Impact Of Customer Satisfaction Research Articles

The Effect of Service Quality, Cargo Handling Rates, and Infrastructure Facilities on Customer Satisfaction in Aircraft Cargo Expedition Services Pt Angkasa Pura Logistik Yogyakarta

The demand for logistics services is currently high, evidenced by increased imports to Indonesia from 2022 to 2023. Logistics service providers, such as PT Angkasa Pura Logistik Yogyakarta, must consistently maintain customer satisfaction. Therefore, this study examines how service quality, pricing, and infrastructure influence customer satisfaction at PT Angkasa Pura Logistik Yogyakarta. This research investigates the impact of service quality, cargo handling tariffs, and infrastructure on customer satisfaction with air freight services provided by PT Angkasa Pura Logistik Yogyakarta. This study employs a quantitative approach, utilizing accidental sampling. The sample size consists of 80 respondents. Data analysis is conducted through multiple linear regression analysis (SPSS software version 26). The results indicate that service quality, cargo handling tariffs, and infrastructure positively and significantly impact customer satisfaction, both partially and simultaneously. The most significant variable influencing customer satisfaction is service quality.

Pengaruh Persepsi Harga, Cita Rasa Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Rumah Makan Kuningan Hegarmukti

The culinary industry has become a global issue for business operators, offering promising opportunities, especially in today's rapidly developing world. Food has evolved into a culinary industry that not only provides taste but also fulfills socializing needs and aspirations. The tent industry is rapidly growing in Cikarang City. One small business in the food industry located in Central Cikarang, known as Warung Makan Kuningan, exemplifies this trend. The proliferation of food vendors in this city indicates intense competition. With consumers having more alternatives, their evaluations of products against their expectations or satisfaction levels increase competition. This study aims to determine whether there is an influence of price perception, taste, and service quality on customer satisfaction, using a quantitative research approach with an associative design. The sampling method employed in this research is nonprobability sampling with incidental sampling, involving 100 respondents. The analysis method utilizes partial least squares (PLS) with SmartPLS 3.2.9 software. The study findings reveal that price perception, taste, and service quality significantly and positively impact customer satisfaction.

Analisis Perbaikan Kualitas Pelayanan Jasa Penyewaan Gudang Menggunakan Metode Service Quality dan Importance Performance Analysis

Service quality is crucial for companies in the service sector, directly impacting customer satisfaction. PT BLI, a company offering TPS warehouse rental services, is facing issues with a low influx of containers and customer complaints. This research aims to analyze the service quality at PT BLI's warehouse storage section using the Servqual method, which encompasses five quality dimensions and 24 attributes, followed by Importance Performance Analysis (IPA) to identify attributes that require immediate improvement. The Servqual analysis revealed that 10 attributes of PT BLI's service quality do not meet customer expectations. Through IPA, five attributes were identified as high-priority for improvement: the safety of goods in the warehouse (gap of -0.07), the informativeness of employee service regarding activity updates (gap of -0.14), the speed of employees in processing goods in and out of the LCL warehouse (gap of -0.34), the ability of employees to understand consumer needs (gap of -0.01), and the communication skills of employees in providing excellent service (gap of -0.32). Addressing these critical service quality gaps will help PT BLI enhance customer satisfaction, reduce complaints, and potentially increase the number of incoming containers, positively impacting the company's standing in the warehouse rental industry.

