Customer Satisfaction Profitability Research Articles

The Role Of Internal Marketing In Gaining Customer Satisfaction And Loyalty

إن مفتاح النجاح لاي عمل تجاري ربحي أو غير ربحي هو بحاجة ماسة للتسويق لأن هذا العلم يعمل على فهم حاجات ورغبات العملاء ويزودهم بالمنتجات التي تحقق لهم أقصى إشباع ورضا ممكن. بحيث تبنت المؤسسات الخدمية مفهوم التسويق الداخلي و ذلك بتطبيق ابعاده للحصول على رضا عامليها مما يجعلهم يتمتعون بمهارات و خبرات مختلفة و ان يقدموا خدماتهم بجودة عالية و بالمستوى الذي يرضي زبائنهم. كما ان الاقتصاد الاسلامي يقوم على امور يفتقدها غيره من الانظمة الاخرى فهو يقوم على الملكية العامة و الخاصة في ان واحد باعتبار ان كلا منهما اصل و لكل من هاتين الملكيتين اهدافهما و مصادرهما المشروعة و من ثمة يهدف هذا البحث الى:تسليط الضوء على تقديم خلفية عامة حول التسويق الداخلي،كما تكمن اهداف الدراسة عل مقدم الخدمة و البحث في كيفية تحقيق رضاه.وتتمثل اشكالية البحث في مدى مساهمة التسويق الداخلي في تحقيق رضا الزبون و كسب ولائه؟؟

Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty of UC Makassar

Economic development in recent years has been driven among others by the service industry. The fierce competitive situation has driven competing businesses to continually develop themselves to provide superior quality services and an excellent brand image to gain customer satisfaction and loyalty. This study aims to examine the relationships between service quality, brand image, customer satisfaction, and customer loyalty of UC Makassar. We collect research data from 68 students using a convenient sampling technique. We adopted the conceptual model from prior studies. PLS-SEM was conducted to test the relationships in the conceptual models. The outcomes indicate that customer satisfaction has a positive impact on customer loyalty. The findings also found that service quality positively affects brand image and customer satisfaction but not loyalty. Likewise, brand image has a positive effect on customer satisfaction but not on loyalty. The implications of this research, limitations, and directions for further research can be found below.

Impact of Product Line on Shopping Motivations of Consumers in E-commerce—A Correspondence Analysis

An increasing number of e-commerce sites offering products globally have created a highly competitive marketplace across various market segments. E-retailers look to update their sites regularly to facilitate consumer decision-making. This article examines consumers’ motivational factors when shopping online and their association with online shopping sites offering different product lines delineating one online shopping site from another. Significant online shopping motivational factors identified through the literature review such as ease of navigation and website content, personalized services, discounts/promotional offers, range of products, familiarity with an e-store, reviews on-site, cancellation and returns policy, product quality and logistics were mapped with a few popular e-commerce sites in India offering different product lines, using correspondence analysis. Findings suggest consumers give more importance to quality, ease of navigation and website content, and personalized services when shopping at e-commerce platforms offering limited product lines like grocery/apparel. In contrast, good reviews, good logistics, clear order cancellations and return policy are more important when shopping at e-commerce sites providing an extensive product line. Such information can assist e-retailers in improvising their services to gain customer satisfaction and differentiate their website from others.

An inventory analysis in a multi-echelon supply chain system under asymmetry fuzzy demand: a fmincon optimization

In this article, the three-echelon supply chain model is developed with a single supplier, a single vendor and a single buyer in a fuzzy environment. The three-stage inspection technique is considered at the end of the vendor's process to supply high-quality products to the buyer. Moreover, the demand rate of the product in the market is often assumed to be uncertain, and accordingly, in this paper, the uncertainty is handled using fuzzy numbers. The primary goal of this model is to minimize the overall inventory cost relative to the asymmetry hexagonal fuzzy demand. Additionally, a backorder strategy is incorporated to gain customer satisfaction and reduce lost sales. To validate this model, numerical examples are tested and constrained non-linear optimization (i.e. fmincon solver) is performed to derive the optimal solution for the decision variables. Finally, conclusions with potential future directions are provided.

