Influence Customer Satisfaction Research Articles

Pengaruh Persepsi CSR terhadap Reputasi Perusahaan, Minat Beli, dan Kepuasan Pelanggan

This research aims to examine the effect of CSR perceptions on customer satisfaction, company reputation and purchase intentions, the influence of customer satisfaction on company reputation and purchase intentions, the influence of customer satisfaction in mediating the relationship between CSR perceptions and company reputation, and the influence of customer satisfaction in mediating the relationship between CSR perceptions and purchase intention. The sample from this research consisted of 200 consumers of Alfamart and Indomaret retail stores in Batam City. Data was collected by distributing questionnaires. The data analysis technique used is multiple regression analysis and Sobel test to test the influence of intervening variables. The research results show that CSR perceptions positively influence customer satisfaction, company reputation and purchase intentions. Customer satisfaction positively influences company reputation as well as purchase intentions. Customer satisfaction indirectly influences the relationship between CSR perceptions of company reputation and purchase intentions. Suggestions for further is research will be able to provide a wider range of respondents by covering fields other than retail to obtain more general information

Emotional Experience On E Wom Swiss Bell Silae Hotel In Palu City, Central Sulawesi

Service Quality (SQ), Customer Satisfaction (CS), and Positive Emotional Experience (PEE) have the effect of increasing the positive eWOM of hotel visits. Positive eWOM is a review of the experience felt by consumers who have had a good experience after staying at a hotel. The aim of the research is to test whether Service Quality, Customer Satisfaction (CS), and Positive Emotional Experience, have an influence on increasing positive eWOM visits to Swiss Bel Hotel Silae Palu, based on the Traveloka hotel reservation application site. The aim of the research is the influence of customer satisfaction on eWOM Swiss Bel Hotel Silae Palu. identify the influence of service quality on eWOM of Swiss Bel Hotel Silae Palu. What is the influence of positive emotional experience on eWOM Swiss Bel Hotel Silae Palu. Service quality is important for companies facing competition in the market, satisfying consumer needs and desires, paying attention to service quality (Maulana, 2016). Using quantitative uses numerical measurements. The influence of the Independent Variable on the Dependent Variable is concluded, Customer Satisfaction of the Swiss Bell Silae Hotel in Palu City, has a significant influence on the eWOM of the Swiss Bell Silae Hotel in Palu City. Service Quality provided by the Swiss Bell Silae Hotel in Palu City has a significant influence on the eWOM of the Swiss Bell Silae Hotel in Palu City, Positive Emotional Experience of Swiss Bell Silae Hotel customers in Palu City has a significant influence on Customer Satisfaction of the Swiss Bell Silae Hotel in Palu City. Positive Emotional Experience of Swiss Bell Silae Hotel customers in Palu City has a significant influence on the eWOM of Swiss Bell Silae Hotel in Palu City.

PERAN KEPUASAN PELANGGAN SEBAGAI MEDIASI PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN EL RADNA SKINCARE CLINIC

Self-care has become a necessity and lifestyle for everyone, especially for women. The rapid development of beauty clinics requires companies in the beauty industry to understand the behavior of their consumers. The aim of this research is to explain the influence of service quality, customer satisfaction, and customer loyalty, as well as to elucidate the mediating role of customer satisfaction in the influence of service quality on customer loyalty. This study was conducted at El Radna Skincare Clinic. The sample in this study consisted of individuals who have used products from El Radna Skincare Clinic and have undergone some treatments at the clinic. The sampling method used was nonprobability examining. Data collection in this research employed a survey method with data collection techniques using questionnaires. Data were analyzed using path analysis techniques. The results of the study indicate that service quality has a positive and significant influence on customer satisfaction, service quality has a positive and significant influence on customer loyalty, customer satisfaction has a positive and significant influence on customer loyalty, and customer satisfaction significantly mediates the relationship between service quality and customer loyalty. The implications of this research include theoretical and practical implications. Keywords: · Service Quality, Customer Satisfaction, Customer Loyalty

The Influence of Principal Leadership and Teacher Motivation on Student Parent Satisfaction in Schools Under The Daarut Tauhiid Rahmatan Lil'alamin Foundation