Analisis Perbaikan Kualitas Pelayanan Jasa Penyewaan Gudang Menggunakan Metode Service Quality dan Importance Performance Analysis

Service quality is crucial for companies in the service sector, directly impacting customer satisfaction. PT BLI, a company offering TPS warehouse rental services, is facing issues with a low influx of containers and customer complaints. This research aims to analyze the service quality at PT BLI's warehouse storage section using the Servqual method, which encompasses five quality dimensions and 24 attributes, followed by Importance Performance Analysis (IPA) to identify attributes that require immediate improvement. The Servqual analysis revealed that 10 attributes of PT BLI's service quality do not meet customer expectations. Through IPA, five attributes were identified as high-priority for improvement: the safety of goods in the warehouse (gap of -0.07), the informativeness of employee service regarding activity updates (gap of -0.14), the speed of employees in processing goods in and out of the LCL warehouse (gap of -0.34), the ability of employees to understand consumer needs (gap of -0.01), and the communication skills of employees in providing excellent service (gap of -0.32). Addressing these critical service quality gaps will help PT BLI enhance customer satisfaction, reduce complaints, and potentially increase the number of incoming containers, positively impacting the company's standing in the warehouse rental industry.

The impact of Covid-19 on how core and peripheral service satisfaction impacts customer satisfaction

The COVID-19 pandemic has done significant economic damage to the service industry and has also led to changes in how satisfaction with core and peripheral services impact overall customer satisfaction in services. In our study of 110,388 reviews of 145 major airlines from 2019 to 2022, we demonstrate how pre-pandemic, both core service satisfaction and peripheral service satisfaction impact overall customer satisfaction. However, we also observe that during the pandemic, the positive effect of peripheral service satisfaction on overall customer satisfaction is strengthened while the positive effect of core service satisfaction on overall customer satisfaction is weakened. Interestingly, these effects continue post-pandemic. Our results provide key theoretical and managerial implications.

The Effect of Service Quality And Facilities on Customer Satisfaction at Benteng Buah Naga Café & Resto

Customer satisfaction is where customers' needs, desires, and expectations can be fulfilled, leading to repeat purchases or continued loyalty. Consumers will be more satisfied with the more fulfilled expectations from consumers. This study analyzed the factors influencing customer satisfaction at the Benteng Buah Naga Café & Resto. The variables examined in this study are service quality and facilities, which are thought to impact customer satisfaction. The research approach uses a quantitative approach. The analysis technique used is multiple linear regression analysis with the help of SPSS version 24 (twenty-four). The results showed that the service quality variable positively and significantly affected (t value> ttable, 3,599 > 2.012) customer satisfaction at the Benteng Buah Naga Cafe & Resto. The Facilities variable positively and significantly affects (t value> t table, 2,230 > 2.012) customer satisfaction at the Benteng Buah Naga Cafe & Resto. Simultaneously, service quality and facilities affect customer satisfaction (Fcount> Ftable of 34,483 > 3,20) at the Benteng Buah Naga Café & Resto.

Pengaruh Brand Image dan Brand Trust terhadap Brand Loyalty melalui Customer Satisfaction sebagai Variabel Intervening Nike

Purpose: This research is designed to investigate the impact of brand image, brand trust, and customer satisfaction as mediating variables on brand loyalty, specifically towards Nike in Jakarta and Tangerang. Research Methodology: The study employs a quantitative methodology, with data analysis conducted using SMARTPLS version 4. Sampling was achieved through Simple Random Sampling methods. Results: The results indicate that while brand image has a significant effect on brand loyalty, it does not significantly impact customer satisfaction. On the other hand, brand trust shows a substantial contribution to both brand loyalty and customer satisfaction. Additionally, customer satisfaction is established as having a significant influence on brand loyalty. In terms of the effect of brand image on brand loyalty, customer satisfaction is not a mediating factor. However, in the dynamics between brand trust and brand loyalty, customer satisfaction emerges as a key mediating factor. Limitation: The research was only conducted on 100 respondents, so the existing data does not yet cover the population of Nike consumers in Indonesia. Apart from that, the scope of the research is only as far as Jabodetabek and several other cities so that areas other than Jabodetabek have not received accurate data representation. Contribution: From the results of the research examined, the author wants to make a contribution to Nike as a research object: Nike must look for model innovation to get a unique model in the eyes of consumers. Nike must make their shoes trustworthy to consumers. Nike must be able to provide satisfaction to consumers when shopping for Nike shoes. Nike must be able to provide the right satisfaction so that their shoes are always worn by consumers.

