Impact Of Customer Satisfaction Research Articles

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.

Influence of Service Quality, Price, and Location on Customer Satisfaction: A Case Study of Snackdaily, a Garut Specialty Food in Medan

This study examines the level of customer satisfaction and the influencing factors within the context of customer choices regarding Snackkdaily, a revitalized traditional Garut dish in Medan. Utilizing a quantitative research method, data was collected from 96 respondents through sampling procedures and questionnaires. Multiple regression analysis was employed to analyze the data. The findings indicate that location, price, and service quality significantly influence customer satisfaction levels towards Snackkdaily in Medan. Additionally, aspects related to service quality and price factors also impact customer satisfaction. Specific location characteristics also play a role in enhancing customer satisfaction towards Snackkdaily as a rebranded Garut specialty food in Medan. This research holds practical urgency for business stakeholders and decision-makers. By understanding consumer preferences and needs, food business owners such as Snackkdaily can enhance their marketing strategies, services, and locations to maintain and improve customer satisfaction. Moreover, this study offers valuable insights for the local business community in identifying untapped market opportunities and enhancing the competitiveness of local products. Thus, this research not only contributes to improving service quality and customer satisfaction but also has the potential to drive economic growth and business development in Medan and its surrounding areas.

Celebrity Support and Service Quality on Customer Satisfaction Mediated by Brand Image of Tokopedia Users

Tokopedia, currently ranked second, trails behind Shopee, indicating the need for enhanced performance to secure the top spot. This study delves into understanding consumer behavior and the factors shaping customer satisfaction in the e-commerce landscape, with a specific focus on Tokopedia. With Indonesia witnessing a surge in e-commerce activity amidst technological advancements and fierce market competition, the research explores the impact of celebrity endorsements, service quality, and brand image on customer satisfaction. Through quantitative analysis, involving 160 participants, the study reveals that celebrity endorsements and service quality significantly influence brand image positively. However, while celebrity endorsements and service quality do not directly impact customer satisfaction, brand image emerges as a key mediator, positively affecting customer satisfaction. Thus, the findings underscore the pivotal role of brand image in shaping customer perceptions and satisfaction levels, indicating avenues for Tokopedia to enhance its performance and competitiveness in the e-commerce landscape.

The Influence of Service Quality and Brand Image on Customer Satisfaction Through Purchase Decision as an Intervening Variable at Mansyur Residence Medan

The aim of this research is to assess how service quality and image impact customer satisfaction, with purchase satisfaction serving as an intermediary factor, specifically within Mansyur Residence Medan. The study encompasses a population of 180 individuals, with a sample size determined using a simple random sampling technique, amounting to 124 participants. Data collection is facilitated through a questionnaire focusing on service quality, image, customer satisfaction, and purchase decisions. Data analysis adopts the Partial Least Square (PLS) approach via SmartPLS software. Findings reveal that service quality, image, and purchase decisions significantly and positively influence customer satisfaction. Furthermore, through specific indirect effects, it is evident that service quality positively and significantly affects customer satisfaction via purchase decisions, while image similarly exerts a positive and significant impact on customer satisfaction through purchase decisions. The combined influence of service quality and image on the Customer Satisfaction variable accounts for 76.3%, with the remainder influenced by variables beyond the scope of this study. Similarly, the contribution of the purchase decision variable influenced by service quality and brand image amounts to 79%, with external variables accounting for the remaining influence.

SYSTEMATIC LITERATURE REVIEW CUSTOMER SATISFACTION WITH ONLINE TRANSPORTATION SERVICES

Transportation service providers are leveraging advancements in information technology to enhance their online transportation businesses. To stay competitive with other online transportation service providers, these businesses are constantly striving to elevate customer satisfaction. Presently, there is a wealth of research focused on identifying the factors that impact customer satisfaction. Therefore, there is a need for a comprehensive review of journal papers that delve into customer satisfaction in the context of online transportation. This research employs a Systematic Literature Review (SLR) methodology and focuses on journal papers published between 2018 and 2023. The study is guided by three research questions (RQs). The ultimate findings of this research shed light on the most extensively studied applications, which are Go-Jek and Grab. Data collection methods predominantly involve the use of questionnaires, with up to 100 respondents participating. The research highlights that the key driver of customer satisfaction is the quality of service. The insights derived from this study are expected to provide valuable information for operators in the online transportation industry. It is anticipated that this knowledge will encourage these businesses to continually enhance the quality of their services, ultimately leading to increased customer satisfaction and repeated utilization of their services.

Uncovering the Heartbeat of Public Transport in Klang Valley—Is Your Journey Satisfying?

This paper explores the essential elements of public transport service quality to enhance commuter preferences in Klang Valley, Malaysia. It specifically investigates reliability, assurance, tangible aspects, and responsiveness as key dimensions impacting customer satisfaction while riding on public transport among the urban residents in the Kuala Lumpur urban area. The study's main aim is to examine relationships among these dimensions and their overall influence on customer satisfaction using quantitative methods, with multiple linear regression analysis and convenience sampling used. The research seeks to capture a representative sample size to provide insights for targeted improvements in the overall public transport system.

Factors that Affect the Level of Customer Satisfaction and Repurchase Intention on Tokopedia

This study investigates the roles of various factors such as Customer Service, Shipping, Tracking, Returns, Sales Promotion, Customer Satisfaction, and Repurchase Intention within the Tokopedia E-Commerce application. Data collection took place over a week, from July 13 to July 20, 2023, with a sample size of 144 respondents. The research employed a descriptive research design and gathered empirical data through online surveys. Structural Equation Modeling was utilized to analyze the data and test several hypotheses. Findings indicate that Customer Service and Tracking do not significantly impact Customer Satisfaction, whereas Shipping, Returns, and Sales Promotion positively influence Customer Satisfaction. Additionally, Customer Satisfaction positively affects Repurchase Intention. The managerial implication suggests that optimizing Customer Service and Tracking could enhance Repurchase Intention. Future research may explore different samples and incorporate additional variables.

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.