Education is crucial for developing human resources and preparing for global competition. Parents play a vital role in this process, significantly influencing and making decisions about their children's education. Thus, educational institutions should consider parents as key customers in choosing schools. The Daarut Tauhiid Rahmatan Lil'Alamin Foundation operates schools at the elementary, middle, high, and vocational levels. This research aims to determine whether there is an influence of the principal's leadership and teacher motivation influence the level of customer satisfaction at the Daarut Tauhiid Rahmatan Lil'Alamin Foundation. This research uses quantitative methods and data collection techniques by distributing questionnaires whose validity and reliability have been tested. The sample in this research is the parents of students, with the total number of respondents that the researchers will take from the Daarut Tauhiid Rahmatan Lil'Alamin Foundation, namely 322 people. The research results show that the principal's leadership, teacher motivation, and customer satisfaction are in the "good" category. The principal's leadership and teacher motivation have a positive and significant influence with an influence value of 6.851 and 8.447. There is a simultaneous influence of principal leadership and teacher motivation on customer satisfaction, with an influence value of 166,572. The coefficient of determination is 0.511. That is, approximately 51.1% of the variability in customer satisfaction can be explained jointly by principal leadership and teacher motivation, while the remaining 48.9% can be distributed among other variables not included in this study. It is hoped that this research will contribute by exploring the factors that influence customer satisfaction, such as school principal leadership and teacher motivation. Therefore, the Foundation must improve to overcome this problem so that it does not happen again.

The Effect of Service Quality, Cargo Handling Rates, and Infrastructure Facilities on Customer Satisfaction in Aircraft Cargo Expedition Services Pt Angkasa Pura Logistik Yogyakarta

The demand for logistics services is currently high, evidenced by increased imports to Indonesia from 2022 to 2023. Logistics service providers, such as PT Angkasa Pura Logistik Yogyakarta, must consistently maintain customer satisfaction. Therefore, this study examines how service quality, pricing, and infrastructure influence customer satisfaction at PT Angkasa Pura Logistik Yogyakarta. This research investigates the impact of service quality, cargo handling tariffs, and infrastructure on customer satisfaction with air freight services provided by PT Angkasa Pura Logistik Yogyakarta. This study employs a quantitative approach, utilizing accidental sampling. The sample size consists of 80 respondents. Data analysis is conducted through multiple linear regression analysis (SPSS software version 26). The results indicate that service quality, cargo handling tariffs, and infrastructure positively and significantly impact customer satisfaction, both partially and simultaneously. The most significant variable influencing customer satisfaction is service quality.

Application of an approach integrating the Kano model and the fuzzy systems theory: a strategic analysis of consumer satisfaction scores

PurposeThe aim of this research is to propose a quantitative approach to evaluating the quality of services provided, helping organizations to make strategic decisions by better understanding the characteristics that satisfy consumers.Design/methodology/approachThe approach was based on the integration of the Kano model with SERVQUAL, adapted by the satisfaction equations of Albuquerque et al. (2022) and fuzzy systems theory. Through this, it was possible to infer which attributes influence customer satisfaction, identifying the ranges of satisfaction and, with the help of fuzzy, reducing the imprecision of customer perceptions.FindingsA total of 42% of the attributes were classified as unidimensional, with attribute 11 (Reliability) and attribute 9 (Courtesy) having the highest satisfaction values. Attractive attributes accounted for 38% of the sample, with attribute 29 (Variety of products) and attribute 7 (Location) having the greatest impact on satisfaction. On the other hand, attribute 30 (Order Delay) and attribute 31 (Waiting for payment) caused more dissatisfaction among consumers (ranges −0.6, −0.71, respectively). In addition, Variety of products was the most satisfactory, while Order Delay generated the most dissatisfaction among users.Originality/valueThe originality of this research lies in its contribution to organizations in relation to the services offered by investigating a gap in the studies that use the Kano model, integrated with SERVQUAL, which do not include reverse attributes in their equations and analyses. With the help of fuzzy sets, the subjectivity of the individual can be translated into data for greater clarity of information.

