Factors Influencing Customer Satisfaction Research Articles

AN INVESTIGATION ON FACTORS INFLUENCING CUSTOMER SATISFACTION BY UTILISING ONLINE SHOPPING

Purpose: E-Commerce has unleashed yet another revolution, which is changing the way businesses buy and sell products and services. New methodologies have evolved. The role of geographic distances in forming business relationships is reduced. E-Commerce is the future of shopping. With the deployment of 3G ,4G& 5G wireless communication technologies, the internet economy will continue to grow robustly. Nowadays, online marketing is a new area of marketing which play a vital role in attracting customers. Theoretical Framework: Most organizations utilize online shopping in current technology age to please consumers and also to attract additional clients. Online purchasing has a major influence on the pleasure of customers. Online shopping is the key aspect of electronic commerce, and this electronic trade guides many clients in the manner they purchase things from the business.Convenience is one of the benefits that customer gets from the e-commerce and thus increasing customer satisfaction. This is due to customer can place a purchase an order from anywhere with internet connection. E-commerce business provider should give importance on every customer by giving smooth service and many options for payment and have more functions available online. Design/Methodology/Approach: The study investigated factors influencing customer satisfaction in e-commerce. Demographic variables were analyzed alongside perceived risks and influencing factors. Findings: Findings highlight diverse influences on online purchasing behavior and varying satisfaction factors. However, no significant differences were found in risk perceptions. Education on online purchasing steps is recommended based on the results.

Identify Attributes of Service Quality Factors and Other Factors Affecting Calla SPA Customer Satisfaction

This research aimed to identify the factors influencing customer satisfaction at Calla SPA, focusing on service quality attributes such as Tangibility, Reliability, Ability to meet expectations, and Assurance, as well as other factors like price and location of Calla SPA offices. Both qualitative and quantitative methods were utilized, including document research, in-depth interviews, group discussions, and surveys. Results indicated that service quality (β3) had the strongest impact on satisfaction, followed by price (β1) and location of the SPA (β2). SPSS testing confirmed the reliability of the scale (α = 0.70 to 0.95), with total correlation coefficients above 0.3, KMO values between 0.5 and 1, and significance levels (Sig) below 0.05. These findings provide a foundation for Calla SPA's management to enhance customer satisfaction through service quality improvements, thereby aiding in market share retention, market expansion, and revenue growth. Furthermore, the research contributes to the theoretical understanding of service quality and customer satisfaction within the SPA industry

Factors Influencing Customer Satisfaction towards Internet Banking Service: Case Study of Vietnam

This study investigates the impact of service quality dimensions on customer satisfaction in the context of internet banking services in Vietnam. Using a quantitative approach, data were collected through a structured questionnaire from a sample of 934 customers of the ten largest banks in Vietnam. The five service quality dimensions examined in this study are Tangibility, Reliability, Assurance, Responsiveness, and Empathy. Correlation and multiple regression analyses were conducted to assess the relationships between these dimensions and customer satisfaction. The correlation analysis revealed that all five service quality dimensions had significant positive correlations with customer satisfaction, with Assurance having the strongest correlation, followed by Responsiveness, Empathy, Reliability, and Tangibility. The regression results indicated that all five dimensions were significant predictors of customer satisfaction, with Responsiveness, Reliability, and Assurance having the strongest relative impact. This study contributes to the understanding of service quality and customer satisfaction in the digital banking era, providing valuable insights for bank managers and policymakers to enhance service quality and customer satisfaction in the highly competitive Vietnamese banking market. The findings highlight the need for banks to prioritize Responsiveness, Reliability, and Assurance while also addressing Tangibility and Empathy to meet customer expectations and foster long-term customer loyalty.

