Increase Customer Satisfaction Research Articles

THE IMPORTANCE OF ROOT CAUSES IN SOLVING PROBLEMS IN THE AUTOMOTIVE INDUSTRY

A key element of any quality management system is continuous improvement and a systematic approach to managing non-conformances. The aim of this paper is to use selected statistical methods and quality control techniques to present a way in which an organisation can achieve quality improvement. The 8D methodology was used to solve the observed front grid problem on the bumper of a Porsche Cayenne using a structured eight-step Plan-Do-Check-Act (PDCA) approach to problem solving. As this was an important customer originating from Dubai, it was imperative to immediately start solving the issue that arose with the ACC grid on the front bumper, the problem identified was an existing cut-out in the radar grid. Using the 8D methodology and supporting tools such as the Ishikawa diagram or 5Why, the root cause of the problem was identified and permanent corrective actions were planned and implemented as recommended in the 8D report to reduce the likelihood of the problem recurring and increase customer satisfaction.

The Role of AI in Personalizing Insurance Policies

This article analyzes the transformative impact of artificial intelligence on the insurance industry through four key innovations. It examines how AI has enabled real-time risk assessment and dynamic pricing through personalized policy optimization, integrated terabytes of daily customer data for precise underwriting, implemented advanced analytics frameworks for enhanced fraud detection and customer segmentation, and automated operations for improved efficiency. The findings demonstrate that AI implementation has achieved an 82% improvement in risk prediction accuracy, reduced operational costs by 67%, and increased customer satisfaction by 76%. However, these technological advancements necessitate robust ethical governance frameworks, particularly in data privacy and algorithmic fairness. The research comprehensively analyzes AI's role in reshaping insurance operations while emphasizing the critical balance between technological innovation and ethical implementation. These insights offer valuable guidance for insurance providers pursuing digital transformation while maintaining regulatory compliance and customer trust.

Customer Satisfaction and Brand Loyalty in the Petrol Bike Market: A Study on Young Riders' Preferences and Expectations

Introduction: Satisfaction is a person's feelings of pleasure or disappointment resulting from a comparison of a product's perceived performance with expectations. As the definition indicates, satisfaction is a function of perceived performance and expectations. If the performance does not meet the customer's expectations, the customer is dissatisfied. If the performance exceeds expectations, the customer is very satisfied or happy. There has been a noticeable shift in the petrol bike market from a buyer's market to a seller's market, with plenty of choice. Players have to operate on various fronts such as pricing, technological product design, productivity, after-sales service, marketing and distribution. In the short term, the market shares of individual producers are sensitive to capacity, product acceptance, prices and competitive pressures from other producers. Methods: The research approach used is quantitative research approach in which each of the statements and questions have been provided with certain scores. The total of 123 respondents were taken to conduct the research. A structured questionnaire was designed based on five-point Likert scale. Findings: In terms of gender, the male population (89.4%) was greater than female population (10.6%). In accordance of age, the majority of people where from age group 18-25 (71.5%). According to the collected data (49.6%) of respondents ride their bike daily. Conclusion: According to the report, petrol bikes are most popular among young people, particularly from manufacturers such as Hero, Honda, Bajaj and KTM. Many users are satisfied with their bikes and would suggest them to others, but they believe they may be improved in terms of speed, fuel efficiency, noise, and lighting. Companies can increase customer satisfaction by enhancing these elements. Focusing on these improvements and marketing to young male riders may help these brands flourish.

