Impact Of Customer Satisfaction Research Articles

Technology Characteristics for Sustainable Service Development in Intelligent Elderly Care Services

Although the development of intelligent elderly care services is a critical challenge in an aging society, the role and impact of technology characteristics on customer satisfaction and the development of sustainable intelligent elderly care services remain unclear. This study examines how technological characteristics affect customer satisfaction and the development of sustainable intelligent elderly care services through an empirical study. The representative technology characteristics in intelligent elderly care services are defined with seven independent factors, including responsiveness, interactivity, technology readiness, customization, empathy, convenience, and security, and perceived value is adopted as a mediating factor, to analyze relationships with customer satisfaction. A total of 297 sets of data were collected from experienced consumers in the Chinese market, where intelligent elderly care services are broadly used. Exploratory factor analysis, multiple regression analysis, and mediation analysis were employed for statistical analyses. The findings showed that technology characteristics significantly impact customer satisfaction in intelligent elderly care services. The perceived value plays a meaningful mediating role in these relationships. This paper provides a valuable model for evaluating technology characteristics in intelligent elderly care services, taking a meaningful step toward developing relevant advanced services.

The effect of customer relationship management on customer satisfaction performance in the hotel industry in Jordan

Despite extensive research and practice in the topic of customer relationship management (CRM), the hotel industry still lacks clarity on the effect of CRM on customer satisfaction performance. Thus, the study aims to investigate the effect of CRM through different dimensions (key customer focus, CRM organization, knowledge management, and CRM-based technology) on customer satisfaction performance in Jordanian hotels. A quantitative research approach through questionnaire adopted from relevant literature was used for data collection. The study participants were managers of Jordanian different star hotels. A total of 101 managers were involved in this study, and different key statistical analyses were applied to achieve its purpose using SPSS, regression and correlation analysis after validating the study measures and scale. The results showed that all dimensions of CRM have a positive and significant effect on Jordanian hotels’ customer performance and key customer focus has the greatest effect on customer satisfaction out of four CRM dimensions that were examined, followed by CRM organization and knowledge management. Although the technology of CRM considerably impacts customer satisfaction, this impact is very slight. Therefore, the results suggested that the hotel managers should pay attention to their internal resources such as top management support and employee involvement and assess the impact of CRM implementation of customer-orientation culture to improve their performance and consequently establish a competitive advantage.

FACTORS INFLUENCING CUSTOMER SATISFACTION AND REPURCHASE INTENTION OF ONLINE FOOD DELIVERY SERVICE IN CAMBODIA

Purpose – The focus of this research is to identify and analyze the key factors that influence repurchase intention of online food delivery services in Cambodia. It aims to understand how aspects such as performance expectancy, effort expectancy, social influence, facilitating condition, hedonic motivation, price value, habit, and trust, impact consumers' satisfaction to continue using these services.Methodology – A quantitative method was employed using a purposive sampling survey, involving 400 respondents in Phnom Penh with prior experience using online food delivery services. Data were collected through a Google Form and analyzed using multiple regression to test the proposed model.Results – The study revealed that performance expectancy, effort expectancy, and trust positively influence customer satisfaction (CS), with standardized regression weights of B = 0.194, B = 0.409, and B = 0.079, respectively. Among these factors, effort expectancy has the greatest impact on CS. Conversely, price value negatively affects CS, with a coefficient of B = -0.072. However, social influence, facilitating conditions, hedonic motivation, and habit do not positively impact customer satisfaction (CS) because their p-values exceeded 0.05. Lastly, customer satisfaction has a positive and significant effect on repurchase intention, with a coefficient of B = 0.635.Implications – Enhancing performance expectancy, trust, and the ease of the ordering process while addressing pricing perceptions is crucial for improving customer satisfaction and driving repurchase intentions in online food delivery services in Cambodia.Originality/Value – This study provides valuable insights for anyone seeking a comprehensive understanding of the food delivery service landscape on online platforms in Cambodia. In particular, the app developers, restaurants, and food providers can consider partnering with promising and quality-oriented online food delivery services to enhance their business prospects.

Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan di PT Bretonia

Customer satisfaction is a crucial factor in the service industry, including PT Bretonia Marble, which faces challenges in maintaining service quality standards amidst global competition. This study aims to measure the impact of service quality on customer satisfaction at PT Bretonia Marble. The research method used is quantitative with a correlational approach. Primary data was obtained through questionnaires distributed to a sample of the company's customers, while secondary data came from the company's sales reports. The independent variable in this study is service quality, and the dependent variable is customer satisfaction. Data processing was conducted using regression analysis to determine the relationship between these variables. The research results show that service quality has a significant influence on customer satisfaction, with an Adjusted R Square value of 0.645. This indicates that 64.5% of the variation in customer satisfaction can be explained by service quality, while the remaining portion is influenced by other factors such as price and product reputation. The T-test demonstrates that service quality positively impacts customer satisfaction with a significance value of 0.000. In conclusion, improving service quality at PT Bretonia Marble significantly contributes to customer satisfaction. Therefore, the company is advised to continuously enhance various service dimensions, such as reliability, empathy, and responsiveness, to maintain customer loyalty and improve market competitiveness. The study also recommends optimizing service processes and employee training to strengthen customer relationships and ensure business sustainability.

The effect of e-service quality on customer satisfaction with repurchase intention as a moderating variable in the Soco by Sociolla application

This study investigates the influence of e-service quality on customer satisfaction with repurchase intention as a moderating variable, focusing on the SOCO by Sociolla app. Using a quantitative approach and a sample of 400 respondents, this research applies Partial Least Squares (PLS) analysis to assess the relationships among e-service quality, customer satisfaction, and repurchase intention. The results reveal that e-service quality significantly impacts customer satisfaction, indicating that higher service quality fosters customer contentment in digital shopping experiences. Additionally, repurchase intention slightly moderates this relationship, suggesting that consumers' likelihood to repurchase may influence their satisfaction levels derived from service quality. These findings highlight the need for e-commerce platforms, particularly in the beauty industry, to optimize e-service quality to boost satisfaction and repurchase rates. This research contributes to understanding digital consumer behavior and offers practical insights for enhancing service quality in online retail.

Enhancing Consumer Loyalty and Market Competitiveness: Approaching IPA-QFD in Product Development

This paper provides an overview of AA.co.Store, is a fashion business founded in 2021. Despite being in the development stage, AA.co.Store can compete with other local brands in Sidoarjo. To maintain and attract more consumers, the company focuses on improving product quality. The success of a business is measured by the number of products produced and their competitiveness in the market. Product development is crucial to increase competitiveness and attract future consumers. The quality of the product and promotional activities significantly impact customer satisfaction. Pricing and distribution also influence purchasing decisions. To compete with competitors, AA.co.Store needs a comprehensive strategy. Research suggests that product quality, price, customer satisfaction, and brand image affect consumer loyalty and satisfaction. The purpose of this research is to improve AA.co.Store's product development using an IPA-QFD-based marketing mix aligned that very important for Development Goals (SDGs) of the store to compete with other local brands in Sidoarjo. The results of this study were AA.co.Store service quality, it can be concluded that Customer satisfaction with AA.co.Store services is fulfilled, which is indicated by the results of the questionnaire using the SERVQUAL method which does not show a negative value for the AA.co.Store brand when compared to other brands. There are three service quality attributes that need to be prioritised for improvement at AA.co.Store, namely the price of t-shirts that are more competitive than other brands, the condition of the parking lot, and cleanliness. There are several steps that can be taken to improve service quality based on technical needs, including: a.) changing the organisational strategy on company performance, especially in the operational section, b.) increasing the stock of materials to meet the number of orders, c.) providing training and development on existing SOPs, and d.) repairing and maintaining existing equipment in the company.

The Influence of E-Commerce Innovation and E-Services Quality on Customer loyalty with Customer Satisfaction as Mediator in Gen-Z

This study investigates the influence of e-commerce innovation and e-service quality on customer satisfaction and loyalty among Gen-Z students in Surabaya. Utilizing a non-probability sampling technique and the Lameshow formula, data were gathered via a structured questionnaire from 384 active students aged 20-25 years. Multiple linear regression analysis, conducted with the PLS program, revealed that all variables met the validity (AVE > 0.05) and reliability (Cronbach's alpha > 0.7) criteria. The hypothesis tests indicated that e-commerce innovation does not significantly affect customer loyalty (P-value 0.976 > 0.05), whereas e-service quality does (P-value 0.000 < 0.05). Both e- commerce innovation and e-service quality significantly impact customer satisfaction (P-value 0.000 < 0.05), which, in turn, significantly influences customer loyalty (P-value 0.000 < 0.05). Additionally, the study found that e- commerce innovation and e-service quality significantly affect customer loyalty when mediated by customer satisfaction (P-value 0.000 < 0.05).

