Influence Customer Satisfaction Research Articles

The Impact of Service Recovery Actions and Perceived Justice on Customer Satisfaction: Insights from Thailand's Private Hospitals

The research explores service recovery strategies' impact on customer satisfaction, word-of-mouth (WOM), and revisit intention in private hospitals in Thailand, drawing upon the expectation confirmation theory and social exchange theory. Using a quantitative approach, data was collected via an online questionnaire from service users of private hospitals in Thailand, with 600 usable responses analyzed using Structural Equation Modeling (SEM) and multi-group analysis with SEM. The findings reveal that service recovery actions (SRA) and perceived justice (PJ) significantly influence customer satisfaction with service recovery, WOM, and revisit intentions. Focusing on tangible actions and perceived justice can enhance customer retention in private hospitals. Private hospitals should emphasize tangible actions and perceived justice to enhance customer satisfaction and retention. Additionally, tailoring service recovery efforts based on customers' varying experience levels within the healthcare sector is crucial. The research contributes valuable insights to the healthcare industry's understanding of service recovery strategies, offering guidance for marketing strategy planning and enhancing customer satisfaction and retention in private hospitals in Thailand.

The Influence of Mobile Banking Service Quality and Trust on Customer Satisfaction of Indonesian Sharia Bank (BSI KC Bandar Lampung Diponegoro)

This study aims to determine the effect of mobile banking service quality and trust on customer satisfaction either partially or simultaneously. The data used in this study is primary data obtained directly from the answers of 80 respondents (customers of Bank Syariah Indonesia Kc Bandar Lampung Diponegoro), who downloaded and used the Bsi Mobile Banking application as a transaction medium. The analytical method used is the multiple linear regression analysis method. Based on the results of the study it is known that the variable quality of mobile banking services influences customer satisfaction from the t value greater than t table 7.274 > 1.994. For the calculated t trust variable, it is 3.431 > 1.994. This indicates that the trust variable has a significant influence on customer satisfaction. And on the results of the simultaneous test, the two variables together have a significant influence on customer satisfaction with f count greater than f table of 289.776 > 3.15. In the coefficient of determination test (R2), the variation of the independent variables used in the model can explain 88.3% of the dependent variation. Keywords: service quality, mobile banking, trust, customer satisfaction

Hospitality Front-line Employees: A Meta-Analysis of Emotion Management at Work

The main purpose of this study was to summarize extant empirical findings on how front-line service employees experience and manage emotions at work. When consolidated, the research on front-line employee emotions revealed mixed and contradictory results and knowledge gaps on workplace challenges of service-oriented employees. The PRISMA were followed for study selection, and the appraisal theory of emotions was used to classify the direct antecedents and outcomes of emotion management. To calculate meta-analytic effect sizes, comprehensive meta-analysis methodology wasapplied to analyze 79 studies (N=28,332). The summary effects of known antecedents, affective events (conflict, customer interactions), stimuli (personality characteristics), and workplace environment (support and display rules) on front-line employees’ emotion management were more modest than previously indicated. Organization, supervisor, and coworker support were found to be a moderator between conflict and employees’ emotion management. The most-researched outcomes of emotion management (burnout and job performance) also showed only modest effect sizes. Job satisfaction was a moderator between emotion management and job performance. The relationship between emotion management and customer-related antecedents and outcomes showed modest to small effect sizes. These results contribute to the ATE and highlight the knowledge gap on how customer emotions and behaviors affect front-line employees’ ability to manage their emotions and provide quality customer service and, in turn, how employee’s transference of emotions might influence customer satisfaction, loyalty, and trust. Managers should provide necessary support to mitigate the impact of affective events that may influence how front-line employees manage emotions at work to increase job satisfaction and performance.