Atmospherics fosters customer loyalty: Exploring the mediating effects of memorable customer experience and customer satisfaction in factory outlet malls in Taiwan

The literature lacks consensus on hedonic and utilitarian values in the atmosphere-satisfaction-experience-loyalty nexus, compounded by the overlap between satisfaction and experience. Grounded in the Stimulus-Organism-Response (SOR) framework, this study investigates the distinct roles of hedonic and utilitarian values and memorable customer experience (MCE) in loyalty research. Analyzing 485 responses from eight outlet malls in Taiwan, the results show atmospheric cues influencing utilitarian and hedonic values, impacting customer satisfaction (SAT) and MCE to varying degrees. Notably, SAT exerts a stronger influence on customer loyalty than MCE. The study confirms the mediating effects of hedonic and utilitarian perceptions, MCE, and SAT within the model. This research provides concise insights with implications for theoretical and managerial application.

Does facility-maintenance service quality drive tenants’ willingness to pay higher rent? Evidence from Indian residential real estate infrastructure

PurposeThis paper aims to empirically investigate the effect of facility–maintenance service quality on tenants’ satisfaction and their subsequent willingness to pay higher rent in the National Capital Region (NCR), India.Design/methodology/approachThe data for this study was collected from 1,692 tenants in NCR, India. SmartPLS4.0 was used to analyze the data using structured equation modeling.FindingsThe study findings indicate that all parameters of facility–maintenance service quality (tangibles, service personnel quality and empathy) positively impact tenants’ satisfaction. Further, satisfied tenants are willing to pay higher rentals. In addition, customer satisfaction partially mediates the relationship between facility–maintenance service quality and willingness to pay higher rent.Research limitations/implicationsThe study extends evidence-based research in the service industry to provide empirical evidence that facility–maintenance service quality positively impacts customer satisfaction in real estate settings in emerging markets (India). This research will guide future researchers to explore other dimensions to support evidence-based research in real estate settings.Practical implicationsBased on the data collected online after personal interaction in residents’ meetings, the study findings provide significant insights for stakeholders such as policymakers, practitioners, landlords, associations and builders. With rising housing demand because of rural migrations toward urban or metro locations coupled with the government’s inability to expand the infrastructure simultaneously, the government has enhanced the role of public–private partnership (PPP) in housing development. The findings will help policymakers incorporate the service angle into key performance indicators in PPP contracts. Additionally, with rising competition in the housing sector, understanding these factors will help landlords and resident associations improve service quality standards, thus enhancing the residential societies’ word-of-mouth publicity and attracting high-paying residents.Originality/valueTo the best of author’s knowledge, this is a pioneer study to empirically investigate the impact of facility–maintenance service quality standards on tenants’ satisfaction and willingness to pay higher rent in a residential setting in India.

Influence Of Brand Image And Customer Trust On Customer Loyalty Through Customer Satisfaction With Gender As A Moderation Variable

This study aims to investigate the impact of brand image and customer trust on customer loyalty, mediated via customer satisfaction. Gender is employed as an independent variable to mitigate the impact of brand image and customer trust variables on customer loyalty. This study utilized data from 250 respondents who completed a questionnaire issued to BSI customers in the Malang Raya area. Purposive sampling and proportional random sampling are two distinct methods used for sampling. A proportional random sampling method was employed to ensure that the percentage of respondents from Malang City, Malang Regency, and Batu City was maintained. The research used the Structural Equation Modeling - Partial Least Squares (SEM-PLS) approach. These data indicate that brand image and customer satisfaction substantially impact customer loyalty. However, customer trust does not have a significant effect on customer loyalty. Moreover, the brand's image and the level of consumer trust notably impact customer satisfaction. The findings of this study indicate that customer satisfaction serves as an intermediary variable that influences brand image and consumer trust, ultimately affecting customer loyalty. In addition, gender cannot reduce the impact of brand image and customer trust.

