Increase Customer Satisfaction Research Articles

Supply Chain Risk Management Assessment and Strategy: Case Study in a Hospital Pharmacy

Health service providers such as hospitals have a very diverse supply chain in quantity and type, one of which is medicine. Hospital Pharmacy Installation (IFRS) is one of the health support activity units responsible for planning, procurement, management, storage, distribution, use of drugs, equipment, and pharmaceutical services for medical devices related to the distribution of drugs used in hospitals. Pharmacy has several risks that need to be addressed to increase customer satisfaction. This study aims to determine the extent of the implementation of Supply Chain Risk Management, identify risks in supply chain activities, and obtain risk management strategies. In this study, the method used is the assessment of Supply Chain Risk Management and continued the evaluation of the drug chain in pharmaceutical installations with the House of Risk. It is divided into two stages, namely House of Risk Stage 1, which is used to decide the risk in each supply chain, and House of Risk Stage 2, to offers a decision-making strategy for each chosen decision. There are 20 risk events and 20 risk agents in the House of Risk stage 1, and 11 proposed risk management strategies in the House of Risk stage 2. Out of 20 risks identified in stage 1, 11 risks contributed to 80% highest risk, and the top three are drug shortage, inappropriate planning, and unclear doctor’s writing. In stage 2, the three most prioritized strategies are e-prescription implementation, clear signs for LASA drugs, and conducting supplier performance evaluation.

Pengaruh E-Service Quality, E-Trust, E-Customer Satisfaction Terhadap E-Customer Loyalty Pada Marketplace Shopee

This study tested the direct impact of variables such as E-trust, E-service quality, and E-customer satisfaction on E-Customer loyalty. The research approach used this study uses quantitative approximations. Data collection techniques through surveys using questionnaires and compiled as many as 100 respondents. Sampling using non-probability techniques is purposeful sampling. The sample selection criteria for this study are (1) Shopee customers who make purchases through Shopee marketplace, (2) use Shopee regularly for the last 1 year (3) are 17 years of age or older, (4) customers have traded at least 2-3x at Shopee and (5) are dominated in the province of Dki Jakarta. The research uses a data analysis technique called Structural Equation Modeling (SEM), with SmartPLS software. E-service quality has a positive impact on E-customer satisfaction, E-trust has a negative impact on e-client satisfaction but E-services quality has no positive influence on the E-Customer loyalty. These results are expected to benefit Shopee's E-commerce to know what can increase customer satisfaction and loyalty.

THE EFFECT OF PRICE AND SERVICE QUALITY ON CUSTOMER SATISFACTION OF GOJEK USERS

This study aims to investigate the effect of price and service quality on customer satisfaction of Gojek service users in Jambi City. In a modern society that is increasingly adopting technology, Gojek as an online transportation service provider offers a variety of products and services, leading the market in Indonesia. This study involved 50 students majoring in accounting from Jambi University who often use Gojek services. This research method adopts an associative research approach with analysis involving validity, reliability, normality, multicollinearity, and heteroscedasticity tests, as well as multiple linear regression analysis with SPSS version 23. The results showed that price and service quality have a significant influence on Gojek customer satisfaction. Price and service quality are positive, indicating the importance of setting the right price and improving service quality in increasing customer satisfaction. The coefficient of determination is 82.7%, indicating the model can explain variations in customer satisfaction. A flexible pricing strategy and improved service quality can strengthen relationships with customers and maintain competitiveness in the online transportation service market. By understanding the factors that influence customer satisfaction, companies can continuously improve their services according to local customer expectations and needs.

A Novel Approach to Improve Quality of Service in Cloud-Based Content Delivery Network

A content delivery network (CDN) improves normal website functions and increases customer satisfaction. In addition, CDNs foster a seamless online experience, ensuring reliable performance and bolstering cybersecurity measures for enhanced user trust and data protection. It improves High-speed content delivery, Real-time streaming, Multi-user scaling etc. One of the most notable achievements is the remarkable reduction in latency, thanks to advanced CDN technologies that position content closer to end-users, enhancing responsiveness and making real- time applications, online gaming, and interactive content more enjoyable. Furthermore, cost optimization has been a focal point, with CDNs efficiently managing resources and data transfer to deliver content while keeping operational expenses in check. In essence, the ongoing enhancements in CDNs underscore their pivotal role in shaping the digital content landscape. With a focus on speed, scalability, latency reduction, cost efficiency, security, global reach, and data- driven decision-making, CDNs have become indispensable for organizations seeking to excel in serving an increasingly diverse and demanding global audience. In a world where digital content reigns supreme, these improvements empower organizations to meet and exceed user expectations, contributing to their overall success in the digital age. Keywords: Content Delivery Network, Cloud-based Content Delivery Network, Quality metrics and monitoring, Resource management, Performance optimisation.