A Study on ATM Services and Customer Satisfaction of Commercial Bank in Itahari, Sunsari Nepal

The analysis of the changing behavior of customers is crucial, and more significant to understanding behavioral finance. The objective of the study was to assess the satisfaction status of customers using ATM services. The study followed an analytical research design using a quantitative research approach. Among the ATM subscribers in Itahari, Sunsari, 140 respondents were chosen conveniently. A structured questionnaire with a five-point Likert scale was designed to collect primary data. Mean and standard deviations were used to assess the status of customer satisfaction with ATM Services, while correlation and linear regression were used to examine their associations. The results revealed that the customers are moderately satisfied with the use of ATM services. In addition, this study suggested that ATM services have a significant effect on customer satisfaction. Among the factors, the transaction fee is found a key factor influencing customer satisfaction, followed by customer support and transaction speed. This study supports the bank managers to top-up customers’ satisfaction by implementing the findings.

PENGARUH PROMOSI, KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DAN LOYALITAS KONSUMEN PADA RENGGINNANG BERLIAN SRIANTI DI SITUBONDO

Micro, Small, and Medium Enterprises (MSMEs) are pivotal for Indonesia's economic progress, offering a robust national economic base and substantial employment opportunities. This study aims to explore how promotion, product quality, and service quality influence customer satisfaction and loyalty. Conducted as explanatory research, the study focuses on customers of Rengginang Berlian Srianti in Situbondo, sampled through simple random sampling. Data analysis and hypothesis testing utilized Partial Least Squares Structural Equation Modeling (PLS-SEM). Findings from Smart PLS 3.0 indicate that promotion does not significantly affect customer satisfaction, whereas product quality and service quality do. However, promotion does not significantly impact customer loyalty, nor does product quality directly influence it. Interestingly, service quality does positively affect customer loyalty. Moreover, customer satisfaction does not significantly correlate with customer Loyalty. Indirectly, Promotion positively affects Customer loyalty through customer satisfaction, albeit insignificantly. Conversely, product quality and service quality negatively influence customer loyalty via customer satisfaction, though not significantly.

Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan dengan Loyalitas Sebagai Moderasi

In attracting consumers, business owners try their best to provide everything they can to meet customer satisfaction. Consumer satisfaction is a very important factor to ensure the survival of a company. The goal of a company is to create and retain consumers. In order for a company to develop and get satisfaction from consumers, a company must be able to provide more value to the quality provided to consumers. This research aims to determine the effect of product quality and service quality on customer satisfaction with loyalty as moderation. The current analysis uses a quantitative approach. The population of this research is consumers or customers who have shopped. Samples were taken from this population, and the sample selection for this study was determined by random sampling, resulting in a sample of 150 respondents. The results of this research have found that product quality and service quality influence customer satisfaction. Loyalty as a moderating variable is able to moderate the influence of product quality on customer satisfaction.

Pengaruh Kualitas Produk, Persepsi Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Es Coklat Ngetop di Surakarta

This research aims to determine the influence of Product Quality, Price Perception, and Service Quality on Customer Satisfaction of Popular Chocolate Ice in Surakarta. The population in this research are Ngetop Ice Chocolate consumers who are in Surabaya and have purchased the product more than once. This research also aims to analyze the influence of product quality, price perception, and service quality on customer satisfaction for Es Coklat Ngetop in Surakarta. Product quality is measured based on the taste, appearance and consistency of the chocolate ice served. Price perception is understood as a customer's view of the value of a product compared to the price they pay. Service quality is assessed from the responsiveness, competence and reliability of the service provided by the seller. The type of data used in this research is quantitative data. The sampling technique in this research used accidental with a sample of 100 respondents. The data collection technique uses a questionnaire method and data analysis in this research uses the t test and f test methods. In this research, the results show that product quality, price perception and service quality partially have a positive and significant effect on customer satisfaction. Simultaneously, these three independent variables have a positive and significant effect on customer satisfaction Based on the results of the SPSS version 29 F test, all independent variables simultaneously influence customer satisfaction. based on the results of the t test, it shows that the product quality variable has a positive and significant effect on customer satisfaction, the price perception variable has a positive and significant effect on customer satisfaction, and the service quality variable has a positive and significant effect on customer satisfaction