Examining Satisfaction Factors among Young Vietnamese Tourists: A Study of Traditional Cuisine in Hue City, Vietnam

The satisfaction of tourists plays a crucial role in enhancing the image of a tourist destination and influencing their decision to visit and revisit. Despite numerous global studies on this issue, there needs to be more research on factors influencing tourist satisfaction with traditional cuisine, especially for young Vietnamese tourists in a historic city like Hue, Vietnam. This study surveyed 250 young domestic tourists visiting Hue in early 2023 and included 12 semi-structured interviews with culinary experts, chefs, and tourism businesses. The results of hypothesis testing revealed that factors related to traditional Hue cuisine, such as Culinary Quality (CQ), Service Quality (SQ), Food hygiene and safety (HS), and Fair Price (FP), positively impact Customer Satisfaction (SAT). However, the factor of Restaurant Environment (RE) was rejected. Additionally, the interview results highlighted the significance of traditional Hue cuisine in tourism development. The study proposes policies and solutions to enhance tourist satisfaction with traditional Hue cuisine. This research contributes to formulating management policies and promoting traditional cuisine as a crucial factor in attracting visitors to tourist destinations.

Automated Storage and Retrieval System for Warehouse

Manual picking and retrieval of items from storage locations can be time-consuming, leading to delays in order fulfillment. This can negatively impact customer satisfaction and the overall responsiveness of the supply chain. In addition, manual data entry and tracking systems are prone to human errors, resulting in discrepancies between recorded and actual inventory levels. This can lead to stockouts, overstocking, and difficulties in maintaining accurate inventory records. Therefore, a fully automated storage and retrieval system is proposed to tackle this problem. The overall system consists of infrared sensor as presence of item stored, LEDs indicator, warehouse model with compartments and stepper motors act as actuator to pick and place the item. This project aims to automate the storage and retrieval system with the assist of monitoring system for accurate tracking of inventory and space savings. The use of Programmable Logic Controller (PLC) in this project is a good representation of integrated automation technology in automated storage system design. Furthermore, monitoring system connected to a web-based system will be used to remotely monitor and operate the facility. Implementing an Automated Storage and Retrieval System (ASRS) in the warehouse can address these challenges by automating the storage, retrieval, and tracking of inventory.

The Influence of Service Quality and Employee Performance on Customer Satisfaction in the Maja Langu Savings and Loan Cooperative, Denpasar

Purpose:In the competitive business world, customer satisfaction is the main focus for companies. It is not just a goal but also the key to attracting and retaining consumers. This study investigates the influence of service quality and employee performance on customer satisfaction at the Maja Langu Savings and Loans Cooperative, Denpasar.Methodology:64 respondents were successfully obtained by applying the purposive random sampling method and considered representative of the overall sample. Data analysis was carried out using multiple linear regression after undergoing instrument and classical assumption tests. The approach used is quantitative, with a questionnaire as the data collection instrument.Findings:The research results show that service quality and employee performance positively and significantly impact customer satisfaction at KSP Maja Langu, Denpasar. These two factors individually have a positive and significant influence on customer satisfactionImplication:These findings have important implications for the management and employees of KSP Maja Langu in maintaining and increasing customer satisfaction. Improving service quality and employee performance will help increase customer satisfaction at the Maja Langu Denpasar Savings and Loans Cooperative.