Exploring the moderating effect of brand image on the relationship between customer satisfaction and repurchase intentions in the fast-food industry

PurposeThis study aimed to determine whether the brand image of fast-food restaurants moderates the relationship between satisfaction and loyalty among Chilean customers.Design/methodology/approachThe study was conducted using a structural equation modeling approach and involved a sample of 1,000 fast-food customers who were surveyed through nonprobabilistic sampling with a questionnaire consisting of 21 items. The instrument underwent validation by a panel of experts, and the results obtained were processed using the statistical software Smart PLS4. Convergent validity, discriminant validity and the structural model were tested to assess the acceptance or rejection of the proposed hypotheses.FindingsThe results of the research indicate that product quality, service quality and physical environment are crucial factors influencing customer satisfaction and shaping customer loyalty. However, it was found that brand image does not moderate the relationship between satisfaction and loyalty in fast-food consumption.Originality/valueThe present study contributes to the field of knowledge on fast-food consumption behavior and unveils findings that help fill knowledge gaps regarding the influence of restaurant brand image on the relationship between satisfaction and consumption loyalty. Thus, it demonstrates that, for certain customers, the brand becomes an irrelevant factor for their consumption loyalty as long as the restaurant offers product quality, excellent service and a pleasant physical environment.

SERVICE RECOVERY AND NET PROMOTER SCORE IN THE TRANSPORTATION SECTOR OF NIGERIA

Customer satisfaction and loyalty stand as pivotal determinants of organizational success in the evolving sector of transportation. This study explores the intricate relationship between Service recovery effectiveness and Net Promoter Score (NPS) within the transportation sector, focusing on selected transport companies in Niger Delta region of Nigeria. Through a mixed-methods approach and a sample size of 400 participants, the research identifies key factors influencing customer satisfaction and loyalty in Service recovery scenarios. Findings reveal a significant positive correlation between perceived Service recovery effectiveness and NPS, aligning with the Service Recovery Paradox theory, a Negative NPS score was also observed, indicating improvement on key factors highlighted by factor analysis. This study contributes valuable insights into enhancing service delivery, fostering customer loyalty, and driving organizational growth within the transportation sector. Keywords: Service recovery, Net Promoter Score (NPS), Transportation sector, Customer satisfaction, Service quality.

A Study on Maybelline Products: A Review on Customer Satisfaction

This research aims to conduct a comprehensive study on Maybelline products, a renowned brand in the beauty and cosmetics industry, with a specific focus on understanding customer satisfaction. Maybelline, a subsidiary of L'Oréal, has established itself as a global leader in offering a diverse range of makeup and beauty products. Employing a mixed-methods research design, combining online reviews, surveys, and interviews, this study seeks to explore the perceptions, preferences, and overall satisfaction levels of consumers using Maybelline products. Key objectives include analyzing customer reviews on various platforms, assessing the factors influencing customer satisfaction, identifying popular and well-received products, and understanding customer expectations from the brand. The study also aims to uncover any challenges or areas for improvement as perceived by customers. The findings of this research are expected to contribute valuable insights to Maybelline and the broader beauty industry, aiding in the enhancement of product offerings, marketing strategies, and overall customer satisfaction.

Unveiling Customer Contentment: A Study on Customer Satisfaction with Reference to Amazon

This research delves into the realm of customer satisfaction, focusing on the e-commerce giant Amazon. Recognizing the significance of customer satisfaction in the online retail landscape, this study employs a mixed-methods approach, incorporating qualitative insights and quantitative analyses, to comprehensively explore the factors influencing customer satisfaction and their overall shopping experiences with Amazon. The qualitative aspect of the study involves interviews, surveys, and customer testimonials to capture nuanced perspectives on what contributes to customer satisfaction during their interactions with Amazon. Simultaneously, quantitative data analysis will be utilized to identify trends, correlations, and statistical patterns associated with customer satisfaction metrics. Various dimensions of customer satisfaction will be investigated, including the impact of service quality, delivery efficiency, website usability, customer support, and product quality on overall satisfaction levels. The study aims to provide insights into how Amazon maintains high levels of customer satisfaction and navigates challenges in the highly competitive e-commerce market. His findings from this research are anticipated to offer valuable insights for Amazon, e-commerce professionals, and businesses seeking to enhance customer satisfaction. By understanding the intricacies of customer satisfaction with reference to Amazon, stakeholders can refine strategies, improve service offerings, and contribute to the ongoing evolution of customer-centric practices in the online retail industry. This study serves as a foundation for informed decision-making and future research within the realm of customer satisfaction in the context of e-commerce.