When unethical practices harm relationship outcomes: testing the influence of consumer-perceived unethical behaviour on trust and satisfaction in the banking sector

PurposeThe study has two objectives: (1) expand our knowledge of the relationship between unethical behaviour and both trust and satisfaction and (2) demonstrate that unethical behaviour research should be examined multi-dimensionally.Design/methodology/approachData were collected by resorting to a mixed methods approach. First, individual interviews were performed with 31 bank consumers from six main commercial banks in Bukavu city in the Democratic Republic of the Congo. Interview notes were submitted for content analysis to identify items and components that underpin the unethical practices construct. Second, a quantitative survey was conducted with 410 consumers from the same six banks. An aggregated-disaggregated structural equations modelling approach was used to test the impact of unethical practices on relationship outcomes through two studies. Study 1 tested a model that links unethical behaviour as a one-dimensional construct to trust and satisfaction. Study 2 tested a model that directly connects the four specific unethical behaviour components to both trust and satisfaction.FindingsResults from study 1 reveal that perceived unethical behaviour negatively influences consumer trust. Results also confirm that trust positively influences customer satisfaction. Results from study 2 confirm that unresponsive, disrespect and lying behaviours negatively influence both trust and satisfaction. Banks which are involving in those specific unethical behaviours can neither satisfy their consumers, nor maintain a sustainable and profitable relationship with them. Therefore, unethical behaviours harm the relationships outcomes in the banking sector.Research limitations/implicationsThe perceived unethical behaviour scale derives from a single data set and its reliability and validity need to be improved. Relationships between constructs are tested in a more direct way and ignore moderating variables. Perceived unethical behaviour is connected to relationship outcome variables while its impact on firms’ metrics have been ignored.Practical implicationsBanks have to understand customers’ perception of unethical behaviours and find a way to overcome them. Banks should recruit, motivate and retain employees who demonstrate an ethical inclination in the service encounter and create structures and mechanisms in order to monitor and manage unethical practices.Social implicationsBanks employees' unethical behaviour and practices not only damage the trust and reputation of banks but also can lead to frustration on the part of customers and damage their relationship with the institution. Our paper is a warning of this danger and might improve the social interactions between organisations (in general) and customers.Originality/valueUnethical behaviour is measured with a four-component scale in contrast to previous studies that have used bi-dimensional or one-dimensional scales. The study tests a disaggregated model that links four components of perceived unethical behaviour to relationship outcome variables. Perceived unethical behaviours are analysed from the customers’ perspective by resorting to mixed methods strategy.

The Influence of Product Quality, Price, Brand Image and Excellent Service on Consumer Satisfaction

The purpose of this study is to examine the relationship between product quality, price, brand image, and service excellence on consumer satisfaction with AQUA products. Using partial least squares (PLS) as the data analysis technique, we analyzed responses from a sample of 240 respondents. The results indicate that product quality, price, and service excellence do not significantly influence consumer satisfaction with AQUA products. In contrast, brand image positively influences customer satisfaction. Based on these findings, we recommend improving product quality and adjusting pricing strategies. Although customer service is not a primary factor in consumer satisfaction, companies should ensure a consistent and positive experience at every touchpoint to maintain a strong brand image.

Pengaruh Kompetensi, Tarif Pelabuhan dan Kualitas Pelayanan Terhadap Loyalitas Melalui Kepuasan Pelanggan sebagai Variabel Intervening pada PT. Covanova Trans Services Batam

This research was conducted at PT. Coranova Trans Service Batam aims to 1) find out how competency, port rates and service quality influence customer satisfaction; 2) find out how port tariff competency and service quality influence loyalty through customer satisfaction; 3) find out how competence indirectly influences loyalty through customer satisfaction; 4) find out how port tariffs indirectly influence loyalty through customer satisfaction; 5) find out how service quality indirectly influences loyalty through customer satisfaction. The research method used is quantitative with descriptive research using a questionnaire instrument in the form of a Likert scale. The results of this research found that partially competency, port rates, and service quality have a significant and positive influence on customer satisfaction. Partially, competency, port rates and service quality have a significant and positive influence on customer loyalty. Competence, port rates and service quality have a significant and positive influence on customer loyalty through customer satisfaction at PT. Covanova Trans Services Batam

A Study on Challenges and Optimization of Last Mile Delivery and its Impact on Customer Satisfaction.