Marketing Strategy Analysis of Shredded Sea Milkfish Production of "Dpore Meme" Alasmalang Village, Panarukan District, Situbondo Regency

The community uses limited sea milkfish to be sold in fresh form and has low selling value. It is necessary to diversify in the form of processed products such as shredded sea milkfish. The obstacles to the marketing of sea milk floss include sales results that have not met sales targets, promotions that have not been managed properly, and the number of competitors. This research was conducted at the Micro Enterprise "Dpore Meme" Alasmalang Village, Panarukan District, Situbondo Regency with the aim of analyzing internal and external factors in the marketing of sea milk shredded, alternative formulation strategies, and strategic priorities based on SWOT and QSPM analysis. The results of the research are alternative strategies, including improving product quality to gain customer satisfaction, optimizing strategic locations and excellent service to increase the quantity and quality of marketing networks, increasing marketing HR capacity, packaging and product quality to gain wider market access, building brand awareness products, building cooperation with raw material suppliers, and market education. The strategic priority is to increase marketing HR capacity, packaging and product quality to expand market access with the highest TAS score of 6.75.

The Role of E-Satisfaction on Repurchase and E-Wom Intention on The Costumers of Food Products By Local Micro and Small Businesses on The Digital Platforms

Despite the increasing popularity of online food delivery services, extant studies have not looked at factors that contribute to customers’ willingness to repurchase and recommend food products by local micro and small businesses to other app users. Meanwhile, the topic is essential given that food products from local micro and small businesses face direct competition with well-known products from large corporations on digital platforms. Therefore, this study aims to examine the role of food quality, price fairness and perceived value on e-satisfaction and the role of e-satisfaction on the repurchase and e-WOM intention of the customers of food products by local micro and small businesses. Using data from 100 customers of local micro and small businesses on the popular food delivery applications in Pekalongan, Indonesia and employing Partial Least Square (PLS) in our data analysis, our results show that food quality and price fairness have a significant effect on e-satisfaction. In addition, our findings show that e-satisfaction has a positive and significant effect on repurchase intention, but it shows a non-significant positive effect on e-WOM intention. Overall, our findings suggest that on digital platforms, gaining customer satisfaction about the product's quality and the price's fairness may not be enough, as it does not indicate a significant relationship with the willingness of the customers to recommend it to other app users. Keywords: food quality, price fairness, perceived value, e-satisfaction, repurchase intention, e-WOM intention

ASSESSMENT OF SERVICE QUALITY USING SYNERGIES OF FUZZY SERVQUAL, FUZZY KANO’S MODEL, AND FUZZY ANALYTIC NETWORK PROCESS INTO QFD

The essence of banking service will always be service quality. To gain customer satisfaction, enhance market rivalry, and achieve sustainable performance. The primary goal of this article is to identify the primary factor contributing to high customer dissatisfaction and poor service quality in bank services. This article synergies fuzzy SERVQUAL, fuzzy Kano model, and fuzzy analytic network processing into QFD. Structured survey questions based on SERVQUAL and Kano models were developed and disseminated to collect data. According to the findings, the bank should offer the promised service within the time range, respond to client concerns immediately, and supply appropriate service within the time frame. Furthermore, an employee should give timely care to the client; the employee should never be too busy to respond to customer demands and inform the consumer when service is delivered. In conclusion, focusing on customer requirements can enhance the bank's service level, which increases customer satisfaction.

SENTIMENT ANALYSIS ON TRIPADVISOR REVIEWS OF CUSTOMER SATISFACTION IN TAGAYTAY CITY FROM 2017-2021

The study addresses customer satisfaction in Bag of Beans Café and Restaurant, Tagaytay City focusing on the online reviews on Trip Advisor from the year 2017-2021. The study aims to come up with recommendations based on results that can be applied to the negative feedback of the customers in Bag of Beans Café and Restaurant Tagaytay City through reviews from TripAdvisor. The researchers utilized Hashed Ahmed Nasser's research framework. Salniza Bt Md, M. Salleh, Hamid Mahmood Gelaidan in 2012. The framework consists of four sections for gaining customer satisfaction. This study utilized qualitative research following a descriptive design. Sentiment analysis of TripAdvisor reviews was applied in its research. The researchers utilized a purposive sampling technique wherein there are qualifications for the reviews to be included in the study. Simple frequency counts on the number of positive and negative comments were performed and are shown for clarity. The online reviews mainly indicated a higher rate of positive impression after dining at Bag of Beans, concluding that most customers are satisfied with the restaurant's performance. That being said, the café and restaurant have implemented procedures and measures in place to ensure that their clients receive high-quality attention. In addition, having online review platforms allows the Hospitality and Restaurant Industry to analyze both positive and negative customer experiences that will help the management to improve and develop the services they offer for the betterment of the cafe and restaurant.