Efektivitas E-ABK: Analisis Beban Kerja di Dinas Pendidikan Kota Surabaya

This research examines the effectiveness of E-ABK (Workload Analysis) in the Surabaya City Education Office. The aim of this research is: To find out how effective E-ABK is in the Surabaya City Education Office. The research method in this study uses a qualitative approach with descriptive research. This research wants to discuss the effectiveness of E-ABK (Workload Analysis) in the Surabaya City Education Office which consists of 5 indicators, namely Efficiency, Adequacy, Evenness, Responsiveness and Accuracy. This research uses primary data collection techniques in the form of observation, documentation and interviews, while secondary data uses the results of previous research with different loci. The research results show that the use of E-ABK (Workload Analysis) is in accordance with 5 indicators, namely Efficiency: Based on the data sources obtained, it is very supportive in assisting the process of filling in crew members. ASN employee resources that support the implementation of E-ABK can be said to be efficient if all ASN are able to understand the filling flow and complete it on time. ; Adequacy: The organization of regional apparatus in the Education Service has been carried out in accordance with the applicable mechanism, namely an analysis of workload on the organizational structure. The policy for structuring regional apparatus organizations in the Education Department has met the adequacy criteria. This can be seen from the fact that the organizational structuring policies implemented have met the needs of the city government organization itself. ; Alignment: By equalizing the workload, you can create a fairer and more equitable work environment where all employees can give their best. ; Responsiveness: Increasing responsiveness can increase efficiency, reduce waiting time, increase customer satisfaction, and increase employee morale. ; and Accuracy: The accuracy of the number of employees needed in the Surabaya City Education Department can be seen through the existing number which will later be determined and matched between the existing E-ABK and the existing number of employees currently. The implementation of E-ABK (Workload Analysis) for Employees at the Surabaya City Education Office has been going smoothly. Even though the infrastructure and human resources are available and sufficient, there are still some employees who still do not fully understand how to fill out E-ABK. To increase employee competency, regular outreach and training regarding the use of E-ABK is needed.

Pengaruh Kualitas Pelayanan, Harga Serta Lokasi pada Kepuasan Pelanggan: Studi Pada Lbb Ganesha Operation Kota Pacitan

This research focuses on efforts to increase customer satisfaction at tutoring institutions, especially at LBB Ganesha Operation Pacitan City. The focus is to analyze the impact of service quality, price, also location on student satisfaction. The research method used was a quantitative approach, with 80 LBB Ganesha Operation students in Pacitan City as the sample selected using a purposive sampling method. Analysis was done using multiple linear regression techniques with SPSS 22 for Windows. The test results show service quality influences 0.315, price -0.111, also location 0.444. The F test value shows these three variables jointly influence student satisfaction (F count 67.532 > F table 2.72, with a significance level of 0.000 < 0.05). The t-test shows service quality also location have a significant partial influence on customer satisfaction (t count 3.551 also 4.819 respectively > t table 1.990). In contrast, price does not have a significant partial influence (t count -1.812 < t table 1.990). The coefficient of determination shows 71.6% of the variation in customer satisfaction can be explained by service quality, price, also location, while the remaining 28.4% is influenced by other factors. It was concluded service quality also location had a positive also significant influence on student satisfaction at LBB Ganesha Operation Pacitan City, but the price did not have a significant influence.

Study on Fintech Adoption: Examining the Customer Innovativeness and Attitude Towards the Adoption of Fintech Services

Technology plays an important role in the area of finance and now it become common among people. but whatever the technological advancement in the field of finance, many people are there who don’t have access to formal financial institutions and many researchers found that this can be solved with the help of technology adoption. Here the study focused on the Fintech adoption among the people with the help of the variables Fintech adoption, perceived ease of use, perceived usefulness, user innovation and the attitude towards the financial technology. the researcher utilized both primary and secondary data. Then the samples were selected from Pattambi taluk of Palakkad district-Kerala, based on convenience sampling method and distributed the questionnaire among 300 respondents. then 250 samples were selected from 300 by considering the data accuracy. Then the researcher utilized descriptive statistics and t-test, correlation coefficient, and regression analysis to conclude then the factor analysis was also utilized to understand the relation between the observed variable and the latent constructs. The study discovered that perceived usefulness and perceived ease of use have a stronger correlation with Fintech adoption. then there is a positive correlation between the customer's perceived usefulness of Fintech adoption and their attitude towards it. To increase customer satisfaction, Fintech companies can develop their services based on the perceived usefulness, ease of use, and attitude of customers in particular segments

Condition-based maintenance for multi-component systems: A scalable optimization model with two thresholds