Analysis of E-Marketing Strategy and Business Innovation in Optimizing Improvement of Service Quality and Its Effect on MSME Income

This research aims to analyze e-marketing strategies along with business innovations that can optimize improvements in service quality and their impact on the income of Micro, Small and Medium Enterprises (MSMEs). Improvements in information technology and the internet have changed the way MSMEs run their businesses. The research method used in this research is a survey method, by collecting data from MSME business people through questionnaires related to the use of e-marketing and business innovation in improving service quality and MSME income.The results of this research show that the use of e-marketing strategies, such as creating websites, marketing via social media, and using online advertising, contributes positively to increasing sales and business exposure for MSMEs. Apart from that, business innovation, such as new product development and market expansion, also has a significant influence on service quality and increasing MSME income.This research also found that improving the quality of MSME services, such as good customer service and fast delivery, has a positive impact on customer satisfaction and customer loyalty. This then contributes to increasing MSME income. In the context of MSMEs, the use of e-marketing strategies and business innovation are important factors in improving service quality and income. By adopting the right e-marketing strategies and business innovation, MSMEs can expand their market reach, increase customer satisfaction, and ultimately increase revenue.E-marketing strategies and business innovation have a significant influence on improving service quality and MSME income. This research provides recommendations to MSMEs to adopt e-marketing strategies and business innovation in an effort to optimize improvements in service quality and increase income.

Green Advertising through the Eyes of the Youth: A Study on Environmentally Responsible Behaviour

Green advertising aims to highlight environmentally friendly products or the advertiser's corporate environmental responsibility towards environment. Considering the importance that responsibility of organisations towards environment and environmental behaviour of consumers have in modern market circumstances, green advertising is a crucial theoretical and practical idea in modern advertising. The goal of undertaking present research was to know the opinion of the youth of Vadodara city regarding green advertisement and their environmentally responsible behaviour. The research was descriptive in nature. Questionnaire was prepared to collect the data using the survey approach wherein 200 youth from Vadodara City made up the study's sample, sample size, and locale. The study's conclusions demonstrated that majority of respondents (80%) were undergraduates belonging to nuclear families (78%) where only 9% of the respondents were men and 90% were women. It was also found that majority of respondents (80%) were students and television was the source of medium from which highest number of respondents heard about green advertising. Results showed that the majority (98.50%) of respondents showed most favourable opinion towards green advertisements. Majority (94%) of the respondents showed somewhat environmentally responsible behaviour. Further, the sub section “emotional response to environmental problems” (31.50%) showed highest environmentally responsible behaviour and the sub section “emotional response to environmental problems” (4.50%) again showed least environmentally responsible behaviour. The results of the study implies that targeting youth through television advertisements may be an effective strategy to garner favorable opinions and encourage environmentally responsible behavior, with a specific focus on emotional engagement with environmental problems as a key driver. Thus, green advertising is becoming a crucial component of the advertising industry to promote company’s products in an innovative way and attract customers who would eventually purchase eco-friendly goods. The long-term benefits and necessity of it will make it profitable through increased customer satisfaction, which will positively affect consumer purchasing intentions.

Marketing Strategy of Nykaa Case Study

In this in-depth case study, we examine the strategic endeavour carefully organized by Nykaa, a renowned and significant participant in the world of Indian beauty and cosmetics e-commerce. This investigation's main focus is on Nykaa's coordinated efforts to improve the user experience and strengthen customer engagement levels on their advanced digital platform. This study conducts an in-depth analysis of Nykaa's multifaceted marketing strategy, which was carefully planned, executed, and integrated with a wide range of interactive features. These factors have all worked together to significantly increase customer satisfaction metrics and the length of time that discerning customers spend on the website. The extraordinary achievements of Nykaa are due to their skilful application of cutting-edge technologies that are smoothly incorporated with a base of datadriven insights. Nykaa has been able to painstakingly refine the entire inline shopping experience thanks to this perfect mix. This actually improves the entire online purchasing experience. Higher client retention rates and, concurrently, a discernible and respectable uptick in total business growth are the tangible results of this optimization.