Analisis Faktor-Faktor yang Berpengaruh terhadap Customer Satisfaction pada Aplikasi Mobile Health

The COVID-19 pandemic has brought positive changes to the digital health industry in Indonesia. Kimia Farma Mobile is a mobile health application that offers comprehensive features for its users. The difference in ratings on Google Play Store and Apple App Store can influence trust (brand trust) and customer satisfaction with this application. The quality of electronic services, such as application interface, delivery quality, and transaction security, is increasingly crucial in influencing customer evaluations and ratings. Therefore, this research aims to analyze the factors influencing customer satisfaction with this application. The research was conducted quantitatively online through Google Form. The sampling method used convenience sampling and was analyzed using Structural Equation Modeling-Analysis Moment of Structural (SEM-AMOS). The research findings indicate that e-service quality significantly affects brand trust and customer satisfaction. This suggests that to improve brand trust and customer satisfaction, the mobile health application should be user-friendly and secure. Furthermore, brand trust significantly influences customer satisfaction. This implies that to enhance customer satisfaction, the mobile health application should provide educational and accurate information and offer customer guarantees.

What is beautiful is good: attractive avatars for healthier dining and satisfaction

Purpose As technology increasingly integrates into the restaurant industry, avatar servers present a promising avenue for promoting healthier dining habits. Grounded in the halo effect theory and social comparison theory, this study aims to delve into the influence of avatars' appearance, humor and persuasion on healthier choices and customer satisfaction. Design/methodology/approach This paper comprises three experimental studies. Study 1 manipulates avatar appearance (supermodel-looking vs normal-looking) to examine its effects on perceived attractiveness, warmth and relatability. These factors influence customer satisfaction and healthy food choices through the psychological mechanisms of social comparison and aspirational appeal. Studies 2 and 3 further refine this theoretical model by assessing the interplay of appearance with humor (presence vs absence) and persuasion (health-oriented vs beauty-oriented), respectively. Findings Results suggest that avatars resembling supermodels evoke stronger aspirational appeal and positive social comparison due to their attractiveness, thus bolstering healthier choices and customer satisfaction. Moreover, humor moderates the relationship between appearance and attractiveness, while persuasion moderates the effects of appearance on social comparison and aspirational appeal. Research limitations/implications This research bridges the halo effect theory and social comparison theory, offering insights enriching the academic discourse on technology’s role in hospitality. Practical implications The findings provide actionable insights for managers, tech developers and health advocates. Originality/value Despite its significance, avatar design research in the hospitality sector has been overlooked. This study addresses this gap, offering a guideline for crafting attractive and persuasive avatars.

Nexus between perception, purpose of use, technical challenges and satisfaction for mobile financial services: theory and empirical evidence from Bangladesh

Purpose This study analyzed the relationship between mobile financial services (MFS) usage and customer satisfaction with MFS in Bangladesh, considering perception, purpose of use and technical challenges as the primary factors influencing customer satisfaction with MFS. The aim is to determine the factors most influencing the use of MFS.Design/methodology/approach Data were collected from 400 MFS users through a structured web survey using snowball sampling that is consistent with the nature of MFS users who are difficult to identify or locate. Structural equation modeling (SEM) was used to analyze the data and evaluate the reliability and validity of the measurement model.Findings The results show that customers’ perceptions and satisfaction significantly impact their intention to use MFS. Specifically, customers’ perceptions strongly influence their satisfaction with MFS, and the purpose of use significantly predicts both perception and satisfaction. Technical problems and challenges were found to have no significant impact on satisfaction levels, but other factors were more critical. Furthermore, the integration of innovative technological solutions is crucial for fostering sustainability in MFS, as it enhances reliability and efficiency while minimizing environmental footprints.Research limitations/implications The study was conducted in a single country, relied on self-reported data, and used a cross-sectional design, which limits the ability to draw causal inferences. Future research could explore the factors that influence customer satisfaction with MFS in different countries and regions and incorporate additional variables to provide a more comprehensive understanding of the drivers of customer satisfaction with MFS.Originality/value This study significantly contributes by extending the technology acceptance model (TAM) framework with the innovation resistance theory, offering a nuanced understanding of MFS adoption. The findings challenge conventional wisdom, highlighting the limited impact of technical problems on satisfaction and emphasizing the central role of user perceptions in shaping satisfaction and intention to use.