AN INVESTIGATION ON FACTORS INFLUENCING CUSTOMER SATISFACTION BY UTILISING ONLINE SHOPPING

Purpose: E-Commerce has unleashed yet another revolution, which is changing the way businesses buy and sell products and services. New methodologies have evolved. The role of geographic distances in forming business relationships is reduced. E-Commerce is the future of shopping. With the deployment of 3G ,4G& 5G wireless communication technologies, the internet economy will continue to grow robustly. Nowadays, online marketing is a new area of marketing which play a vital role in attracting customers. Theoretical Framework: Most organizations utilize online shopping in current technology age to please consumers and also to attract additional clients. Online purchasing has a major influence on the pleasure of customers. Online shopping is the key aspect of electronic commerce, and this electronic trade guides many clients in the manner they purchase things from the business.Convenience is one of the benefits that customer gets from the e-commerce and thus increasing customer satisfaction. This is due to customer can place a purchase an order from anywhere with internet connection. E-commerce business provider should give importance on every customer by giving smooth service and many options for payment and have more functions available online. Design/Methodology/Approach: The study investigated factors influencing customer satisfaction in e-commerce. Demographic variables were analyzed alongside perceived risks and influencing factors. Findings: Findings highlight diverse influences on online purchasing behavior and varying satisfaction factors. However, no significant differences were found in risk perceptions. Education on online purchasing steps is recommended based on the results.

Identify Attributes of Service Quality Factors and Other Factors Affecting Calla SPA Customer Satisfaction

This research aimed to identify the factors influencing customer satisfaction at Calla SPA, focusing on service quality attributes such as Tangibility, Reliability, Ability to meet expectations, and Assurance, as well as other factors like price and location of Calla SPA offices. Both qualitative and quantitative methods were utilized, including document research, in-depth interviews, group discussions, and surveys. Results indicated that service quality (β3) had the strongest impact on satisfaction, followed by price (β1) and location of the SPA (β2). SPSS testing confirmed the reliability of the scale (α = 0.70 to 0.95), with total correlation coefficients above 0.3, KMO values between 0.5 and 1, and significance levels (Sig) below 0.05. These findings provide a foundation for Calla SPA's management to enhance customer satisfaction through service quality improvements, thereby aiding in market share retention, market expansion, and revenue growth. Furthermore, the research contributes to the theoretical understanding of service quality and customer satisfaction within the SPA industry

Impact of Quality Service Delivery Challenges on Customer Satisfaction in the Banking Industry: A Case of Stanbic Bank, Zambia

Since Zambia's 1991 economic liberalization, there has been notable growth in the retail banking sector. Quality search is perhaps the most critical consumer trend in recent years because consumers are now more demanding than ever. Customers have diverse options in an era of rapid global change, often relying on brand names for complex financial services. Hence, it becomes imperative to delve into the challenges surrounding quality service delivery and customer satisfaction. A mixed methods approach was adopted, and involved 340 bank customers who attended a questionnaire and 20 customers and bank staff who participated in in-depth interviews. . The study found that the majority (43.8%) of customers were generally satisfied with the services at the bank. The study also found that tangibility and assurance were the service quality dimensions that highly influenced customer satisfaction perception at Stanbic Bank. Tangibility had a positive influence on customer satisfaction (β=0.153), and a p-value (0.028) less than the selected level of significance (0.05), an indication of the influence of tangibility on customer satisfaction. The study concluded that customer satisfaction and loyalty depended on the quality of services the bank provided. At the same time, the study's practical implications suggest that the bank should focus on improving reliability, responsiveness, and empathy to enhance customer satisfaction.

Analysis of the Influence of Customer Satisfaction on Mobile Banking Services at One of the State Owned Banks in Medan

This research aims to determine the influence of mobile banking user-friendliness, mobile banking usage risks, and mobile banking service features on mobile banking services, both simultaneously and partially. The sample used in this study consisted of 30 participants. The research method employed a quantitative descriptive approach with multiple linear regression analysis techniques. The results of this study indicate that simultaneously, the variables of mobile banking user-friendliness and mobile banking service features have a positive and significant impact on customer satisfaction with mobile banking services. Partially, only the variable of mobile banking usage risks has a positive but nonsignificant influence on mobile banking services. The influence of service quality found in mobile banking is 58%, while 42% is influenced by other variables outside of this regression model.