The last mile delivery, the final stage of the delivery process from a distribution center to the end user, plays a critical role in the supply chain, significantly influencing customer satisfaction. Against the backdrop of a rapidly growing e-commerce sector, the demand for swift and flexible delivery options has made last-mile delivery a vital determinant of overall customer satisfaction. This study analyzes the impact of optimizing last-mile delivery on customer satisfaction and loyalty, highlighting that efficient last-mile operations can lead to continued use of the delivery service. Key areas contributing to last-mile delivery challenges include timeliness, condition of delivered items, communication during delivery, flexibility of delivery options, and overall customer experience. The study concludes that addressing these challenges and implementing effective strategies is essential for meeting customer expectations and enhancing satisfaction in the competitive e-commerce landscape. The findings and recommendations provide a comprehensive roadmap for businesses aiming to improve their last-mile delivery operations and boost customer satisfaction.

Exploring The Relationship Between Responsiveness And Usability And Its Impact On Customer Satisfaction In E-Commerce

This research explores the use of chatbots in e-commerce from a customer perspective, with the aim of determining how responsiveness affects usability, as well as how this usability affects customer satisfaction. The data collection method used was a questionnaire distributed to 195 respondents. For model and hypothesis testing, SPSS and AMOS software were used. The results of the validity and reliability tests show that the respondent data is valid and reliable for use in hypothesis testing. The normality test shows that the questionnaire data is normally distributed. The multicollinearity test shows that multicollinearity has occurred. The results of the fit model test are that most of the criteria can be met or are fit, so the statistical interpretation results can not only be used on the sample but on the population as a whole. And the hypothesis test shows that there is a significant positive relationship between responsiveness (X) and usability (Y) of the chatbot. These findings indicate that the more responsive a chatbot is, the higher its level of usefulness in the eyes of customers. When a chatbot is able to provide relevant answers, customers tend to feel that the chatbot is effective and practical to use in meeting customer needs. Furthermore, this research also found that usability (Y) significantly influences customer satisfaction (Z). In other words, easy-to-use and effective chatbots can increase customer satisfaction in an e-commerce context. When a chatbot is designed with a simple interface, customers can easily ask questions and receive the answers or help they need. In addition, if the chatbot is able to provide accurate and relevant answers, customers feel that their needs can be met.

The Influence of Product Quality, Customer Bonding and Customer Satisfaction on Customer Loyalty

This study aims to analyze the influence of product quality, customer bonding and customer satisfaction on customer loyalty at Vira Hijab Bengkalis. This study uses a quantitative method using a non-probability sampling method with purposive sampling. The sample in this study was 100 respondents, data processing used the IBM SPSS version 26 application with multiple linear regression analysis testing which included validity tests, reliability tests, T-tests, F tests, and the coefficient of determination (R2). The results of this study indicate that: 1) product quality has a positive and significant effect on customer loyalty at Vira Hijab Bengkalis, 2) customer bonding has a positive and significant effect on customer loyalty at Vira Hijab Bengkalis, 3) customer satisfaction has a positive and significant effect on customer loyalty at Vira Hijab Bengkalis, 4) the coefficient of determination (R2) is 0.573. This means that product quality, customer bonding and customer satisfaction effect customer loyalty at Vira Hijab Bengkalis by 57.3% while the remaining 42.7% is influenced by other variables not examined in this study.