Service center in electricity distribution sector with variable peak electricity time: A two-stage queuing model approach with nested simulation

Customer service is essential for any business, significantly impacting customer satisfaction, brand reputation, and reducing associated costs. In the electricity industry, this importance is heightened due to the critical nature of electricity in daily life and growing usage rate of new technologies. Effective customer service in electric distribution companies involves handling a wide range of inquiries, from billing issues to technical support, requiring both remote and on-site assistance. The variability in customer calls, influenced by factors such as peak electricity hours, and different service and customer types, presents unique challenges in designing efficient service centers. This research develops a tailored model for the service center operations of a power distribution company, focusing on optimal staffing levels within budget constraints. A two-stage queuing model is proposed to address the needs of residential and non-residential customers. The study employs nested simulation techniques to account for variability in customer arrival times and peak hours. Key performance indicators (KPIs) are used to evaluate the effectiveness of staffing policies, considering both quantitative and qualitative costs. The study integrates stochastic optimization and ranking and selection methods to identify the best staffing configurations. The findings offer actionable insights for improving customer service efficiency and operational effectiveness in electricity customer service centers.

Customer journey mapping framework for SMES: Enhancing customer satisfaction and business growth

Customer journey mapping (CJM) is an essential tool for small and medium-sized enterprises (SMEs) to understand and optimize their interactions with customers, thereby driving satisfaction and business growth. This review outlines a customer journey mapping framework designed specifically for SMEs, aiming to enhance customer experiences through a structured approach to identifying key touchpoints, pain points, and opportunities for improvement across the customer lifecycle. The proposed framework involves systematically mapping out every stage of the customer journey, from initial awareness to post-purchase interactions, highlighting moments that significantly impact customer satisfaction. By leveraging customer data, feedback, and analytics, SMEs can gain valuable insights into customer behavior, motivations, and preferences. This framework emphasizes the importance of personalization, using data to tailor the customer experience and foster deeper connections. Additionally, the framework integrates feedback loops, allowing SMEs to continuously gather and analyze real-time customer data. This iterative process helps businesses to proactively identify emerging trends, address customer concerns, and adapt to evolving market demands. By aligning customer needs with business objectives, SMEs can create more targeted marketing campaigns, improve product or service offerings, and enhance customer retention strategies. The implementation of this customer journey mapping framework can lead to several key benefits for SMEs, including improved customer satisfaction, increased brand loyalty, and greater operational efficiency. It also enables SMEs to compete more effectively in their markets by delivering personalized and seamless customer experiences. The framework supports scalability, allowing SMEs to refine their customer engagement strategies as their businesses grow. In conclusion, the customer journey mapping framework serves as a critical tool for SMEs looking to enhance customer satisfaction and drive sustainable business growth. By focusing on data-driven insights and continuous improvement, SMEs can deliver more value to customers, strengthen brand loyalty, and achieve long-term success.

Do You Like Online Shopping? A Case Study Courier Service Quality and Customer Satisfaction Between Malaysia, Indonesia, and India

The surge in online shopping has led to a growing demand for courier services, making it crucial to understand how service quality impacts customer satisfaction. This study aims to evaluate the effect of five key service quality dimensions—tangibility, reliability, responsiveness, assurance, and empathy—on customer satisfaction in the courier industry across Malaysia, India, and Indonesia. An online survey was conducted with 150 respondents from Universiti Sains Malaysia (USM), Universitas Brawijaya, Indonesia, CMS Business School, India, and IMS Engineering School, India. Regression analysis revealed that only empathy had a significant positive relationship with customer satisfaction, while tangibility, reliability, responsiveness, and assurance did not show significant impacts. These findings suggest that courier companies should focus on improving empathy in their customer service interactions to enhance satisfaction. Understanding and addressing customer needs through personalized service can lead to higher satisfaction and loyalty. This study contributes to the literature on service quality in the courier industry, particularly in the context of online shopping across multiple countries