Many original equipment manufacturers (OEMs) provide customized after-sales service contracts tailored to their customers’ specific requirements. While these customized offerings may increase customer satisfaction and loyalty, they are likely more expensive, and that in times that OEMs are striving to reduce maintenance costs and ease the workload of their service engineers. To address this challenge, we introduce a quantitative methodology for shaping maintenance policies that minimize overall maintenance costs for systems comprising multiple heterogeneous components over a finite lifespan. Our proposed two-threshold condition-based maintenance policy incorporates scheduled visits and semi-urgent interventions, using component-level control thresholds to preventively trigger component replacements. Scheduled visits provide opportunities for grouping component replacements, capitalizing on positive economic dependencies.Our optimization model and solution methodology are tailored to systems consisting of numerous components. We assume a fixed time interval between consecutive scheduled visits, allowing us to employ a decomposition approach that ensures model scalability. The optimal policy for each component is determined by formulating a single-unit replacement model as a finite horizon Markov Decision Problem solved via dynamic programming. Simultaneously, at system level, we optimize the maintenance interval for the entire system using an iterative approach.The results of our case study highlight that complementing scheduled visits with semi-urgent interventions - both triggering preventive replacements - leads to a reduction in the volume of corrective maintenance. From a practical standpoint, our findings offer valuable insights for OEMs seeking to enhance their after-sales service contracts while concurrently reducing maintenance-related costs. Specifically, our model is particularly valuable for OEMs that service systems with high shutdown costs, rely heavily on customer satisfaction, and favor more attractive policies for their service engineers (i.e., reducing the number of emergency corrective interventions).

Level of Consumer Satisfaction Towards Brown Rice in Malang District: A Customer Satisfaction Index (CSI) Analysis

In general, the current demand for brown rice does not receive the same attention from the public as white rice. So, it is important to further understand consumer behavior related to consuming brown rice because this has an impact on consumer satisfaction and has an impact on the strategies formulated by producers. Thus, this study aims to assess the level of consumer satisfaction with brown rice and evaluate the performance and importance of certain attributes. The variables analyzed include product quality, price, and benefits. This study applied a quantitative approach with Accidental Sampling technique, involving 100 respondents who were analyzed using the Customers Satisfaction Index (CSI) technique. The results of these findings indicate that the product quality variable (Taste) has the highest level of importance and performance, with values of 4.56 and 4.49, respectively. The level of satisfaction of brown rice consumers in Pakis District, Malang Regency, reached 74.53%, which is classified as satisfied (range 60.1% - 80.0%). The suggestions given are that producers need to improve the quality of brown rice in terms of taste, color, and texture, while marketers are advised to utilize social media and creative campaigns to attract young consumers and offer discounts for large purchases to increase customer satisfaction.

Distribution Channel Analysis in Increasing Customer Satisfaction

The aim of this research is to find out how distribution channels are, the factors that influence distribution channels and distribution channel strategies in increasing customer satisfaction at Lion Parcel Gunungsitoli City. This research uses a qualitative research approach. The sample in this study was 4 people consisting of business owners, admin staff (couriers) and customers at Lion Parcel Gunungsitoli City. The data collection techniques used were observation and interviews. The results of this research are firstly that the distribution channel at Lion Parcel is quite good, prioritizing good service quality and providing convenience in carrying out transactions and bonuses for regular customers, secondly, the factors that influence distribution at Lion Parcel in Gunungsitoli City are the distance that is quite far and the infrastructure does not support it and the courier staff is still minimal and the third is Lion Parcel Gunungsitoli City, namely adding workers so that goods can be distributed properly and looking for other alternatives to speed up the distribution process.

AI in customer feedback integration: A data-driven framework for enhancing business strategy

The integration of artificial intelligence (AI) into customer feedback systems has emerged as a transformative approach for businesses seeking to enhance their strategies and maintain a competitive edge. This review presents a data-driven framework that leverages AI to analyze, interpret, and act upon customer feedback, providing actionable insights for business decision-making. AI techniques such as natural language processing (NLP), machine learning (ML), and sentiment analysis allow companies to automate the feedback collection process and analyze vast amounts of data from diverse sources, including surveys, reviews, social media, and customer support interactions. The proposed framework facilitates real-time feedback analysis, enabling businesses to identify trends, customer preferences, and potential pain points more efficiently. By integrating AI with existing customer relationship management (CRM) systems, businesses can automate the categorization and prioritization of feedback, allowing for timely responses and more effective problem-solving. Furthermore, predictive analytics tools within the framework can forecast customer needs, allowing businesses to tailor products and services to meet evolving expectations. This framework also supports continuous improvement by enabling businesses to track the impact of changes implemented based on customer feedback. Additionally, AI’s ability to personalize the customer experience by recognizing patterns and individual preferences plays a crucial role in increasing customer satisfaction and loyalty. The data-driven insights generated through AI integration can guide businesses in refining their marketing, product development, and customer service strategies, leading to improved operational efficiency and better alignment with customer expectations. In conclusion, the integration of AI into customer feedback mechanisms represents a significant advancement for data-driven business strategy development. This framework not only enhances feedback accuracy and speed but also empowers businesses to deliver more personalized and customer-centric solutions.