Efficient customer relationship management systems for online retailing: The investigation of the influential factors

AbstractIn business processes, gaining customer satisfaction is vital for online retailing. In this way, it is necessary to identify the important factors for attracting and retaining customers in online retailing. Many factors are involved in efficient customer relationship management (CRM) systems. Their efficient implementation needs a deep focus on key customers, proper organization, knowledge management, technology, market, sales, ordering, support, and many other factors. Therefore, this paper examines the effective factors (including innovation management, market knowledge, competitive intelligence, entrepreneurship management, stakeholder management, project management, and business project management) on the efficiency of the CRM systems for online retailing. The data were collected from Digikala employees in Iran. Based on Morgan's table (Table A2 (Appendix)), 248 samples were randomly selected, and questionnaires were sent to employees, where 234 were fully answered. Research data and assumptions were evaluated using SPSS and PLS software. Research findings showed that innovation management (ß = .390, t = 6.426, p < .001), market knowledge (ß = .296, t = 4.864, p < .001), and competitive intelligence (ß = .115, t = 2.190, p < .005) directly impact the efficient CRM systems for online retailing. Stakeholder management (ß = .283, t = 9.713, p < .001), project management (ß = .229, t = 5.458, p < .001), and business project management (ß = .544, t = 11.351, p < .001) are also effective through the mediator variable of entrepreneurial management (ß = .143, t = 2.314, p < .005) on the efficient CRM systems for online retailing.

Exploring trade-offs between basic and advanced sustainable supply chain practices among consumer electronics: a social media analytics approach

PurposeThis study explores the sustainable supply chain trade-offs in the electronics industry.Design/methodology/approachThe study employs a social media analytics approach and analyses Twitter posts from August 2017 to December 2021. Thematic analysis is applied to discover the pattern in sustainable supply chain trade-offs based on the consumers' perceptions. In addition, a chi-square test was used to measure whether a relationship exists between product groups and sustainable supply chain perceptions.FindingsThe results indicate that environmental practices are the most frequent topic among consumers on social media. Further, although basic sustainable supply chain practices are prioritised in the environmental aspect, advanced sustainable supply chain practices take precedence over basic ones in the social dimension. The result from the chi-square independence test reveals that there is no significant relationship between different products and perceptions of consumers except for economically advanced sustainable supply chain practices.Practical implicationsThe main implications of the present study are to offer a fast and efficient method to marketers and companies for discovering customer perceptions. In a way, they can identify where the quality of practices needs to improve in their supply chains to gain customer satisfaction. Additionally, the authors suggest industries declare their trade-off preferences between sustainable supply chain practices transparently.Originality/valueThe findings extend the abundance of sustainable supply chain literature by identifying the sustainable supply chain trade-offs among consumer electronics. Also, the reason for customers' dissatisfaction is provided. In the end, six propositions are presented based on the explorations.

Streamlining Service Delivery of Final Duties and Taxes in a Private Banking Corporation

This paper discusses the actions taken regarding the slow delivery of final duties and taxes in a private banking corporation. The objectives were to eliminate customer complaints and close all the pending transactions to gain customer satisfaction and increase the percentage of clients and transactions served. After observations, a series of interviews, data collection and documentation, and collaboration efforts with the team members involved, the issue was constructed. Various tools were used in planning, constructing, implementing, and evaluating the streamlined process improvement. Process mapping and lean thinking methodology were applied to know which activity should be eliminated. A workflow instruction was formulated, which improved the cycle time. Time and motion analyses were crafted during the implementation to verify each transaction. Pending transactions, follow-ups, and complaints were compared before and after implementation to confirm if the streamlined process improved the service delivery. It was observed that some of the team members were hesitant to change at first, but by using convincing words and data during the team meeting, all members were convinced that streamlining service delivery is a need. After a month of implementation, the record showed that the streamlined process eliminated complaints, reduced follow-up concerns through telephone calls from clients, and decreased pending transactions by 50%. Through this, relevance of data to support a particular idea is further realized. Furthermore, it was also observed that the streamlined process improvement saved the company time, energy, and even costs. It ensures the fast delivery of products or services, resulting in customer satisfaction.