Analyzing the Challenges and Opportunities of Knowledge Management in Government Agencies in Egypt

Purpose: The aim of the study was to analyze the challenges and opportunities of knowledge management in government agencies in Egypt
 Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries.
 Findings: Knowledge Management (KM) practices have a positive impact on the performance of African Small and Medium-sized Enterprises (SMEs) by enhancing innovation, improving decision-making, and increasing customer satisfaction. However, challenges related to knowledge transfer and limited resources can hinder the full realization of KM benefits in these organizations. Cultivating a strong learning culture is crucial for continuous improvement. KM strategies must be adapted to the local context and cultural nuances of African countries to maximize their effectiveness.
 Unique Contribution to Theory, Practice and Policy: Institutional theory, resource-based view (RBV) theory & diffusion of innovations theory may be used to anchor future studies on analyze the challenges and opportunities of knowledge management in government agencies in Egypt. Government agencies should prioritize investments in technology infrastructure to enable efficient knowledge sharing and management. Policymakers should explore opportunities for international collaboration and knowledge exchange among government agencies from different regions.

Insurtech in Europe: identifying the top investment priorities for driving innovation

The purpose of this study is to determine the essential indicators to improve insurtech systems and select the most critical alternative to increase insurtech-based investments in European countries. A novel fuzzy decision-making model is generated by integrating entropy and additive ratio assessment (ARAS) techniques with spherical fuzzy sets. First, the indicators are weighted using spherical fuzzy entropy. Then, the alternatives are ranked using spherical fuzzy ARAS. The alternatives are also ranked with the spherical fuzzy technique for order of preference by similarity to the ideal solution methodology. The main contribution of this study is that it would help investors to take the right actions to increase the performance of insurtech investments without incurring high costs. Another important novelty is that a new fuzzy decision-making model is proposed to solve this problem. The results of the two models are quite similar, proving the validity and coherency of the findings. It is found that pricing is the most critical factor that affects the performance of insurtech investments. Insurtech companies are required to make accurate pricing by conducting risk analyses to increase their profits and minimize their risks. Additionally, according to the ranking results, big data are the most appropriate way to improve the performance of insurtech investments in Europe. Big data analytics helps companies learn more about the behavior of their customers. By analyzing data about their customers’ past transactions, companies can provide more convenient services to them. This would increase customer satisfaction and enable companies to achieve long-term customer loyalty.

Customer Loyalty: the influence of company image, service quality, and customer satisfaction as mediators

This study aims to determine the effect of company image and service quality on customer loyalty through customer satisfaction at PT PLN (Persero) ULP Teluk Segara. This research methodology uses a questionnaire as a data collection tool obtained from PT PLN (Persero) ULP Teluk Segara. The sampling method uses a non-probability strategy technique with a sample of 120 respondents who use company services at PT PLN (Persero) ULP Teluk Segara. The analysis used is the Structural Equation Model (SEM), which is processed using SmartPLS. The results of the analysis show: 1) Company image has a significant effect on customer satisfaction; 2) Service quality has a significant effect on customer satisfaction; 3) Customer satisfaction has a significant effect on customer loyalty; 4) Company image has a significant effect on customer loyalty; 5) Service quality has a significant effect on customer loyalty; 6) Company image has a significant effect through customer satisfaction on customer loyalty; 7) Service quality has a significant effect through customer satisfaction on customer loyalty. With the findings of this study, it is hoped that the PT PLN (Persero) Teluk Segara ULP company can focus more on improving its image and service quality to increase customer satisfaction, which will ultimately support higher customer loyalty.

The role of the six sigma method in controlling and improving product quality

The Six Sigma method has been proven effective in industry for reducing process variability, increasing customer satisfaction, and optimizing operational efficiency. This research aims to analyze the role of the Six Sigma method as a systematic approach in controlling and improving product quality. This research uses qualitative methods with descriptive methods. The results of this research reveal that the application of the Six Sigma Method in controlling and improving product quality has a significant positive impact. Controlling process variability, focusing on customer satisfaction, and using statistical methods in data analysis have succeeded in increasing product consistency, building customer loyalty, and providing a strong basis for fact-based decision making. Implementation of the DMAIC concept provides a structured framework for continuous improvement, while cross-functional employee involvement creates a work environment that supports collaboration and innovation.