The Impact of Employee Satisfaction on Firm Profitability: A Focus on Employee Performance and Customer Satisfaction

This thesis endeavors to conduct a comprehensive analysis of the correlation between employee satisfaction, employee performance, customer satisfaction, and firm profitability. In a contemporary business landscape where employee satisfaction is increasingly acknowledged as a pivotal determinant of organizational success, this study aims to elucidate the intricate dynamics governing this relationship. By meticulously scrutinizing existing research and empirical evidence, this research aims to shed light on how employee satisfaction influences employee performance, subsequently impacting customer satisfaction, and ultimately, firm profitability. In the swiftly evolving modern business milieu, grasping the profound implications of employee satisfaction has become an imperative for achieving sustainable growth. This investigation narrows its focus to dissect the intricate web of interactions that either propel or hinder an organization's journey towards profitability. Through a meticulous analysis of empirical data and scholarly discourse, this study underscores the pivotal role of employee satisfaction in shaping workforce influencing customer perceptions, and, consequently, augmenting a company's financial well-being. As we navigate this exploration, it becomes increasingly evident that employee satisfaction constitutes a cornerstone of organizational prosperity.

Exploring the Impact of E-WOM Information via Social Media on Customer Purchasing Decision: A Mediating Role of Customer Satisfaction

The study investigates the impact of E-WOM information on purchasing decisions, using customer satisfaction as a mediator. It examines E-WOM information as independent variables, such as quality, quantity, and credibility, and as dependent variables, such as consumer satisfaction and purchasing decisions, with customer satisfaction serving as a mediator to investigate the relationship between E-WOM information and purchasing decisions. A questionnaire was issued to 307 social media-active clients, and the hypotheses were tested using quantitative methods. Data analysis comprised descriptive statistics, Cronbach's alpha, skewness and kurtosis, and Pearson correlation coefficient, as well as a fit model for measuring questionnaire reliability and validity, regression for sub-hypotheses, and a path model for evaluating main hypotheses. The findings revealed that all three dimensions of E-WOM information had a positive impact on customer satisfaction and purchase decisions, both individually and jointly. Customer satisfaction has a positive influence on purchasing decisions. Furthermore, E-WOM information has been shown to positively impact purchasing decisions via consumer satisfaction. The study suggests that organizations should understand the dimensions that impact customer satisfaction and purchasing decisions in order to fulfill their goals, remain ahead of the competition, and obtain a competitive advantage. Proper tracking of social media reviews, comments, and recommendations may help organizations deliver answers, increase customer satisfaction, and aid in making purchasing decisions

The Effect of Robot Anthropomorphism on Customers' Attention Activation and Satisfaction

ABSTRACTPrior research has predominantly focused on how interacting with anthropomorphic robots might affect customers' psychological processes and behaviors, wherein this stream of research has presented some inconsistent findings regarding its effectiveness in the service context. This research aims at taking a novel angle by illuminating on the arousal‐based reaction among customers, and their subsequent satisfaction. Grounded in selective attention theory, this research develops a model in which robot anthropomorphism activates customers' attention, which in turn cultivates heightened customer satisfaction. Findings across an eye‐tracking experiment (Study 1), a field survey study (Study 2), and a scenario‐based experiment (Study 3) converge to provide support to the hypotheses. The results of our mixed‐method approach shed new light on how robot anthropomorphism might impact customer satisfaction. Importantly, this study contributes to the research of service robot in the consumer psychology literature by disentangling an attention (arousal)‐based mechanism through which robot anthropomorphism might induce positive customer outcomes. Meanwhile, it simultaneously offers timely and crucial managerial implications for practitioners to better understand the underlying arousal‐based influences of digitalizing the service delivery among customers. This research ends with a discussion pertaining to its theoretical and practical implications.