Factors Influencing Customer Satisfaction towards Internet Banking Service: Case Study of Vietnam

This study investigates the impact of service quality dimensions on customer satisfaction in the context of internet banking services in Vietnam. Using a quantitative approach, data were collected through a structured questionnaire from a sample of 934 customers of the ten largest banks in Vietnam. The five service quality dimensions examined in this study are Tangibility, Reliability, Assurance, Responsiveness, and Empathy. Correlation and multiple regression analyses were conducted to assess the relationships between these dimensions and customer satisfaction. The correlation analysis revealed that all five service quality dimensions had significant positive correlations with customer satisfaction, with Assurance having the strongest correlation, followed by Responsiveness, Empathy, Reliability, and Tangibility. The regression results indicated that all five dimensions were significant predictors of customer satisfaction, with Responsiveness, Reliability, and Assurance having the strongest relative impact. This study contributes to the understanding of service quality and customer satisfaction in the digital banking era, providing valuable insights for bank managers and policymakers to enhance service quality and customer satisfaction in the highly competitive Vietnamese banking market. The findings highlight the need for banks to prioritize Responsiveness, Reliability, and Assurance while also addressing Tangibility and Empathy to meet customer expectations and foster long-term customer loyalty.

Assessing Green Practices on Eco-Friendly Hotel Customer Loyalty: A Partial Least Squares Structural Equation Modeling and Fuzzy-Set Qualitative Comparative Analysis Hybrid Approach

With a global focus on environmental sustainability, hotels worldwide are actively transitioning their services from conventional to eco-friendly practices. This study aims to comprehensively understand the factors that contribute to visitors’ satisfaction in eco-friendly hotels and how this satisfaction influences customers’ future reactions towards such environmentally conscious establishments. Employing the Stimulus-Organism-Response theory, this study collected data from 277 respondents using a robust quantitative research strategy. A combined approach of Partial Least Squares Structural Equation Modeling (PLS-SEM) and Fuzzy-Set Qualitative Comparative Analysis (fsQCA) was employed, to uncover deep insights into visitors’ satisfaction and their reactions towards eco-friendly hotels. The PLS-SEM results reveal significant associations between customers’ satisfaction towards eco-friendly hotel services and service quality, green practices, perceived value, and environmental sensitivity. Moreover, this study highlights a positive correlation between satisfaction and crucial outcomes like revisit intention (RVI), willingness to pay a premium (WTPP), and word-of-mouth intention (WOMI). Complementing these findings, the fsQCA analysis uncovers intricate causal relationships among antecedents that influence customer satisfaction in eco-friendly hotels. By offering critical marketing insights, this study provides guidance for hotels, the tourism industry, and policymakers on attracting customers to eco-friendly hotels, to meet the increasing demands for environmental sustainability.

The Effect Of Customer Satisfaction And Trust On Customer Loyalty In The Shopee Marketplace

This research aims to test the influence of trust and customer satisfaction on customer loyalty, test the influence of trust on customer loyalty and test the influence of customer satisfaction on customer loyalty. This research uses a quantitative descriptive method by distributing questionnaires via Google Form with purposive sampling, namely Shopee users as an online shopping platform for consumers in Depok. A purposive sampling method of 150 respondents was used for the sampling. SPSS 26 was used to calculate the multiple linear regression variable test to analyze the research data results. The research results show that customer satisfaction and trust are important in forming customer loyalty to Shopee. Factors such as ease of use, wide product selection, responsive customer service, and security of online transactions influence customer satisfaction levels. In addition, customer trust in the security of online transactions and product quality also plays a key role in building long-term relationships between customers and e-commerce platforms. The R square value of 0.725 indicates that most of the variation in customer loyalty levels can be explained by customer satisfaction and trust in Shopee in Depok. At the same time, the rest is influenced by other factors, such as quality. Product and brand preferences.