A Study on Customer Satisfaction of Royal Enfield with Special Reference to Coimbatore City

“In this study, we aim to explore and analyze the factors influencing customer satisfaction towardsRoyal Enfield motorcycles. Through surveys and interviews, we will examine aspects such as product quality, after-sales service, brand image, and overall customer experience. The findings will provide valuable insights for Royal Enfield to enhance customer satisfaction and loyalty.”

The Influence of E-Banking and Service Quality on Loyalty in Customers of Bank Bri Unit Bukit Kemuning Lampung Utara

This research aims to identify and analyze the influence of E-Banking and service quality on customer loyalty at Bank BRI Bukit Kemuning Unit, North Lampung. The use of technology in the banking sector, especially E-Banking, has become an integral part of banks' strategies in improving services to customers. Service quality is also recognized as a key factor influencing customer satisfaction and loyalty. The research method used was a survey by distributing questionnaires to 40 BRI Bank Bukit Kemuning Unit customers. The data collected was then analyzed using the regression method to determine the influence of the independent variable (X1) E-Banking on the dependent variable (X2) service quality (Y) customer loyalty. By using Validity Test, Reliability Test, Multiple Linear Regression Analysis, T Test (Partial), F Test (simultaneous), Coefficient of Determination (R Square). The research results show that E-Banking has a positive and significant influence on customer loyalty. The better the acceptance and use of E-Banking by customers, the higher their level of loyalty to the bank.

Proposal of a Customer Satisfaction Index Model (Part of the Antecedents) Adopted to the Algerian Context

Measuring customer satisfaction is an efficient method for evaluating organisational performance of firms, especially in today’s competitive environment. In the Algerian context, where the industry is developing rapidly and the customer satisfaction and its antecedents have an importance for the most of the Algerian companies, it becomes crucial to explore the factors influencing customer satisfaction in the industrial sector. Therefore, the main objective of this study is to develop a specific model for a customer satisfaction index in the Algerian industrial environment. The inexistence of this type of models in the Algerian context has provided difficulties to companies in detecting what affects the satisfaction of their customers; this research can help them to find out what are the factors that impact on the customer satisfaction and improve it. To achieve this, we have examined previous studies conducted in other countries to identify the antecedents of customer satisfaction. The research methodology employed in this study follows a quantitative approach. We conducted a questionnaire survey among a sample of 203 customers of the BCR brand, which specialises in faucet production. The questionnaire was designed to measure various factors, including corporate image, customer expectations, perceived quality, perceived value, price, and handling of complaints. The collected data was analysed using SPSS software, and the model will be constructed using Smart-PLS software. The findings of the study confirmed that three variables significantly impact customer satisfaction in the studied context: perceived value, price, and perceived quality, specifically focusing on the sustainability dimension. Based on these results, we have developed a customer satisfaction index model, specifically focusing on the antecedents’ part, which incorporates these three variables.

Unveiling IoT Customer Behaviour: Segmentation and Insights for Enhanced IoT-CRM Strategies: A Real Case Study.

In today's competitive landscape, achieving customer-centricity is paramount for the sustainable growth and success of organisations. This research is dedicated to understanding customer preferences in the context of the Internet of things (IoT) and employs a two-part modeling approach tailored to this digital era. In the first phase, we leverage the power of the self-organizing map (SOM) algorithm to segment IoT customers based on their connected device usage patterns. This segmentation approach reveals three distinct customer clusters, with the second cluster demonstrating the highest propensity for IoT device adoption and usage. In the second phase, we introduce a robust decision tree methodology designed to prioritize various factors influencing customer satisfaction in the IoT ecosystem. We employ the classification and regression tree (CART) technique to analyze 17 key questions that assess the significance of factors impacting IoT device purchase decisions. By aligning these factors with the identified IoT customer clusters, we gain profound insights into customer behaviour and preferences in the rapidly evolving world of connected devices. This comprehensive analysis delves into the factors contributing to customer retention in the IoT space, with a strong emphasis on crafting logical marketing strategies, enhancing customer satisfaction, and fostering customer loyalty in the digital realm. Our research methodology involves surveys and questionnaires distributed to 207 IoT users, categorizing them into three distinct IoT customer groups. Leveraging analytical statistical methods, regression analysis, and IoT-specific tools and software, this study rigorously evaluates the factors influencing IoT device purchases. Importantly, this approach not only effectively clusters the IoT customer relationship management (IoT-CRM) dataset but also provides valuable visualisations that are essential for understanding the complex dynamics of the IoT customer landscape. Our findings underscore the critical role of logical marketing strategies, customer satisfaction, and customer loyalty in enhancing customer retention in the IoT era. This research offers a significant contribution to businesses seeking to optimize their IoT-CRM strategies and capitalize on the opportunities presented by the IoT ecosystem.