Effect of Knowledge Management Practices on Organizational Performance in African SMEs

Abstract
 Purpose: The aim of the study was to investigate Effect of Knowledge Management Practices on Organizational Performance in African SMEs
 Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries.
 Findings: Knowledge Management (KM) practices have a positive impact on the performance of African Small and Medium-sized Enterprises (SMEs) by enhancing innovation, improving decision-making, and increasing customer satisfaction. However, challenges related to knowledge transfer and limited resources can hinder the full realization of KM benefits in these organizations. Cultivating a strong learning culture is crucial for continuous improvement. KM strategies must be adapted to the local context and cultural nuances of African countries to maximize their effectiveness.
 Unique Contribution to Theory, Practice and Policy: Resource-Based View (RBV) theory, social capital theory & dynamic capabilities theory may be used to anchor future studies on effect of knowledge management practices on organizational performance in African SMEs. SMEs in Africa should tailor their knowledge management practices to align with their unique organizational cultures, structures, and resource constraints. Governments in African countries should consider implementing policies that provide incentives, subsidies, or tax breaks to SMEs that adopt effective knowledge management practices.

Enhancing Customer Loyalty: Optimizing Barista and Store Atmosphere for Increased Customer Satisfaction

The aim of this study was to investigate the impact of store atmosphere and baristas on customer loyalty, mediated by customer satisfaction as an intervening variable. The study was conducted with the hope of enhancing customer loyalty in coffee shops located in the city of Cirebon. Convenience sampling was employed in this study. The primary data was collected by distributing questionnaires to 115 consumers in coffee shops located in Cirebon city. The data was analysed using partial least squares (SEM-PLS) structural equation modelling with the Smart-PLS 3.0 application. The study's results indicate that the store's atmosphere has a positive impact on customer satisfaction and loyalty. Additionally, the barista variable was found to have a positive effect on customer satisfaction and loyalty. It was found that the customer satisfaction variable mediated the relationship between store atmosphere and baristas on customer loyalty. Achieving customer loyalty is not solely dependent on the store atmosphere and baristas. It is important to explore other variables that can contribute to this goal. Future researchers should investigate these variables further.

PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DI DAPUR MAMA IA KOTA BENGKULU

The purpose of this study is based on the identification of the problems stated above, then the purpose of this study is to determine the quality of service, products to customer satisfaction Dapur Mama IA Bengkulu. The sample of this study amounted to 160 which were determined proportionally. Data collection techniques using questionnaires and data analysis techniques using multiple linear regression. The conclusion of the results of this study is that the Quality of Influence has a positive and significant effect on Customer Satisfaction of Dapur Mama IA Kota Bengkulu, the better the Quality of Service provided the better it will be for the development of Dapur Mama IA Kota Bengkulu. With good Service Quality, it will create Customer Satisfaction by itself. Together, Service Quality and Product Quality have a positive and significant effect on Customer Satisfaction In Dapur Mama IA Kota Bengkulu, the better the Quality of Service provided and the Quality of Products offered will increase Customer Satisfaction. Keywords: Service Quality, Product Quality and Customer Satisfaction

A Multi-Criteria Decision Support Model for Restaurant Selection Based on Users' Demand Level: The Case of Dianping.com

The Internet, by offering a variety of information sources such as online reviews, aids people in selecting restaurants. However, it also prolongs their decision-making process due to the need to integrate information across multiple criteria. Existing decision support models for choosing satisfactory restaurants overlook users' varying demand levels for each aspect of the restaurant, making the process less efficient. This paper aims to develop a multi-criteria decision support model for users to efficiently and accurately rank and select restaurants based on their demand level for various restaurant aspects. The 2-tuple linguistic ordered weighted averaging (2LOWA) aggregation operator is applied for the first time to aggregate user ratings, generating linguistic ratings that mirror the diverse levels of user demand for restaurant service, food, and environment. The importance weights (IW) method is introduced to calculate linguistic weights, thereby obtaining customized 2T-SFE composite scores under various user demand scenarios. The proposed model's applicability is demonstrated using a dataset comprising over 3.7 million reviews sourced from Dianping.com. The results show multiple personalized restaurant rankings with more linguistically understandable composite scores, enabling users to efficiently choose a suitable restaurant based on their preferences and requirements. Moreover, a list of restaurants satisfying most users with different demand levels can be generated by assessing their frequency of appearance in the top 10 restaurants across over 340 scenarios established by the proposed model. This contributes to offering more reliable and comprehensive restaurant recommendations and rankings, ultimately increasing customer satisfaction in the selection process.