To study impact of Brand Engagement on Customer Satisfaction for Flipkart E-Commerce Services Among People Living in Ahmedabad City

These Survey Results highlight the importance of brand engagement initiatives, such as social media campaignhs, email newsletters, loyalty programs, special offers or discount, and interactive content, in influencing customer satisfaction with flipkart's e-comerce services in ahmedabad city, Nonetheles, there is room for improvement to enhance overall satisfaction and make more effective use of features like augemented reality. The insights gained from this survey will assist flipkart in optimizing its brand engagement startegies and improving customer satisfaction among residents of ahmedabad City. This Survey also revealed that while flipkart augmented reality feature was rated neutral by half of the respondents (50%), approximately 48% reported using Flipkart pay Later. in terms of overall satisfaction with Flipkart's e comerce ssaervices, nearly half of the respondents expressed a neutral level of satisfaction (49.3%). Homever, approximately 54% of the respondents reported that Flipkart's brand engagement initiaves have positively influenced them, and 49.3 % stated their likehood to recommend Flipkart's services based on their brand engagement experiences. Over half of the respondents (52%) expressed their willingness to participate in a follow-up interview, indicating their interes in providing feedback and suggesting to improve Flipkart's e-commerce services.

AN ANALYTICS APPROACH TO STUDYING THE IMPACT OF ONLINE FOOD DELIVERY PARTNERS ON CUSTOMER SATISFACTION AT RESTAURANTS

The emergence of digital meal delivery platforms has completely changed the restaurant business and the way customers eat. This thesis looks into how online meal delivery partners affect restaurant patron satisfaction levels using an analytics-driven methodology. The studys objectives are to identify the critical elements that influence customer happiness and determine how delivery services affect a restaurants overall performance. The study technique makes use of a variety of datasets to conduct a multidimensional examination. The foundation of the analytical framework is made up of survey data on customer feedback. To enable thorough analysis, the data is carefully cleaned, integrated, and feature engineered. Through correlation analysis and predictive modelling techniques, the study scrutinizes the relationship between various parameters including delivery time, order accuracy, restaurant ratings, and customer satisfaction. Segmentation analysis is utilized to discern distinct customer preferences and behaviours, aiding in the identification of nuanced patterns. The findings unearth key insights into the factors that significantly influence customer satisfaction. The analysis unveils the impact of delivery partners on restaurant performance, delineating the critical facets that contribute to customer contentment in the context of online food delivery services. Leveraging analytics methodologies, we analyse various factors affecting customer satisfaction, including delivery time, order accuracy, customer service, and platform usability. The thesis culminates in actionable recommendations aimed at enhancing service quality and optimizing the delivery experience. The insights derived from the analytical study serve as a foundation for strategic enhancements, fostering collaborative improvements between restaurants and delivery partners. This research advances the understanding of the intricate dynamics between online food delivery services and customer satisfaction within the restaurant industry. It serves as a roadmap for restaurant owners, offering actionable strategies to elevate service standards and augment customer experiences in the evolving landscape of food delivery.

Corporate social responsibility: the key to improving brand equity and reputation for local sports associations in Islamic countries

Purpose Attracting resources (financial and non-financial), supporters and the community’s attention to sports and physical activity has become essential for local sports associations (LSAs). Corporate social responsibility (CSR) initiatives are innovative and less imitable tools for strengthening relationships with customers (Lim et al., 2018), and there needs to be relevant research on CSR and the variables discussed in this study at the level of small sports organizations. Moreover, past research has focused on professional sports organizations in developed and non-Islamic countries. So, the following research questions are: What is the influence of CSR initiatives on the organizational reputation, brand equity and customer satisfaction of LSAs operating in the context of recreational sports, particularly in Islamic developing countries, and how does this relationship evolve within the framework of small sports organizations? Design/methodology/approach Participants (n = 290) consisted of all customers who used the services of LSAs in the Islamic Republic of Iran). This research seeks to measure the relationship between variables within a causal model based on structural equation modeling. Findings This study critically examines the connection between CSR, customer satisfaction, organizational reputation and brand equity in LSAs. This study presents a model that explores how CSR influences customer satisfaction, reputation and brand equity in LSAs in developing countries. Research limitations/implications Consequently, customers are likely to feel more satisfied with LSAs that demonstrate a commitment to CSR, and this leads to evaluations of the organization’s reputation and brand equity, ultimately resulting in outcomes for them. Originality/value This research presents a comprehensive theoretical model that examines the relationship between CSR, customer satisfaction, reputation and brand equity of LSAs in developing Islamic countries. LSAs must understand and recognize customer interests in social issues and their response to various CSR programs.