CRITICAL FACTORS INFLUENCING EFFECTIVE COMMUNICATION AMONG STAKEHOLDERS FOR PROJECT DELIVERY IN JIGAWA STATE

Communication plays an important role in project delivery in terms of relationship, trust and collaboration among internal stakeholders. This research aims to examine the relationship between factors influencing effective communication among stakeholders and construction project delivery with a view of improving communication among stakeholders in construction project delivery in Jigawa State. Questionnaire was used for data collection in Dutse capital of Jigawa state, various factors influencing effective communication among stakeholders are identified from literature review, experts and professionals working in public and private building project in Dutse capital of Jigawa state were selected using a probability sampling technique, a total of one hundred and eight (108) respondents were selected and interviewed using structured questionnaire which represent 90% of response rate. The data are analyzed by descriptive (frequencies and percentage,) and inferential statistics (spear’s man correlation, ANOVA and regression coefficient) are conducted using SPSS 25 version software. The Findings shows that Leadership, trust, communication tools, communication skills, stakeholders involvement, cultural differences and communication technology have strong correlation with successful project delivery and understanding the factors influencing effective communication among stakeholders can foster better collaboration among stakeholders, minimize conflicts and disputes, and can lead to improved project outcomes, reduced delays, and increased customer satisfaction. Leadership, communication skill and communication tools have significant effect on construction project delivery. The factors influencing effective communication among stakeholders would consequently affect the performance of project delivery. These factors can be considered as the critical factors that enhance effective communication among stakeholders for successful project delivery in...

AI-driven personalization framework for SMES: Revolutionizing customer engagement and retention

In today's competitive business landscape, Small and Medium Enterprises (SMEs) face unique challenges in building and maintaining strong customer relationships. An AI-driven personalization framework offers a transformative solution by enabling SMEs to deliver highly targeted and individualized customer experiences, improving both engagement and retention rates. This review outlines how artificial intelligence (AI) can empower SMEs by integrating data-driven insights with customer interaction processes to revolutionize business practices. AI-driven personalization leverages machine learning algorithms, natural language processing (NLP), and predictive analytics to analyze customer behaviors, preferences, and feedback. By aggregating data from various sources—such as online interactions, purchase histories, and social media activity—AI can generate personalized recommendations, offers, and communication strategies that resonate with individual customers. The framework facilitates dynamic customer segmentation, allowing SMEs to tailor marketing efforts and enhance service delivery. The personalization process also extends beyond marketing by optimizing customer support through AI-powered chatbots and recommendation systems, which provide real-time solutions and advice. This level of personalization fosters stronger emotional connections, increasing customer satisfaction and brand loyalty. Additionally, AI-driven insights enable SMEs to anticipate customer needs, predict churn rates, and proactively address potential issues, thereby boosting retention rates. For SMEs, the implementation of an AI-driven personalization framework is not only cost-effective but scalable, making it accessible even to businesses with limited resources. As SMEs increasingly adopt digital tools, the integration of AI-based personalization becomes essential for staying competitive in a rapidly evolving market. This review highlights the potential of AI in transforming customer engagement strategies for SMEs by offering a tailored, efficient, and sustainable approach to enhancing customer experiences.

Product Development and Positioning Strategies for Seaclues Local Coffee

Seacules Coffee Shop uses psychographic, demographic, and behavioral factors to segment the market. Seaclues Coffee Shop's target market includes consumers between the ages of 18 and 45 who lead an active lifestyle and work as professionals or students. Seaclues Coffee Shop's goods are presented as premium coffee beverages. Seaclues serves high-quality coffee beans that have been roasted by a roaster. Coffee is served to customers with high quality services provided in a comfortable atmosphere. By implementing the right positioning strategy, Seaclues Coffee Shop can attract and retain the right customers, increase customer satisfaction, and build long-term loyalty. To respond to the dynamic market, Seaclues Coffee Shop has carried out product development by creating unique and high quality product variants. The quality of Seaclues coffee products comes from high quality coffee beans that go through a roasting process before being processed for serving. Seaclues Coffee Shop develops innovative and unique coffee products by utilizing spices. Accurate positioning and product development help Seaclues Coffee Shop create quality products that are different from competitors, which strengthens Seaclues Coffee Shop's presence in a competitive market.