A Case Study on the Impact of Brand Image on Customer Buying Behaviour with Special Reference to Nilgiris Supermarket in Mangalore

Purpose: The study aims to explore how the brand image of Nilgiris Supermarket influences customer perceptions and purchasing decisions. By examining this relationship, the research provides valuable insights into the role of brand image in the retail industry. Research Design: The methodology employed in this case study includes a combination of primary and secondary data collection. Primary data is gathered through surveys and interviews with customers of Nilgiri Supermarket. The findings from these sources contribute to a comprehensive understanding of the impact of brand image on customer buying behaviour. Findings: The research findings highlight the significant influence of brand image on customer perceptions and behaviours. A positive brand image can create a sense of trust, reliability, and quality among customers, leading to increased loyalty and repeat purchases. Moreover, a strong brand image can attract new customers and enhance the store's competitive advantage in the market. The case study specifically analyzes various aspects of Nilgiri Supermarket's brand image, such as its reputation, product quality, pricing strategy, customer service, and store atmosphere. It investigates how International Journal of Scientific Research in Engineering and Management (IJSREM) Volume: 08 Issue: 01 | January - 2024 SJIF Rating: 8.176 ISSN: 2582-3930 © 2024, IJSREM | www.ijsrem.com DOI: 10.55041/IJSREM28211 | Page 2 these elements contribute to customer perceptions and influence their buying decisions. The study also explores the role of advertising, social media presence, and word-of-mouth in shaping the brand image and customer buying behavior. The results of the case study demonstrate the positive impact of Nilgiri Supermarket's brand image on customer buying behaviour. Customers perceive the brand as trustworthy, offering high-quality products at reasonable prices, and providing excellent customer service. These positive perceptions lead to increased customer satisfaction, loyalty, and a willingness to recommend the supermarket to others. In conclusion, this case study sheds light on the importance of brand image in influencing customer buying behaviour towards Nilgiri Supermarket. The findings highlight the significance of maintaining a positive brand image to attract and retain customers in the competitive retail market. The research provides practical insights for Nilgiri Supermarket and other retailers seeking to enhance their brand image and strengthen customer relationships. Keywords: Brand Image, Customer Buying Behaviour, Retail Industry, Customer Perceptions, Competitive Advantage.

Integrated triangular fuzzy KE-GRA-TOPSIS method for dynamic ranking of products of customers’ fuzzy Kansei preferences

As society evolves, companies produce more homogeneous products, shifting customers’ needs from functionality to emotions. Therefore, how quickly customers select products that meet their Kansei preferences has become a key concern. However, customer Kansei preferences vary from person to person and are ambiguous and uncertain, posing a challenge. To address this problem, this paper proposes a TF-KE-GRA-TOPSIS method that integrates triangular fuzzy Kansei engineering (TF-KE) with Grey Relational Analysis (GRA) and Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS). Firstly, a Kansei evaluation system is constructed based on KE and fuzzy theory. A dynamic triangular fuzzy Kansei preference similarity decision matrix (TF-KPSDM) is defined to quantify customer satisfaction with fuzzy Kansei preferences. Secondly, dynamic objective weights are derived using Criteria Importance Though Intercrieria Correlation (CRITIC) and entropy, optimized through game theory to achieve superior combined weights. Thirdly, the GRA-TOPSIS method utilizes the TF-KPSDM and combined weights to rank products. Finally, taking the case of Kansei preference selection for electric bicycles, results indicate that the proposed method robustly avoids rank reversal and achieves greater accuracy than comparative models. This study can help companies dynamically recommend products to customers based on their Kansei preferences, increasing customer satisfaction and sales.