The Influence of Endorser Credibility, Brand Image, and Perceived Value on Customer Satisfaction Mediated by Brand Trust (Study of Jafra Consumers in Jakarta

This study aimed to determine the effects of Endorser Credibility, Brand Image, and Perceived Value on Customer Satisfaction among Jafra consumers in South Jakarta, mediated by Brand Trust, Brand Image, and Perceived Value obtained through distributing questionnaires. The research population consisted of Jafra consumers in South Jakarta, with a sample of 100 people selected using purposive sampling. Data were analyzed using PLS-based SEM. The results indicated that the variables of Endorser Credibility, Brand Image, and Perceived Value had a significant effect on Brand Trust. Furthermore, the results demonstrated that Endorser Credibility, Perceived Value, and Brand Trust significantly influenced Customer Satisfaction. Additionally, it was found that Brand Trust mediated the relationship between Brand Image and Customer Satisfaction, as well as between Perceived Value and Customer Satisfaction.

Exploring the moderating effect of brand image on the relationship between customer satisfaction and repurchase intentions in the fast-food industry

PurposeThis study aimed to determine whether the brand image of fast-food restaurants moderates the relationship between satisfaction and loyalty among Chilean customers.Design/methodology/approachThe study was conducted using a structural equation modeling approach and involved a sample of 1,000 fast-food customers who were surveyed through nonprobabilistic sampling with a questionnaire consisting of 21 items. The instrument underwent validation by a panel of experts, and the results obtained were processed using the statistical software Smart PLS4. Convergent validity, discriminant validity and the structural model were tested to assess the acceptance or rejection of the proposed hypotheses.FindingsThe results of the research indicate that product quality, service quality and physical environment are crucial factors influencing customer satisfaction and shaping customer loyalty. However, it was found that brand image does not moderate the relationship between satisfaction and loyalty in fast-food consumption.Originality/valueThe present study contributes to the field of knowledge on fast-food consumption behavior and unveils findings that help fill knowledge gaps regarding the influence of restaurant brand image on the relationship between satisfaction and consumption loyalty. Thus, it demonstrates that, for certain customers, the brand becomes an irrelevant factor for their consumption loyalty as long as the restaurant offers product quality, excellent service and a pleasant physical environment.

Online Shopper Satisfaction: Exploring the Impact of e-Service Quality

The advent of online shopping has brought a significant revolution in how individuals exchange goods and services. Online purchasing has gained considerable popularity, especially after the Movement Control Order due to COVID-19. Therefore, this study aims to find the relationship and identify the most dominant factors of e-service quality that affect online shopping. Convenience sampling was used to collect primary data. 250 self-administered questionnaires with four Likert scales were distributed through a social media channel among Klang Valley residents aged 18 years and above. The data was then analyzed using SPPS Version 26. Multiple Regression Analysis was used to investigate the relationship between e-service quality and customer satisfaction. The researcher found a collective significant effect between Customer Satisfaction and all independent variables except Perceived Risk. Convenience was found to be the most dominant factor that influences Customer Satisfaction. Hence, this study can benefit online business owners as they develop appropriate strategies based on the findings to expand their business.

INFLUENCE OF THE QUALITY OF ELECTRONIC SERVICES (WEBSITE DESIGN, CUSTOMER SERVICE, SECURITY/PRIVACY, FULFILMENT) ON CUSTOMER SATISFACTION AND REPURCHASE INTEREST IN THE McDONALD'S APPLICATION

With increasingly rapid advances in technology, many companies are innovating in online sales to increase consumer convenience in ordering food. Currently, competition between companies is getting tighter, encouraging companies to continue to improve service quality in order to gain repeat purchase interest from customers. This research was conducted to explore the influence of electronic service quality, including aspects such as website design, customer service, security/privacy, and fulfillment, on customer satisfaction and repurchase interest in the McDonald's application. The research population was McDonald's application users in Bandung City, with 400 respondents taken through distributing online questionnaires via social media. Sampling was carried out using a purposive sampling method, and data was processed using SMARTPLS version 4 software. The research results showed that website design positively and significantly influenced the quality of electronic services, customer service positively and significantly influenced the quality of electronic services, security/privacy positively and significantly influences electronic service quality, and fulfillment positively and significantly influences electronic service quality, electronic service quality positively and significantly influences customer satisfaction, customer satisfaction positively and significantly influences repurchase intention on the McDonald's application.