Optimization of Gold Pawn Product Advantages to Increase Customer Base

The objective of this study is to examine the main characteristics that impact customer satisfaction with pawn products at BPRS Bhakti Sumekar, with a specific focus on its Waru Branch. Data for this study were gathered using a qualitative descriptive approach, through interviews conducted with the management, employees, and customers of BPRS Bhakti Sumekar's Waru Branch. In addition, supplementary data were acquired from papers, journals, and internal records of the bank. The research aims to maximize the benefits of gold pawn products in order to broaden the consumer base. BPRS Bhakti Sumekar, previously named BPR Bhakti Sumekar, is a Regional-Owned Enterprise (BUMD) located in Sumenep Regency. It was founded on September 16, 2002, first as a limited liability company (PT) before converting to a BUMD status. BPRS Bhakti Sumekar has a notable presence in the local financial sector with two Cash Offices and 28 Branch Offices, one of which is the Waru Branch.

The Role of Brand Equity, Brand Authenticity, Brand Trust to Increase Customer Satisfaction

brand experience, brand authenticity, brand equity, brand trust, and customer satisfaction in Generation Y and Z shoe footwear. This study uses a quantitative approach method using a purposive sampling technique, resulting in 177 samples supported by structural Equation Modeling (SEM) and analyzed through AMOS Graphics 24 software. The results of the analysis show that brand authenticity has a significant negative effect on customer satisfaction. Brand experience on brand authenticity has a significant positive impact. Brand experience and relationships have a significant positive effect on customer satisfaction. The relationship between brand experience has a significant positive effect on brand equity. The impact of brand authenticity on brand trust has a significant positive effect. The relationship between brand authenticity and customer satisfaction directly impacts customer satisfaction because it has a significant negative effect, meaning that brand authenticity can have a positive and negative impact based on customer satisfaction.

Unveiling Key Drivers to Enhance Global Customer Satisfaction

This quantitative study investigates the influence of service quality, price, and brand image on customer satisfaction at PT. Pos Indonesia Sultan Agung Magersari Sidoarjo. Using a sample of 85 respondents and multiple linear regression analysis, the research finds significant positive effects of service quality, price, and brand image on customer satisfaction. Specifically, reliability and responsiveness significantly impact service quality, competitor price significantly influences price, and uniqueness significantly affects brand image. The study underscores the importance of maintaining high service quality standards, competitive pricing strategies, and distinctive brand images to enhance customer satisfaction in the postal service industry. The findings offer practical implications for PT. Pos Indonesia, suggesting the prioritization of reliability and responsiveness in service delivery, competitive pricing strategies, and leveraging unique brand attributes for market differentiation. Future research directions include exploring additional variables and employing qualitative methods to deepen understanding and optimize customer satisfaction strategies. Highlight: Study: Service, price, brand influence postal customer satisfaction significantly. Regression: Reliability, responsiveness, competitor price, uniqueness impact customer satisfaction. Practical: Maintain reliability, competitive pricing, leverage uniqueness for customer satisfaction. Keywoed: Customer satisfaction, Service quality, Price, Brand image, Postal services

ANALISIS KEPUASAN PELANGGAN MELALUI KUALITAS PRODUK DAN BAURAN PEMASARAN AMARTA LOUNGE DI HOTEL SANTIKA PREMIERE SEMARANG

The objective of this investigation is to assess and scrutinize the manner in which consumers comprehend the caliber of the commodities they acquire, as well as the impact exerted by the marketing mix, comprising elements like product, price, place, promotion, people, physical evidence, and process, on the degree of customer contentment.This study was conducted at Amarta Lounge in Hotel Santika Premiere Semarang with the aim of evaluating and explaining the influence of service quality and marketing mix on customer satisfaction. Amarta Lounge in Hotel Santika Premiere Semarang has poor service quality and marketing mix, which negatively impacts customer satisfaction. Research data were collected through questionnaires, involving 96 respondents. The results of the study are expected to assist both management and customers. Service quality and marketing mix have a significant influence on customer satisfaction. Multiple regression analysis results show the influence of independent variables on the dependent variable, hypothesis testing, and validity and reliability tests. Quantitative analysis using multiple regression analysis was employed to determine the influence of independent variables on the dependent variable. This indicates that a good marketing mix and service quality are necessary to enhance customer satisfaction

