer loyalty, including service quality, product quality, software quality, price fairness, atmosphere, and brand image with the mediation of customer satisfaction between customers of international coffee chains in Indonesia and Indonesian local coffee chains. The research was conducted on Starbucks Indonesia and Kopi Kenangan customers with a total of 448 respondents. Multigroup Analysis and Partial Least Square Structural Equation Modeling (PLS-SEM) are used to test validity, reliability and variable testing. The test results show that each coffee shop has several differences in the factors that influence customer satisfaction and loyalty, but store atmosphere is found to be the main driving factor that can influence customer satisfaction and loyalty in international coffee chains or Indonesian local coffee chains. This research is the first study to integrate service quality, product quality, software quality, price fairness, atmosphere, brand image, customer satisfaction and customer loyalty by comparing international coffee chains and Indonesian local coffee chains.

Determination of Customer Loyalty in the International Cargo Company

The purpose of this research is to understand the Factors Influencing Customer Loyalty: This study probably aims to investigate the factors that most influence customer loyalty in the freight forwarding sector. This can include aspects such as the relationship between the company and customers, service quality, customer satisfaction, price, and other relevant factors and measure the level of customer loyalty to freight forwarding companies in East Jakarta. This can be done through surveys, interviews, or analysis of historical data. The study used quantitative methods, which used random sampling for respondents to find data, the population is a user of freight forwarders in the East Jakarta Area by disseminating online and directly. Data analysis was processed using SEM PLS series 4 to find a definite answer from the results of the questionnaire distribution that lasted for two months. In this study, only the relationship between relationship and customer loyalty showed statistical significance, but the direction of the relationship did not match initial predictions. The relationship between Customer Satisfaction and Customer Loyalty has not been shown to be statistically significant. Recommendations in the freight forwarding sector, increasing customer loyalty can be achieved through improved customer relationships, consistent service quality, and ensuring customer satisfaction. By focusing on these aspects, companies can strengthen long-term relationships with customers and improve their performance in the freight forwarding industry

Understanding Customer Satisfaction Factors: A Logistic Regression Analysis

Background: In the dynamic landscape of modern business, understanding customer satisfaction is crucial for success and competitiveness. This research intends to analyze the various elements that affect customer contentment, concentrating on the impact of demographic characteristics, economic inclinations, and involvement in loyalty programs. Methods: Employing logistic regression analysis, this research analyzes data collected from a diverse customer base across various industries. The study explores the relationship between customer satisfaction (binary dependent variable) and key independent variables, including age, income level, and loyalty program participation. Model validation is conducted through the Hosmer-Lemeshow test, along with the assessment of model fit using Cox & Snell and Nagelkerke R² metrics. Multicollinearity is checked using the Variance Inflation Factor (VIF). Results: The logistic regression model reveals that age and income level significantly influence customer satisfaction, with younger customers and individuals with greater income levels being more probable to report satisfaction. Additionally, participation in loyalty programs emerges as a strong predictor of customer satisfaction. The model demonstrates good fit and predictive ability, as indicated by statistical tests and graphical analyses, including an ROC curve and a Predicted Probability Plot. Conclusions: The research offers significant understanding into the determinants of customer satisfaction, highlighting the importance of demographic factors, economic status, and loyalty programs. These findings offer both theoretical contributions to the field of customer satisfaction research and practical implications for business strategies focused on customer engagement and loyalty.
 
 Received: 17 November 2023 / Accepted: 17 February 2024 / Published: 5 March 2024

The Linked Factor of Customer Satisfaction and Loyalty in F&B Industry: A Study of Operational Performance Factor

The focus of this research is to investigate how operational performance affects customer satisfaction and loyalty in the food and beverage industry. Starbucks has been selected as this research object. Conducting a survey and referring to other studies of journals and articles to support the assisting data are the research methods employed. According to the research results, 71 % of respondents are pleased with current Starbucks services and products. The studies also revealed that the majority of customers had heard of Starbucks on social media. The study’s findings reveal that operation success is significantly linked to customer satisfaction. Customer satisfaction has been described as a significant mediator between service quality and customer loyalty. Having a clear understanding of the hypothesized relationship in the study encourages Starbucks to figure out the best action to gain or increase customer loyalty by providing good service quality to build a loyal customer base and customer satisfaction.