Influence of Organizational Structure on the Performance of Agencies Constituting the National Council on the Administration of Justice in Kenya

Strategy implementation drivers are elements that shape an organization's strategy and determine important success elements, long-term prosperity, and essential value propositions. The National Council on the Administration of Justice in Kenya comprises state and non-state actors in the administration of justice. They play a role in establishing and maintaining a favorable environment for the economic, social, and political development of the country as envisaged in the Kenya Vision 2030. Despite the existence of strategic plans, government agencies have been criticized for underperformance. Implementation of the strategic plan has been marred with challenges including: clogging up of the Justice system with petty offenses, systemic, structural, and agency challenges, a low rate of successful prosecution of serious offences, and that the justice system is skewed against the poor. This study sought to establish the influence of organizational structure on the performance of agencies constituting the National Council on the Administration of Justice in Kenya. The specific objectives of the study were to establish the influence of power relations, communication flow, and people interactions on the performance of agencies constituting NCAJ and to assess the moderating role of the regulatory environment on the relationship. The study used a descriptive correlational survey research design and utilized both qualitative and quantitative data. The study's unit of analysis was the 36 institutions that comprise the NCAJ, while the unit of observation was 231 drawn from the top and middle-level managers, with a sample of 164 obtained using the Yamane formula. Primary data were collected using interviews and structured questionnaires administered by trained research assistants. Secondary data were collected from NCAJ reports. A pilot study of 10% of the sample frame was conducted, and those who participated in the pilot study were excluded from the final study. Cronbach's alpha and exploratory factor analysis were used to test the reliability and validity of the data collection instrument. Both descriptive and inferential statistics were used to analyze data with the help of the SPSS tool. Descriptive statistics was presented using measures of central tendency and measure of variability in tables, while inferential statistics was presented using a regression model. The study found that power relations, communication flow, and people interactions have a significant and positive relationship with the performance of agencies constituting the NCAJ. Thus, the study concluded that there is a strong, significant positive relationship between organizational structure (r=.225 and p<0.05) and the performance of agencies constituting the National Council on the Administration of Justice in Kenya. The study also concluded that the Regulatory environment has a moderating influence on the relationship between organizational structure and the performance of agencies constituting the National Council on the Administration of Justice in Kenya (r=.241 and p<0.05). From the findings, the study recommended that NCAJ should maintain a clear line of communication between the various management levels. This will assist firms in increasing productivity, increasing employee loyalty and morale, making operations run more smoothly, and, as a result, increasing customer satisfaction.

PEMANFAATAN CHAT GPT OPEN AI TERHADAP ANALISIS DAN STRATEGI DALAM MENINGKATKAN PERFORMA PENJUALAN PRODUK SECARA DIGITAL

The rapid development of technology can produce several new innovations that are beneficial to society such as ChatGPT Open AI. ChatGPT is an artificial language model developed by OpenAI, an artificial intelligence technology company. GPT stands for "Generative Pre-trained Transformer", which refers to the model architecture used in the creation of ChatGPT. The method used in this research is a qualitative method. The results showed that the utilization of ChatGPT allows businesses to be able to conduct in-depth analysis of customer data and product reviews, help identify new problems and opportunities that have not been seen before, assist businesses in developing more targeted and personalized marketing strategies, enable businesses to provide fast and responsive responses to customer inquiries, businesses can quickly identify problems that may occur with the product, This allows for faster repairs and improvements, which in turn can increase customer satisfaction. By utilizing the analysis conducted with ChatGPT, businesses can enter a continuous cycle of improvement. Findings and feedback can be continuously processed to improve products and marketing strategies, ultimately supporting long-term sales growth. Although ChatGPT has a lot of potential, the software has limitations. Understanding the context and human interpretation remains critical to making the right decisions. In addition, ethics in data collection and use must also be prioritized. With awareness and understanding, utilizing ChatGPT in digital product sales analysis and strategy can significantly contribute to achieving business goals.

Determination of Customer Satisfaction of Bank Muamalat Palembang Branch Office

The purpose of this study was to determine the effect of service quality, trust and excellent service on customer satisfaction at Bank Muamalat Palembang Branch Office. The study population was 48,783 customers of Bank Muamalat Palembang Branch Office, using the slovin formula, a sample of 100 people was obtained. Data collection using questionnaires distributed to respondents regarding service quality, trust, excellent service and customer satisfaction. The data analysis technique uses liner regression with hypothesis testing using the t test. The results showed that service quality affects customer satisfaction with a significance value of 0.017 <0.05. Trust affects customer satisfaction with a significance value of 0.019 <0.05 and excellent service affects customer satisfaction with a significance value of 0.007 <0.05. The results of this study can be concluded that all independent variables in this study include service quality, trust and excellent service affect customer satisfaction. It is hoped that the results of this study can be taken into consideration in order to make decisions regarding increasing customer satisfaction.