Optimizing Last-Mile Delivery: A Case Study Analysis of the Dark Store Model

Abstract: The last-mile delivery has emerged as a critical challenge in the e-commerce industry, impacting customer satisfaction and operational efficiency. The dark store model has gained traction as a solution to address these challenges by enabling faster order fulfillment and minimizing delivery times. This research paper presents a comprehensive analysis of the dark store model, its implementation, and its impact on last-mile delivery. Through a series of case studies and empirical research, this paper examines the key features, operational strategies, and performance outcomes associated with dark stores. Furthermore, it explores the implications of the dark store model for e-commerce businesses, logistics providers, and urban infrastructure. The findings of this study provide valuable insights for companies seeking to optimize their last-mile delivery operations and enhance customer experience in the digital age

The research of the influence of hotel service quality on the customer satisfaction level in the post-COVID period

Restoring the country’s hotel sector after COVID-19 requires comprehensive efforts, including service quality that impacts customer satisfaction and loyalty. Undoubtedly, measures were taken timely to maintain and restore the quality level. Nevertheless, this is a challenge for the sector with its consequences. Additionally, the current situation and the complexity of the new global economic relations have increased that impact. The combination of these consequences has the most significant burden on the personnel and managers of the hospitality industry. After quarantine restrictions, consumers crave vivid emotions, traveling, high-quality services, and good-natured and competent attitudes toward them. The level of satisfaction largely depends on service quality provided from registration to departure. The post-COVID period is poorly studied, the recovery process is proceeding quite quickly, requires new approaches and effective solutions, especially in light of the satisfaction of the contemporary guests’ needs and the latter are changing. The problem of the study is to determine the level of consumers’ satisfaction with hotel services after the lifting of restrictions, and, as it is known a satisfied guest leaves more money in the tourism industry, which gives a positive impetus to the tourism development in the country, region, and district. The discussion included the following research methods: a literature review and a survey of consumers who traveled and lived in hotel enterprises among 181 respondents. Using the analysis results, practical recommendations were formulated for hotel managers and staff, which would ensure sustainability and valuable solutions for implementation. The scientific study offers an empirical contribution based on the consumers’ opinions regarding hospitality enterprises.

THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIPS MANAGEMENT ON CUSTOMER LOYALTY IN INDONESIA'S E-COMMERCE

Purpose: The aim of this study is to determine whether social customer relationship management through social media marketing improves customer engagement and if it can support customer loyalty and retention. Theoretical Framework: Customer loyalty and retention are influenced by factors such as customer engagement and satisfaction through social customer relationship management. However, it is known that each generation such as generation X, Y and Z has different behavioral traits and views on the digital era on how they affect the current business industry. Therefore, the researchers decided to conduct further research on customer engagement influences customer satisfaction, customer loyalty and retention, and whether generational cohorts operate as a moderating element between SCRM to CL (Customer Loyalty) and CR (Customer Retention). Methodology: The method used in this study is the survey and sampling methods used in this study with a purposive sampling technique. Samples were collected as many as 207 participants were surveyed using Google Docs, who are strictly Gen X, Gen Y, and Gen Z, currently living in Jakarta, Bogor, Depok, Tangerang, Bekasi, and using e-commerce platforms. Findings: Data analysis in this study used path analysis. The data processing method uses PLS­SEM. The impact of social CRM on customer loyalty in Indonesia's e-commerce industry is that social CRM positively influences customer loyalty. The study found that social customer relationship management (CRM) is an effective way to increase customer satisfaction and encourage loyal online purchases. It significantly impacts customer satisfaction, leading to increased loyalty and profitability. Research, Practical & Social Implication: The research on the impact of social CRM on customer loyalty in Indonesia's e-commerce industry provides valuable insights and practical implications for businesses looking to enhance customer loyalty and succeed in the e-commerce market.