Antecedents of Customer Loyalty in The Telecommunications Industry -Evidence from Bangladesh

With the rapid growth of the telecommunications industry in Bangladesh, many people have adopted this communication process. While previous studies have extensively examined the adoption of mobile services, few have focused on customer loyalty and satisfaction in Bangladesh. This study primarily investigates the factors that impact customer loyalty in the Bangladeshi context of the telecommunications industry. The Theory of Reasoned Action (TRA) is used as the underlying theory to explain customer loyalty. A quantitative research strategy was employed, and data was collected through a self-administered questionnaire survey, with 360 out of 382 collected questionnaires being usable for analysis, resulting in a 94.24% usable data response rate. Partial Least Square Structural Equation Modeling (PLS-SEM) with the assistance of Smart PLS 4.0 was used to analyze the collected data. The study's findings indicate that price and consumers' trust significantly affect customer satisfaction and loyalty in Bangladesh and have the same impact on the indirect effect of price and consumers' trust on customer loyalty through customer satisfaction. The proposed model highlights important and significant factors in customer satisfaction and loyalty, allowing telecommunications industry managers to identify the specific antecedents of loyalty and focus their policies on these, particularly in terms of price and consumers' trust in Bangladesh. Furthermore, this study offers numerous theoretical and practical implications for academics and practitioners. While the validation of this model in the telecommunications sector provides a novel perspective on comprehending customer loyalty from both theoretical and practical standpoints, it is important to acknowledge that there might exist additional factors influencing customer loyalty that warrant inclusion in future research endeavors. This research is one of the few to conceptually underpin the theoretical concept of exploring customer loyalty in a developing country like Bangladesh. Similarly, these findings may be applicable to other similar developing countries.

Perception of Customer Experience Towards Customer Loyalty in Online Food Delivery Services in Thailand: Exploring in Generation Z

The relationship between customer experience towards customer loyalty in online food delivery services in Thailand has been the subject of a few studies on customers in Generation Z. This study aims to explore the effect of the perception of customer experience, customer satisfaction, and customer loyalty, focusing on Generation Z in online food delivery service. The samples are randomly selected from 400 respondents from Generation Z in Thailand. This analysis uses quantitative research and statistical assessment, including descriptive statistics, Exploratory Factor Analysis (EFA), and Linear Regression Analysis. The result of EFA indicates that the perception of customer experience is identified by 3 factors: namely 1) food quality, 2) convenience and reliability of service, and 3) price. Moreover, the linear regression analysis shows that food quality, convenience and reliability of service, and price are significant motivating factors of customer satisfaction. As a result, customer satisfaction has a positive effect on customer loyalty.

Analysis of Factors Influencing Consumers' Satisfaction with Online Fresh Food Shopping

With the development of Internet technology, more and more people choose online shopping, resulting in an increasing amount of online review data. It is crucial to mine information about users' feelings from these reviews to obtain factors that affect customer satisfaction. This article uses crawler technology to obtain the review data of JD supermarket hairy crabs. After data preprocessing, it extracts five characteristic factors that affect satisfaction, including logistics, specifications, taste, freshness and quality. Then, it uses a Likert scale to quantify and score the data, and establishes a customer satisfaction factor model based on Bayesian network, which is compared with a neural network model. Evaluation criteria include accuracy, precision, and recall. The research results show that the customer satisfaction model based on Bayesian network has the best measurement effect, which can output the influence degree and correlation of each factor on satisfaction, and provide relevant suggestions for producers and other stakeholders.