The Influence of Elevator Maintenance Program on Customer Satisfaction Based on Multi-Level Grey Relational Analysis

Customers are the bedrock of any business and the driving force behind its growth. As the disparities in manufacturing costs, product quality, and management systems between competing companies narrow, meeting customer expectations, increasing customer satisfaction with the company, and exceeding customer expectations has become a robust measure for businesses seeking to increase their competitiveness. While advanced manufacturing technologies or technological processes are easily replicated or even surpassed, the soft power required to gain customer satisfaction takes ongoing investigation and accumulation. This needs firms to raise their level of customer satisfaction in order to continue constructing an enterprise-specific culture that promotes enterprise development and profitability. The subject of this study is elevator maintenance customers. It employs a method known as multi-level grey relational analysis to integrate the features of customer wants in this business in order to develop an assessment system for elevator maintenance customer satisfaction. Second, collect relevant data via a customer happiness questionnaire survey of the elevator company's maintenance clients, analyze and assess the customer satisfaction data, and lastly, recommend improvement ideas based on the analysis results.

Importance of international accreditation in improving service quality in the higher education institutions: A case of jordan

Increased competition in the higher education sector has pushed many universities to improve their quality to gain customer satisfaction, provide high quality of service that meet student expectation or exceed student expectation as the priority for many universities. The aim of this paper is to illustrate the advantage of having international accreditation in overcoming obstacles and exceeding customer expectations. This paper examines the perspective of students in Jordanian universities.

Sentimen Analisis Customer Review Produk Shopee Indonesia Menggunakan Algortima Naïve Bayes Classifier

Gaining customer satisfaction and trust has become the main challenge in achieving success in the business world. Business people need to identify problems that arise from reviews given by customers. However, reading and classifying each review takes a long time and is considered ineffective. To overcome this, this study aims to analyze the customer sentiment of shopee products using the nave Bayes classifier algorithm. The data used in this study is a customer review of the Xiaomi Redmi Note 9 products which are sold on the Shopee Indonesia website. Customer review data is collected by applying the Web Scraping technique. The algorithm used in this study is the Naïve Bayes Classifier which is known to be popular and effective in classifying data. This study also applies the Knowledge Discovery in Text (KDT) methodology to extract information from text data. The results of the classification using the Naïve Bayes algorithm found an accuracy value of 85%. This study proves that by applying sentiment analysis techniques, business people are able to find out the opinions of customers as an evaluation material that needs to be done to optimize the products and services provided.

Gaining customer satisfaction through sustainable supplier development: The role of firm reputation and marketing communication

Recent cases demonstrate that negative effects of sustainability-related scandals experienced by upstream suppliers can spill over to downstream firms. Thus, initiatives to help suppliers improve their sustainability performance are becoming increasingly essential for firms’ risk management in relation to supply chains. Thus far, the literature has yet to provide significant evidence on how firms can generate value from sustainable supplier development initiatives. In this study, we conduct dynamic panel data analysis of a dataset of 768 firm–year observations collected from four secondary sources, and find that sustainable supplier development initiatives can contribute to firms’ customer satisfaction, which further contributes to improved sales performance. Moreover, the relationship between sustainable supplier development initiatives and customer satisfaction is negatively moderated by firm reputation, yet positively moderated by the firm’s advertising intensity. These results provide robust evidence that customer satisfaction is a valid mechanism that links sustainable supplier development initiatives with improved sales performance.

The Impact of Trust On E-Marketing And Customer Satisfaction In The Commercial Banks Of A Developing Country

The purpose of this paper is to determine, based on e-marketing, the customer satisfaction of Libya's banking industry. This is an empirical research designed using primary data gained by a well-structured questionnaire. After validity and reliability checking of a self-administered questionnaire using the SPSS software, the analysis was performed. The questionnaire was circulated in Misurata, Libya, to a sample of 350 bank customers. This paper provides a valuable contribution, as there are only a few studies dealing with the evaluation of e-marketing components in Libya's banking industry. The results have shown that the relationship between consumer satisfaction and e-marketing is significant here. Regression analysis found that all these factors positively impacted customer satisfaction in the Libyan banking sector based on three distinct independent variables (mobile phones, internet and credit cards). For bank management, which looks forward to innovative market models to gain customer satisfaction by trust-building, this study has huge implications.