Exploring the impact of logistics service quality on customer satisfaction, trust and loyalty in bus transport

PurposeDeveloping an optimal strategy for maintaining quality customer relationships in the logistics industry is critical for achieving long-term benefits. This study aims to examine the relationship between logistics service quality (LSQ), customer satisfaction, trust, and behavioral loyalty in the context of Khon-Kaen Bus Terminal 3 in Thailand. The purpose is to understand how service quality influences customer trust and loyalty in the context of bus transport.Design/methodology/approachFace-to-face questionnaires were administered to 338 experienced bus transport users at Khon-Kaen Terminal 3. A quantitative approach was utilized, employing partial least squares structural equation modeling to analyze the relationships between logistics operations, after-sales service quality, customer satisfaction, trust and loyalty.FindingsThe results reveal that both logistics operations service quality and after-sales service quality positively impact customer satisfaction and trust. Trust, in turn, significantly influences customer loyalty, and it is enhanced when customers receive satisfactory services. The study demonstrates that customer loyalty is strengthened by building trust and providing a high-quality logistics service, confirming the significant relationship between LSQ and loyalty.Research limitations/implicationsWhile this study acknowledges the challenge posed by Khon-Kaen Terminal 3’s strong monopoly, it also recognizes that users may have limited alternatives. Consequently, the research highlights the difficulty in accurately measuring customer loyalty.Originality/valueThis study contributes to the literature by examining LSQ in a Thai context, offering new perspectives on customer loyalty in the bus transport sector. It provides practical recommendations for improving customer relationships and gaining a competitive advantage in the logistics industry.

ENHANCING CUSTOMER SATISFACTION FOR WINTERHALTER DISHWASHERS

This study investigates the influence of product quality, after-sales service quality, and price perception on brand trust, mediated by customer satisfaction. Data was collected from 285 Winterhalter dishwasher customers using a purposive sampling method and a Likert scale questionnaire from December 2023 to February 2024. Employing Structural Equation Modeling (SEM) via SmartPLS, the analysis reveals that product quality, after-sales service quality, and price perception significantly impact customer satisfaction and brand trust, both directly and indirectly through customer satisfaction. High product quality enhances customer satisfaction and brand trust, while reliable after-sales service contributes positively to both. Competitive price perceptions that align with product value also boost satisfaction and trust. Managerially, businesses should prioritize continuous product innovation, robust after-sales services, and strategic price management to improve perceived value. These strategies are essential for achieving higher customer satisfaction and building strong brand trust, ultimately supporting sustainable growth and increased market share

Customer Relationship Management in the Hospitality Industry: An Empirical Study of Hotels in Agra

industry, significantly impacting customer satisfaction, loyalty, and business performance. This study aims to explore the implementation and effectiveness of CRM practices in the hotel sector of Agra, a prime tourist destination. Through empirical research, it investigates how hotels manage customer relationships to enhance repeat patronage and foster long-term relationships. The research utilizes quantitative and qualitative methodologies to assess the role of CRM systems in improving guest satisfaction and retention. The findings suggest that well-executed CRM strategies contribute to the growth of customer loyalty, brand reputation, and overall operational success in the hospitality industry

Assessing Customer Satisfaction towards Electric Vehicle in Mysore Using the KANO Model

The study is entrenched in the recognition that the automotive industry is undergoing a significant transformation, with EVs emerging as a vital solution to reduce carbon emissions and foster sustainable transportation. Understanding customer satisfaction in this context is crucial for manufacturers and policymakers to support the broader adoption of EVs. The research problem is centered on the limited understanding of how specific EV features impact customer satisfaction, particularly in emerging markets like Mysore. This gap in knowledge poses a challenge for manufacturers aiming to align their products with customer expectations and for policymakers promoting sustainable transportation. The study addresses this by applying the Kano Model, a framework that categorizes product attributes into different needs—basic, performance, excitement, indifferent, and reverse—based on their impact on customer satisfaction. The research methodology involves a descriptive study based on a survey of 150 respondents from Mysore. The data were collected through primary and secondary sources adopting a convenient sampling method. The analysis for the study is done by simple percentage method. The results shows that the majority of respondents are young, educated, and earn less than Rs. 50,000 per month, indicating that EV adoption is not limited to higher-income individuals. There is a strong preference for two-wheeled EVs, with most respondents having used their EVs for less than a year, reflecting a growing interest in the market. The Kano Model analysis shows varying levels of satisfaction across different EV attributes. For instance, respondents expressed high satisfaction with the reliability, safety features, and battery life of their EVs, but there were concerns about the availability of charging stations and the maintenance costs. The study also identifies performance attributes, such as EV range and cost savings on fuel, as significant factors driving customer satisfaction. Excitement needs, including advanced technology features and the design of EVs, also play a crucial role in enhancing customer satisfaction. However, certain indifferent needs, such as the color options and brand of the EV, were found to have minimal impact on customer satisfaction.