Consequences of Ethical Behavior and Trust in the Sport Brand Industry in Indonesia

The sports industry is currently growing rapidly and becoming one of the major markets in the economy. Dynamic competition drives companies to innovate, especially in technology, to increase economic gains. This phenomenon has triggered the emergence of various sports brands, which requires companies to be creative in marketing and building consumer loyalty. This study focuses on the influence of ethical behavior, brand experience, trust, brand authenticity, and brand equity on customer satisfaction of sneaker users Adidas, Nike, Converse, Puma, and Vans in Indonesia. This study uses a hypothesis testing design with cross-sectional data. Data were collected through online questionnaires to 231 respondents selected using purposive sampling. Data analysis was conducted using SEM (Structural Equation Modeling). This research examines ethical behavior, trust, brand experience, brand authenticity, brand equity, and customer satisfaction. The indicators to measure the variables were adapted from previous research and used a Likert scale. The purpose of this study is to analyze the influence of ethical behavior, brand experience, trust, brand authenticity, and brand equity on customer satisfaction of sneaker users. To provide contributions to sneaker brand marketers in understanding the factors that influence customer satisfaction so that they can develop more effective marketing strategies.

The Effect Of Payment Through Quick Response Indonesian Standard (QRIS) On Customer Satisfaction Of Micro, Small And Medium Enterprises (MSMEs) In Riau Province

In the realm of digital payment systems, the adoption of Quick Response Indonesian Standard (QRIS) represents a significant advancement, promising efficiency and convenience in the digital economy. This study investigates the impact of QRIS on customer satisfaction within Micro, Small, and Medium Enterprises (MSMEs) in Riau Province. Through a quantitative approach and purposive sampling of 400 respondents, the research employs multiple linear regression analysis, validity tests, reliability tests, T-tests, and coefficient of determination (R²) using IBM SPSS version 25. The findings indicate a statistically significant positive relationship between QRIS usage and customer satisfaction among MSMEs in Riau Province. The study contributes valuable insights into the digital payment ecosystem's role in enhancing customer satisfaction, offering strategic guidance for businesses and policymakers. The R² value of 0.759 underscores QRIS variables' substantial explanatory power (75.9%) in influencing customer satisfaction within MSMEs, illuminating avenues for further exploration and application in digital payment innovations.

Influence of service quality and customer satisfaction on use loyalty BRI Mobile Banking

Purpose: The purpose of this research is to determine the influence of service quality and customer satisfaction on loyalty when using BRI mobile banking. on loyalty to using BRI mobile banking. Method: This was a quantitative research. The population in this study is the people of Palopo City who use BRI mobile banking. banking BRI. Results: The results of this study indicate that service quality has a positive effect on loyalty use in BRI Mobile Banking. Service quality affects loyalty to BRI Mobile Banking; namely, the easier it is to use the mobile banking application, the more likely users will use it. mobile banking applications, the more likely the users are to use the application regularly. application regularly. In the second variable, Customer Satisfaction has a positive effect on loyalty to BRI Mobile Banking. Customers who are satisfied feel that BRI Mobile Banking provides quality services, such as ease of use, speed in making transactions, speed in making transactions, and quality of service. quality services, such as ease of use, speed of transactions, and system reliability. Increased trust in and loyalty to the application.

The Effect Of Product Quality And Service Quality On Customer Satisfaction At Heri Manna Photocopy Shop, South Bengkulu Regency

A photocopier is a tool for recopying documents or illustrations using light, heat, chemicals or static electric charges. Photocopy machines continue to be improved to meet people's needs, starting from black and white photocopies to color photocopies that resemble the original. The purpose of this research is to prove that product quality and service quality influence customer satisfaction at Heri Manna Photocopy, South Bengkulu. This type of research uses quantitative research. The analytical method in this research uses Validity Test, Reliability Test, Multiple Linear Regression Analysis, Coefficient of Determination, and hypothesis testing using the t test. The number of samples studied was 90 Heri Photocopy consumers. The results of the multiple linear regression analysis are the equation: Y = 13.152 + 0.477 ) at Heri Photocopy, South Bengkulu Regency. The value of the coefficient of determination from the calculation results using SPSS can be seen from the coefficient of determination from R square of 0.851. This means that the product quality value (X1) and service quality value (X2) influence customer satisfaction (Y) by 85.1% while the remaining 14.9% is influenced by other variables not examined in the research. So product quality and service quality have a very significant influence on customer satisfaction.