Identifying, Prioritizing, and Assessing Factors Influencing Customer Satisfaction Covered by Supplemental Insurance: A Mixed-Method Study

Background: With increasing specialization in various sectors of the market environment, it has become essential to identify customer satisfaction indicators and prioritize them to enhance the provision of supplementary health insurance services. Objectives: This study aimed to identify, prioritize, and assess satisfaction indicators among individuals covered by supplemental insurance. Methods: This exploratory mixed-method study involved 20 participants, including university faculty members, managers, and insurance experts in Khuzestan province. In the qualitative phase, a scoping review of relevant literature was initially conducted using electronic databases such as Scopus and Web of Science to extract key axes. Subsequently, in two stages of fuzzy Delphi, relevant indicators were extracted and then prioritized by a panel of experts using the fuzzy AHP method. Results: A total of 33 articles were retrieved through the database search. Following semi-structured interviews, 11 indicators were identified, including premium, insurance obligations limit, timely payment of expenses, provision of online services, respectful treatment, reasonableness of required documents, waiting period, complaint handling, franchising information, and discrimination in service provision. Among these factors, the premium had the highest priority, with a final weight of 0.190. Conclusions: The results highlight the significance of premium as the most influential factor in the study. Therefore, insurance company managers should focus on increasing insured individuals' satisfaction and enhancing their companies' overall perception.

Customer Shopping Behavior on E-Commerce Effectiveness Using the Information System Success Theory Approach

In addressing the purpose of this research, it seeks to unravel the intricacies of payment systems in e-commerce, particularly focusing on the challenges posed by the indirect nature of transactions. The design and methodology of the study involve a comprehensive examination of customer perceptions and concerns, emphasising payment security and privacy in the digital landscape. This investigation stems from recognising that security is a linchpin for the successful development of Internet-based payment systems. Within the discourse of e-commerce, customer apprehensions regarding the security of their payment and financial information, encompassing details like credit card transaction numbers, are prevalent. As the e-commerce market in Indonesia experiences rapid growth, exemplified by the leadership of Tokopedia, the competition among companies and organisations intensifies. The endeavour to satisfy customers becomes a formidable challenge for many, underscoring the need for nuanced insights into the factors influencing customer satisfaction. Adopting the Information System Success Theory as a theoretical framework, this study posits that customer concerns about the payment system significantly impact the perceived quality of service. In this context, quality serves as a yardstick for measuring effectiveness by delving into the intricate layers of customer satisfaction. The research employs Structural Equation Modelling (SEM) as the chosen methodology, engaging with the perspectives of 100 respondents to derive meaningful conclusions. Despite its contributions, the study acknowledges its limitations, including the inherent subjectivity in customer perceptions. Nevertheless, the implications drawn from this research carry significance for the ongoing refinement and enhancement of e-commerce payment systems, providing valuable insights for practitioners, researchers, and policymakers navigating the dynamic intersection of technology and consumer satisfaction in the digital age.