Satisfaction and green finance continuance behaviour at Ho Chi Minh City commercial bank

Customers are displaying heightened awareness and involvement in their banking arrangements, and they are actively assessing and remembering information to make informed decisions regarding the allocation of their financial resources towards environmental protection solutions such as clean energy, sustainable construction, climate change control and social protection. Based on the current theoretical gap of factors influencing customer satisfaction and thereby encouraging continued engagement in green finance initiatives, this study aims to identify the factors influencing customer satisfaction as a means of fostering greater participation in green finance amongst customers of commercial banks in Ho Chi Minh City. Using data from a survey of 479 individuals who are customers at commercial banks in Ho Chi Minh City, this study analyses and evaluates the impact of factors influencing customer satisfaction and the role of customer satisfaction in green finance continuance behaviour. Combining basic analysis techniques in quantitative research such as statistics, evaluation of Cronbach’s alpha reliability, exploratory factor analysis (EFA), measurement models and Partial Least Squares structural equation modelling (PLS-SEM) from SPSS and SMART PLS software. the results of this research indicate that: (1) Green Banking initiative (GB), Information Support (IS) and Emotional Support (ES) positively impact Customer Satisfaction (SA); (2) Customer Satisfaction (SA) positively impacts Green Finance Continuance Behaviour (GF).

Investigating the transformative effect of technological and service innovations on postal sector adaptability during the pandemic Disruption in India

Purpose: This study aims to investigate the inventive adjustments that have been made to provide uninterrupted delivery services by the postal sector amidst the COVID-19 pandemic. Design/methodology/approach: This is an empirical study on the primary data collected from 354 postal users who use the services during and after pandemic disruption. This study uses regression, partial least square structural modeling and correlation to find out the relationship between dependent and independent variables. Originality/Value: This paper presents an empirical study that examines the determinants of innovation impacting customer satisfaction among postal users in India during the pandemic disruption, addressing the dearth of previous empirical research on the adaptability of the postal system in this context. The results of our study can help the postal sector create more effective strategies for utilizing cutting-edge logistics technology, enabling them to change into delivery service providers that are innovation-driven. Findings: The postal sector incorporates both service and technological innovation. The study also includes the other two constructs of logistics efficiency and customer satisfaction. Both service and technological innovation have a significant impact on customer satisfaction; however, service innovation is found to be the reason behind the survivability of the postal sector during the pandemic disruptive environment. Logistics efficiency positively affects customer satisfaction. However, logistics efficiency partially mediates the relationship between innovation and customer satisfaction. Overall, postal customers' satisfaction improves when innovation and logistics efficiency are present. Theoretical/methodological Contributions: This study connects innovation with logistics efficiency and customer satisfaction in the context of Indian postal system and their adaptability during COVID-19 Social/management Contributions: The impact of innovation on logistical efficiency and consumer perception can be better understood with the help of this study. This can then be used to formulate or adjust strategies to boost the India Post’s revenues and productivity.

ANALISIS EFEKTIVITAS KUALITAS LAYANAN PADA BISNIS KONSULTAN (STUDI KASUS PT KELOLA AMANAH ARTHA)

Success is no longer solely determined by the product produced and offered, but by the quality of service provided. High-quality service has become a fundamental aspect that businesses must consider and deliver to customers meet expectations and create satisfaction. Therefor, Service quality is crucial because it directly impacts customer satisfaction, which can be readily shared. Satisfied customers will provide positive reviews and promote company by recommending its services to others. Researcher using qualitative descriptive method, collecting data through interviews to assess how effective the service quality provided by PT Kelola Amanah Artha is for its customers. Based on the results of the analysis, it can be concluded that only the assurance dimension can be said to need improvement because this dimension is dominated by customer responses which feel inadequate.