SERVICE RECOVERY AND NET PROMOTER SCORE IN THE TRANSPORTATION SECTOR OF NIGERIA

Customer satisfaction and loyalty stand as pivotal determinants of organizational success in the evolving sector of transportation. This study explores the intricate relationship between Service recovery effectiveness and Net Promoter Score (NPS) within the transportation sector, focusing on selected transport companies in Niger Delta region of Nigeria. Through a mixed-methods approach and a sample size of 400 participants, the research identifies key factors influencing customer satisfaction and loyalty in Service recovery scenarios. Findings reveal a significant positive correlation between perceived Service recovery effectiveness and NPS, aligning with the Service Recovery Paradox theory, a Negative NPS score was also observed, indicating improvement on key factors highlighted by factor analysis. This study contributes valuable insights into enhancing service delivery, fostering customer loyalty, and driving organizational growth within the transportation sector. Keywords: Service recovery, Net Promoter Score (NPS), Transportation sector, Customer satisfaction, Service quality.

The effect of customer engagement on repurchase intention among Indonesia’s digital banks

A new era of banking in Indonesia has arrived with digital transformation in the banking sector. Digital banks are the main choice of young people, especially millennials and Generation Z. How to choose the ideal digital bank? This research tries to answer the question by understanding the role of customer engagement on repurchase intention. The author connects digital bank applications with customer satisfaction and customers will be committed to attaching themselves to the selected digital bank application. The author uses structural equation modeling (SEM) to test the research model with a sample of millennial and Generation Z customers (n = 200). The study results show a significant positive influence of customer satisfaction on customer engagement and repurchase intention of this generation of customers. These findings can provide input for application development and marketing strategies that suit customers, especially millennials and Z generations. Other digital application companies in Indonesia can conclude what the expectations of millennial and Generation Z customers are. To the author's knowledge, there have not been many articles discussing digital banks, the relationship between application use which is an antecedent effect on customer satisfaction, and the effect of customer engagement on repurchase intention in Indonesia.

Exploring The Service Quality of Different Fast-Food Restaurants in Faisalabad City

Background: The fast food industry in Faisalabad has experienced significant growth, making the evaluation of service quality an important area of study to sustain this growth and competitive edge. Previous research has emphasized the importance of service dimensions such as tangibility, assurance, reliability, responsiveness, and empathy in shaping customer satisfaction and loyalty, particularly in the context of rapid globalization and increasing customer expectations. Objective: This study aimed to assess the impact of service quality dimensions on customer satisfaction within international fast food franchises in Faisalabad, with a focus on identifying key areas for improvement to enhance overall restaurant performance. Methods: A systematic random sampling method was used to select 300 participants aged between 18 to 35 years from prominent fast food franchises. Data were collected using a structured SERVQUAL questionnaire, which measured five dimensions of service quality. Statistical analyses, including descriptive statistics and reliability testing, were conducted using SPSS version 25.0 to evaluate the data. Results: The results indicated a generally high level of customer satisfaction, with 65% to 75% of respondents expressing satisfaction across the service dimensions. The dimensions of reliability and responsiveness were particularly noted for their positive impact on satisfaction levels. The mean scores for service dimensions ranged from 3.74 to 4.00, demonstrating a favorable reception of service attributes. However, the assurance dimension scored lower in terms of internal consistency (Cronbach's Alpha = 0.551), suggesting variability in this area. Conclusion: The study confirmed that service quality significantly influences customer satisfaction in the fast food industry in Faisalabad. While the majority of customers are satisfied with the current level of service, continuous improvements in staff training and operational efficiency are recommended to further enhance customer satisfaction and loyalty. Keywords: Fast Food Industry, Service Quality, Customer Satisfaction, SERVQUAL Model, Faisalabad, Systematic Sampling, SPSS Analysis, Reliability Testing, Service Dimensions.