Basics of brand building in the banking industry

This article explores the fundamentals of brand building in the banking industry, emphasizing the increasing importance of brand management in a globalized and competitive market. The study delves into the theoretical and practical aspects of brand formation, drawing on insights from scholars such as K. Keller, D. Aaker, and others. It highlights the role of relationship marketing strategies in cultivating customer loyalty and underscores the significance of employees in brand building, particularly in the retail banking sector.
 The research reveals that service quality is a critical factor influencing customer satisfaction and loyalty, with a specific focus on electronic banking services. It discusses the challenges in building and promoting bank brands, including attracting consumer attention, promoting recall, and creating lasting relationships. The article also addresses the evolving landscape of the banking sector, emphasizing the impact of technology integration and heightened competition.
 Corporate image and reputation emerge as key elements in ensuring sustainable business growth, with a positive image contributing to customer retention and loyalty. The study underscores the importance of factors such as reliability, quality, customer orientation, social responsibility, and ethical business conduct in shaping a bank's corporate reputation. Additionally, the article explores the complex nature of service branding in the financial sector, particularly in retail banking, and the challenges associated with valuation and risk assessment.
 The quality of services, especially in electronic banking, plays a crucial role in customer satisfaction, loyalty, and retention. The article highlights the significance of meeting customer expectations and the role of emotional associations in shaping perceptions of service quality. It discusses the impact of trust on customer behavioral intentions, emphasizing the importance of security and risk considerations in electronic banking services.
 In conclusion, the article provides insights into the multifaceted dynamics of brand building in the banking industry, shedding light on the interconnectedness of service quality, customer satisfaction, and brand loyalty.

The Study Of Customer Satisfaction With The Special Reference To Panvel D-Mart

D-Mart is a popular supermarket chain in India. This study aims to understand the key factors influencing customer satisfaction, including product variety, pricing, store layout, staff behaviour, and overall shopping experience. Through qualitative and quantitative methods, the study analyses customer perceptions, identifies areas of strength and weakness for Panvel D-Mart, and recommends strategies to enhance customer satisfaction and loyalty. By focusing on this specific D-Mart location, the research offers valuable insights applicable to the broader D-Mart chain and the Indian retail landscape. The findings contribute to a deeper understanding of customer behaviour within the supermarket industry, ultimately guiding Panvel D-Mart and similar retailers towards improved customer satisfaction and sustained growth.

The Effect of Product Quality, Price, and Promotion on Satisfaction Customers

The purpose of this research is to determine and analyze the variables of product quality, price and promotion on customer satisfaction at the Hau Timor Company. This type of research is associative research, which aims to determine the relationship between two or more variables. The nature of the relationship between the influence of product quality (X1), price (X2) and promotion (X3) on the customer satisfaction variable (Y) is a causal/cause-effect relationship, where product quality, price and promotion factors influence customer satisfaction. With the research approach, each variable was taken as the Hau Timor research site in Dili, Timor Leste. Research results: Product quality at Hau Timor as a whole is in the high category, prices at Hau Timor as a whole are in the high category, promotions at Hau Timor as a whole are in the high category, and overall customer satisfaction is in the high category. Product quality partially has a positive and significant effect on customer satisfaction at Hau Timor. Price partially has a positive and significant effect on customer satisfaction at Hau Timor. Promotion partially has a positive and significant effect on customer satisfaction at Hau Timor. Product quality, price and promotion have a significant effect on customer satisfaction at Hau Timor.

The Interplay Between Supplier Management Practices and Customer Satisfaction: An Empirical Investigation of the Banking Industry in a Developing Country

The study aims to investigate the interplay among supplier quality management (SQM), supplier relationship practices (SRP), process management (PRM), and customer focus (CF) within the value chain of the banking industry in a developing country perspective and to identify how these factors influence customer satisfaction (CS). Empirical data have been collected through a structured questionnaire from 463 bank employees of a developing country using a nonprobability convenience sampling strategy. The study employs a structural equation modeling approach to analyze the relationship between endogenous and exogenous variables. The study finds that SRP, PRM, and CF have a significant positive influence over CS. It also highlights that SQM has a significant positive relationship with the SRP and PRM. The study reveals that PRM mediates the relationship partially between SQM & CF and SQM & CS. Further, CF mediates the relationship partially between PRM and CS, while SRP mediates the relationship partially between SQM and CS. The findings of this research provide valuable insight into the stakeholders associated with the banking sector and policymakers regarding the importance of supplier management practices, particularly enabling the banks of emerging economies to understand the influence of SQM and SRP on guiding PRM, CF, and CS. The study only focuses on one developing country perspective and one specific industry, which may limit the generalizability of the findings to other contexts. Future research could expand the scope to include multiple developing countries and industries to validate the findings and investigate the moderating effect of contextual factors on the relationships between SQM, SRP, PRM, CF, and CS.