Development of a mathematical model for managing schedule delays in air traffic operations

The object of this research is delay in air traffic operations. The problem in this research that must be solved is how to reduce the impact of frequent delays which cause time efficiency but cause increased operational costs and make customers dissatisfied with air traffic services and then there is time complexity which is difficult to overcome. The interpretation of this research is to analyze existing problems and then apply mathematical methods so that it is possible to develop a model that is able to dynamically optimize flight rescheduling which can be beneficial for customers in reducing waiting times. This model will consider many important variables in managing delay schedules including real-time weather conditions, aircraft availability, airport capacity so that the results of this model show the ability to reduce the frequency and duration of delays which can increase customer satisfaction. This application shows that the model developed has main characteristics such as flexibility in adjusting schedules in terms of delays and accuracy in predicting potential delays so that the problems analyzed and researched can be resolved effectively and efficiently. This model can predict schedule delays with an accuracy level of 90 % according to predetermined input variables. Then there are quantitative benefits in the form of reducing operational costs for delays, increasing prediction accuracy and optimizing flight schedules. Qualitatively there are benefits in customer satisfaction and faster and more effective decision making. The scope of this research includes managing flight schedules at airports and international hubs. Implementation of this model is important to ensure high operational efficiency and minimize the impact of delays in various operational conditions

Building Harmony of Music Course Customer Loyalty in Jakarta: The Critical Role of Customer Value, Trust, Satisfaction, and Customer Engagement

The music education industry in Indonesia, especially in Jakarta, is growing rapidly as people's interest in music increases. However, the industry faces challenges in retaining customers and increasing their loyalty. This study aims to identify the factors that affect Customer Loyalty of music course customers in Jakarta, focusing on the influence of customer value, trust, and customer satisfaction on Customer Loyalty, as well as the role of customer engagement as a mediation variable. This study uses a quantitative method with a survey approach. The sample consisted of 95 respondents who were consumers of music courses in Jakarta over 18 years old and had used music course services for at least three months. Data was collected through questionnaires and analyzed using Partial Least Squares (PLS) with SmartPLS software version 3.0. The results of this study are expected to provide insight for music course managers in developing effective marketing strategies to increase customer loyalty. By understanding the factors that affect Customer Loyalty, managers can increase customer value, build trust, and increase customer satisfaction, which will ultimately increase customer engagement and customer loyalty.

Optimizing Customer Relationship Management with Surprise Program: A Quantitative Approach

This research explores the implementation of customer relationship marketing strategies through the a program launched by PT XYZ. The program was designed to enhance customer loyalty with personalized special offers and exclusive promotions. This study employs quantitative methods and the data were obtained from the analysis of company reports and customer demographics, geography, behaviour, and psychology. Using K-means clustering, this study analyses data collected from XYZ's CRM surprise program, focusing on customer interests in video, games, and music, as well as their payment methods (prepaid or postpaid). The findings reveal significant variations in digital content consumption between prepaid and postpaid users. This segmentation enables XYZ to tailor its service offerings more effectively. The study highlights the potential for increasing customer satisfaction and loyalty through personalized offers, underscoring the importance of behavioural and psychographic data in optimizing service delivery.

دور الابتكار والتطوير في تحسين جودة المنتجات وزيادة رضا العملاء في شركات التأمين بالمملكة العربية السعودية

The goal of this research is to evaluate the influence of innovation and development in boosting product quality and increasing customer satisfaction in insurance firms in the Kingdom of Saudi Arabia. A quantitative technique was adopted, with a sample size of 120 persons. Data were obtained by surveys, and the replies were examined using statistical analytic methods. The findings reveal a considerable influence of product development on enhancing customer experience and boosting customer satisfaction in insurance firms in Saudi Arabia. Additionally, the results show the significance of product development in boosting internal procedures, which also leads to higher customer satisfaction inside these firms. Furthermore, the research reveals that the function of product development in boosting the efficacy of marketing activities is vital in encouraging consumer happiness in the insurance industry. Entirely, the study highlights the vital need of providing insurance solutions that not only suit the requirements of clients but also improve their entire experience. The consequences of these results are deep, as they show that a focus on product innovation may lead to increased operational efficiency and more efficient marketing techniques, which eventually lead to higher customer satisfaction levels. This research adds to the current literature by giving insights into how insurance firms might employ product development to strengthen their competitive edge in the marketplace. By understanding the link between product innovation, internal procedures, marketing effectiveness, and customer happiness, insurance businesses may develop tactics that correspond with consumer expectations and enhance overall service quality. In conclusion, this research stresses the essential importance of product development in the insurance business and its direct association with customer satisfaction in Saudi Arabia. The findings serve as a significant reference for insurance businesses trying to strengthen their product offerings and improve client interactions in an increasingly competitive climate.