Identifying and prioritizing the effective factors in the implementation of green supply chain management in the construction industry

In recent years, environmental protection and sustainability have become significant issues and have attracted everyone's attention. And many organizations are now interested in using it as their strategy to gain customer satisfaction and market share and outperform competitors. This article aims to identify and prioritize the main factors that implement green supply chain management (GSCM) in the construction industry. To achieve the goal, the integrated approach combining is fuzzy decision-making trial and evaluation laboratory (FDEMATEL) and fuzzy analysis network Process (FANP) developed. The parameters employed are in this approach identified through an extensive literature review, and validation is criteria introduced through the experts’ opinions to discuss data uncertainty. First, the FDEMATEL method sets up the interrelationships between the criteria, which used for determining are the most important factors in the GSCM approach. Then, the local weight of the criteria calculated using the FANP approach based on cause and effect relationships, and through the FDEMATEL method. The results of this study show that external factors are the most important and influential factors in the GSCM approach, Therefore, the findings of this study can guide managers to make better use of the GSCM approach in the Iranian construction industry.

A SCOR-based performance evaluation framework for last-mile delivery of DIY home furniture products

For a retail supply chain of DIY home furniture products, last-mile providers must be capable of providing multiple-piece shipment and complex assembly, as well as installation services. Most suffer from their operational performance management. Therefore, this article aims to propose a performance evaluation framework for last-mile delivery of home furniture products. It was developed through the case of a multinational home delivery and assembly service company based on the SCOR model. In the real-world situation of this context, the 13 measurable metrics can be determined as key performance indicators (KPIs). These KPIs were also prioritised using the analytic hierarchy process. Finally, the framework was applied to measure the performance of the two branches of the MNC in Thailand and Indonesia. The company can monitor the quality of service in different environments to gain customer satisfaction and maintain a good reputation with business partners.

Usability Analyses on the Daily Evaluation System Application with Potential Gain Customer Value Method and Customer Satisfaction Index Method

The advantage use of information technology is not only limited to individuals, but also organizations, especially government organizations. In 2003 the Indonesian government issued Presidential Instruction No. 3/2003 concerning national policies and strategies for e-government development. Based on this, a usability analysis is performed on the Daily Evaluation System (DES) application with the Customer Satisfaction Index (CSI) method and the Potential Gain Customer Value (PGCV) method. The User Centered Design (UCD) is used as an indicator of the questionnaire and the results are analyzed using the CSI and PGCV methods. The results of CSI analysis of the satisfaction level showed the value of 70.95% for female respondents, while it is 70.84% for male respondents. The value of the level of satisfaction is equal to 67.42% for respondents aged 20-30 years, 72.07% for respondents aged 31-40 years, and 73.87% for respondents aged 41-60 years. The level of satisfaction for respondents in structural positions is 72.65% while for respondents in functional positions is 69.73%. Based on the ten UCD indicators, the highest percentage of satisfaction is the consistency indicator which is 77.82% and the lowest is the assistance and documentation indicator which is 63.00%. Based on the results of the PGCV analysis, it is showed that 11 attributes are needed to be the priority for improvement.

The Influence of Product Innovation on Customer Satisfaction in the Pharmaceutical Sector in Jordan

This study aims at examining the influence of product innovation on customer satisfaction in the pharmaceutical sector in Jordan. The researcher developed a questionnaire consisting of 54 items distributed over the independent and dependent variables of this study. The questionnaire was distributed manually over the study's sample which consists of 90 male and female oncologists and cancer specialists in Jordan from a total of 123 oncologists registered in the Jordanian Physicians Association. Simple and multiple linear regressions had been used in analyzing the data. Results revealed that participants are in full agreement in gaining customer satisfaction through product innovation and providing quality services supported by research and development of new products, using the latest technology in production, good branding and improving the quality of packaging, in addition to the effect of engagement of the senior management support (SMS).