Factors Influencing Consumer Satisfaction in Online Shopping: A Case of College Level Students

Purpose - The purpose of this study is to examine the influence and relationship between product quality, information availability, and shipping cost with customer satisfaction among college-level students in Kathmandu Valley.
 Design/methodology/approach – This research adopted the explanatory research design. The study targeted college-level students in Kathmandu Valley as a population. A total of 400 respondents were selected from the different colleges by using a convenience sampling technique. The questionnaire survey was applied to collect primary data. The study adopted cross tab, independent t-test, and correlation to analyze the data.
 Findings - The study shows that customer satisfaction is influenced and associated with product quality, information availability, and shipping costs in online shopping. The availability of information is a major factor in customer satisfaction with online shopping. Online shopping companies must uphold reliable websites, ensuring accurate and up-to-date information about products and services to attract potential customers. Additionally, they need to maintain the standard of quality for retaining existing customers and meeting their expectations in enhancing the company's reputation.
 Research limitation/implications - The study examines only three explanatory variables i.e., product quality, availability of information, and shipping cost so that future researchers can study other factors impacting customer satisfaction among college-level students of Kathmandu Valley in different geographic concentrations with new analytical tools.
 Originality/value –The study targeted college-level students of Kathmandu Valley as population. The study is based on the Technology Acceptance Model (TAM), developed by Fred Davis in 1986 to measure the results.

Impact of Shoes Brand Preference on Customer Satisfaction

In a competitive business environment, concerns like customer satisfaction and brand preferences are becoming very important to corporate operations. The core objective of this research was to look at the influence of factors of brand preference on Customer Satisfaction with shoes. Primary data were employed in the research. Correlation and regression were utilized to calculate, analyze, and interpret the data for the descriptive and causal-comparative research design. The entire population is used in the study as shoe users. The population was represented by a sample of 390 respondents. A convenience sampling method was used to determine the sample size. According to the findings, brand preference factors such as Product Quality (PQ), Design (DG), Store Environment (SE), Service Quality (SQ), Promotion (PR), and Brand Image (BI) have a considerable impact on Customer Satisfaction in the Kathmandu Valley. But one factor, Brand Name (BN) has no considerable impact on Customer Satisfaction. The outcomes of this study show the significant link between factors of brand preference and Customer Satisfaction in the Kathmandu Valley. The Pearson coefficient between Brand Name (BN), Product Quality (PQ), Design (DG), Store Environment (SE), Service Quality (SQ), Promotion (PR), and Brand Image (BI) has been determined to be positive by correlation analysis.Because the value of significance was less than 0.05, all alternative hypotheses were accepted. As a result, we may deduce that the interactions positively impact Customer Satisfaction. Brand preference factors except for Brand Name (BN) have a significant influence on Customer Satisfaction.

Качество услуг в индустрии гостеприимства

Quality in the provision of hotel services has always been the main factor in customer satisfaction and loyalty. Despite the current political situation in the world, people continue to travel and visit hotels. Of course, the number of guests in hotels has recently decreased significantly, but this should in no way affect the quality of service. Hotel guest satisfaction is when the guest feels that the technical characteristics of the service are clearly tied to his expectations. Improving the quality of hotel services provided is critical to improving hotel service management in Russia's competitive hotel business. The subject of the article is improving the quality of hotel services in order to increase the loyalty and satisfaction of guests. The concepts of quality of hotel services and methods for assessing the quality of guest service are considered. The features of quality management in a hotel are discussed in detail.

Pengaruh Bauran Pemasaran Terhadap Loyalitas Melalui Kepuasan Pelanggan Koperasi di Masa Pandemi Covid 19

Cooperatives need to increase their loyalty and customer satisfaction to be able to exist during the covid 19 pandemic. This study aims to identify and analyze the forming factors in customer satisfaction that affect cooperative customer loyalty during the covid pandemic. This research was conducted in the cities of South Tangerang and Depok. Primary data were collected through questionnaires to 100 cooperative customers using Purposive sampling technique, and data analysis was performed using Structural Equation Modeling (SEM). Marketing mix (7P) as exogenous latent variable. Meanwhile, customer satisfaction and loyalty are endogenous latent variables. The results showed that based on the highest value, the physical evidence marketing mix factor (γ=0.25) was important to improve cooperatives in the cities of South Tangerang and Depok as a marketing strategy in maintaining customer loyalty and satisfaction during the covid 19 pandemic. recommendation for increasing promotion, product and physical evidence in cooperative businesses as a cooperative marketing strategy that is suitable for use during the covid 19 pandemic.