ANALYZING USER BEHAVIOR PATTERNS FOR PERSONALIZED RECOMMENDER SYSTEMS IN E-COMMERCE: A LITERATURE REVIEW

Abstract: E-commerce thrives on a user-centric strategy, and recommender systems are at the cutting edge of personalizing the purchasing experience. These systems may forecast preferences and recommend appropriate items by analyzing user behavior patterns, resulting in many benefits such as increased customer satisfaction, increased sales and conversions, and increased efficiency. To accomplish these benefits, recommender systems utilize complex algorithms that examine numerous elements of user behavior such as purchase history, browsing behavior, search queries, demographic data, and implicit feedback. Sophisticated algorithms can recognise complicated patterns in user data, resulting in more accurate and personalized suggestions. Analyzing user reviews, product descriptions, and social media interactions may help you better understand consumer preferences and product features. Systems can make real-time suggestions depending on a user’s current browsing session, resulting in a more dynamic purchasing experience. Personalized recommender systems will play an increasingly important role in molding the future of e-commerce as user behavior analysis techniques are constantly refined. The study intends to make important advances to the field of personalized recommender systems by undertaking a thorough research of user behavior patterns in the e-commerce domain. We strive to improve the performance of recommender systems by extracting insightful features from various data sources and exploring sophisticated machine learning techniques, resulting in a more engaging and tailored user experience that fosters customer satisfaction and drives business growth. A comprehensive review of user behavior patterns and their influence on personalized recommender systems in the e-commerce industry reveals the critical role of data analysis and machine learning algorithms in tailoring product suggestions to individual preferences, thereby enhancing customer satisfaction and driving sales growth. By implementing the tactics and approaches expressed in this study, e-commerce platforms may stay ahead of the curve, providing a smooth and tailored purchasing experience that surpasses customer expectations and contributes to their competitive advantage in the changing e-commerce environment.

The Impact of Service Quality and Price Fairness on Repurchase Intention Through Customer Satisfaction: A Study of Natasha Skin Care Clinic Customers in DKI Jakarta

This research analyzes how service quality, price fairness affects customer satisfaction and repurchase at Natasha Skin Care. The aim of this research is to explore the influence of service quality and price fairness on repurchase intentions, with customer satisfaction as a mediating variable. It is hoped that the findings from this research will help Natasha Skin Care formulate a more effective strategy to increase customer loyalty amidst intense competition. In this research, a nonprobability sampling method was used with a purposive sampling technique. This technique is based on certain considerations that are relevant to the research objectives. In this research, the number of samples collected was 150. Data collection was carried out using primary data obtained directly through the process of interviews, observations and distribution of questionnaires and secondary data obtained from existing sources, not through direct collection by researchers. Testing the measurement model uses a validity test consisting of convergent validity, Average Variance Extracted (AVE), and Discriminant Validity and a reliability test carried out by measuring Cronbach's Alpha and Composite Reliability values. Structural Model Testing (Inner Model) The evaluation stage of the inner model structural model is carried out by analyzing the R-Square value. The research results show that service quality significantly increases customer satisfaction and encourages repurchase intention, while price fairness also has a positive impact on satisfaction and repurchase intention. Ultimately, customer satisfaction serves as the main mediator in the relationship between service quality, price fairness, and repurchase intention.

Account for the Role of Digital Literacy and Behavior Intention on Electronic Payment and Its Impact on Customer Satisfaction

Digital literacy and behavioral intentions have emerged as critical elements within the Micro, Small, and Medium Enterprises (MSMEs) ecosystem, particularly due to their importance in improving electronic payment systems and ensuring customer satisfaction. This study aims to examine how digital literacy and behavioral intentions influence electronic payment systems and assess their impact on customer satisfaction. A survey methodology was employed, gathering responses from 260 participants. Data were analyzed using Structural Equation Modelling (SEM) through Smart-PLS (Partial Least Square) software. The findings suggest that both digital literacy and behavioral intentions have a positive effect on electronic payments, which in turn significantly enhances customer satisfaction. The study provides valuable insights for MSME operators on improving e-payment processes and increasing customer satisfaction with their offerings.