네일숍 마케팅 7Ps요인이 구매의도 및 구매결정에 미치는 영향

This study investigates the influence of a nail salon’s 7Ps marketing factors on purchase intention and decision. The data for the study was collected from May 5 to May 12 of 2023, and the subjects were 200 women in their 20s to 50s living in Seoul. The detailed findings were as follows. First, the influence of a nail salon’s 7Ps marketing factors on purchase intentions was found to be significant, and the employees, products, place, and processes were the critical factors. Second, the influence of a nail salon’s 7Ps marketing factors on purchase decision was also found significant, and the crucial factors included products, physical evidence, employees, and place. Third, the influence of purchase intention on the purchase decision in nail salons was found to be significant, which indicates that purchase intention is an essential factor in the purchase decision in nail salons. Therefore, the employee’s expertise and friendliness are important factors in the 7Ps marketing factors for better customer satisfaction and higher revenue in nail salons, and continuous effort is required in customer service, technical training, and researching the latest trend for various designs and products. As such, nail salons should be equipped with the competitiveness that differentiates them from their competitors and do their best to improve customer service and satisfaction.

Analysis of the Influence of Product Quality, Service Quality and Distribution Channels on Customer Satisfaction at PT Suminsurya Mesindoleestari

The aim of this research is to analyze the influence of product quality, service quality and distribution channels on customer satisfaction at PT Suminsurya Machinedolestari. The research method used in this research is quantitative research. The sampling technique used simple random sampling and a sample size of 50 customers was obtained. The research results obtained from this research show that from the results of the t test, the tcount results for all variables are greater than ttable and the significance is smaller than 0.05, so it can be concluded that partially product quality has a significant effect on customer satisfaction, partially service quality has a significant effect on customer satisfaction and partially distribution channels have a significant effect on customer satisfaction. From the results of the F test, it was found that simultaneously the three customer satisfaction factors, namely product quality, service quality and distribution channels, had a significant effect on customer satisfaction with a Fcount value greater than Ftable (14.824 > 2.80) and a significance of 0.000 which was below 0. 05. From the results of the coefficient of determination test, it was found that 45.8% of the customer satisfaction variable was influenced by product quality, service quality and distribution channel variables, while the remaining 54.2% was explained by the influence of other factors or variables outside of the research such as price, brand image. , and others not discussed in this study.

Influence of digital finance service worth on customer satisfaction in Nepal

Customer satisfaction is a major factor to sustain competitive advantage in the present dynamic and competitive environment for the organisations. The present research work is conducted to find how customers of Nepalese banks are happy with online banking system. Primary data is collected through the questionnaire developed from SERVPERF model on 5-point Likert scale. A sample sizes of 335 total respondents taken as for data collection. The research is descriptive, causal comparative in nature. Variables included in the study are tangibles, reliability, assurance, responsiveness, empathy as exogenous variables and customer satisfaction with e-banking service quality as endogenous variable. The data analysis were performed through the techniques:- descriptive statistics, correlation, multiple regression.Results of the study showed influenceof independent variables in all categories is positive and significant on dependent with R2 value of 0.627 which means 62.7% change in endogenous variable is due to exogenous variables and rest 37.3% is due to the other factors outside the model. Study shows that customers of Nepal are appropriatelycontended with the digital banking system in Nepalese banks. Assurance have been found as highest determining factor for customer satisfaction in e-banking services in Nepal followed by reliability and empathy.