Influence Consumer Satisfaction Research Articles

Assessing Customer Satisfaction in Mahindra’s Automotive Division: The Role of Service Quality and Technological Integration

This study examines customer satisfaction in Mahindra's automotive division, highlighting the impact of technological integration and service excellence. Using a mixed-methods approach, the study examines qualitative insights from in-depth interviews with consumers and service staff in addition to quantitative data from customer surveys. The results show that excellent customer satisfaction is greatly increased by high service quality, with personnel competency, promptness, and reliability being important contributing variables. To further enhance the client experience, cutting-edge technology integration is essential. Examples of these are linked car features and digital service platforms. The report emphasizes how crucial it is for Mahindra to keep coming up with new ideas and tweaking its service plans in order to stay ahead of the competition and satisfy changing customer demands. The management implications emphasize how crucial it is to allocate resources to both human resources and The findings show that timeliness, dependability, and professionalism—the three qualities that make up service quality—are crucial in influencing consumer satisfaction. Additionally, by offering convenience and customized services, the integration of cutting-edge technologies—like digital service interfaces and linked car features—significantly improves the client experience. The results indicate that in order to exceed customer expectations and maintain competitive advantage, Mahindra should give equal weight to ongoing improvements in service quality and technology advances. In order to promote long-term customer loyalty and happiness, the study offers management practical insights by highlighting the necessity of strategic investments in personnel training and state-of-the-art technologies. Keywords: Customer satisfaction, Technology integration, Strategic investments, Competitive advantage, Personalized services, Management insights, Digital service interfaces, Connected car features.

The Influence of Factors on Consumer Loyalty through Satisfaction at the J.CO Donuts & Coffee Restaurant at Depok City, Indonesia

The purpose of this study is to examines how restaurant atmosphere, consumer emotions, restaurant design, and service quality influence consumer satisfaction at the J.CO Donuts & Coffee Restaurant at Depok city, Indonesia. It also investigates the relationship between customer satisfaction and loyalty. A sample of 140 fast-food consumers was collected using a structured questionnaire. This paper uses partial least squares path modelling to test and validate the study’s model and hypotheses. The results suggest that consumer emotions, restaurant design, and service quality have a positive influence on consumer satisfaction. The findings also reveal increasing the effect of satisfaction on loyalty.

Determinants of Customer Satisfaction and Intention to Reuse Mobile Food Ordering Apps Among Vietnamese Consumers

The article utilizes a quantitative method to study the factors influencing consumer satisfaction and intention to continue using food delivery applications on mobile devices in Vietnam. The research team applies a research model based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) and adds four factors to suit the Vietnamese market: Online Reviews, Online Positioning, Perceived Risk, and Innovativeness. The research results show that satisfaction and the intention to continue ordering food via mobile applications are influenced by key factors such as social influence, hedonic motivation, price, online reviews, and online positioning. These findings suggest several important managerial implications for online food service providers.

Loyalitas Konsumen Berbasis Store Atmosphere, Experiental Marketing dan Kepuasan Konsumen

Loyalitas Konsumen Berbasis Store Atmosphere, Experiental Marketing dan Kepuasan Konsumen

Effect of Food Quality and Physical Environment on Robucca Café Customer Satisfaction in Malang City

In today’s competitive hospitality industry, where customer satisfaction is a crucial driver of business success, identifying the factors that significantly impact satisfaction levels is crucial for the cafe’s management to make informed decisions and enhance the overall customer experience. This research aims to investigate the impact of the physical environment and food quality at Robucca Cafe on customer satisfaction, focusing on identifying which variable among these factors has the most significant influence on consumer satisfaction. This study employed a quantitative research approach, and the participants were customers of Robucca Café. An accidental sampling method was used to select respondents among those visiting Robucca Café, resulting in 60 respondents forming the sample. The data collected will be subjected to statistical analysis, specifically multiple regression analysis using SPSS. The study’s findings reveal that, contrary to the physical environment, food quality positively and significantly influences consumer satisfaction. This suggests that Robucca Cafe may benefit from placing greater emphasis on maintaining or improving the quality of its food offerings to enhance customer satisfaction. The validity of the study’s indicators has been established through rigorous statistical analysis, further strengthening the credibility of the research findings.

Analysis of Factors Influencing Fresh Fish Consumer Satisfaction at Supermarket X, Bandung Regency

This research is entitled Analysis of Factors Influencing Fresh Fish Consumer Satisfaction in Supermarket X, Bandung Regency. The purpose of this research was to determine what factors influence consumer satisfaction with fresh fish at Supermarket X in Bandung Regency. Supermarket X is one of the largest supermarkets in Bandung Regency, which provides basic needs products such as food ingredients for cooking including the availability of fresh fish. Data was obtained through a questionnaire distributed to 104 Supermarket X customers for 1 month, from mid-April to mid-May. The type of research used is descriptive research using a quantitative approach. To determine the value of each attribute using IPA analysis (Importance Performance Analysis), The results of this research show, in calculations using IPA (Importance Performance Analysis) the consumer satisfaction factor is divided into two, namely satisfied and disssatisfied. Satisfactory attributes are product performance, reliability, durability, conformance, price affordability, price compatibility with quality, price compatibility with benefits, tangible services, reliability, responsiveness, assurance and certainty, empathy, additional costs incurred and strategic location. While the unsatisfactory attributes, namely, the affordability of prices and the superior quality of fresh fish, are still inferior to other supermarkets.

Nutrition and Nature: Means-End Theory in Crafting Sustainable and Health-Conscious Meal Kit Experiences

Meal kits have become increasingly popular as a convenient solution for consumers seeking to prepare high-quality meals at home, falling under the ready-to-cook category. The rising number of subscriptions and the growing presence of companies offering meal kit services illustrate the popularity of this industry. The aims of this study include (a) identifying consumer perceptions of the health and sustainability aspects of meal kit services; (b) exploring how these perceptions influence consumer satisfaction; (c) examining the influence of consumer satisfaction on the intention to repurchase meal kits and recommend them to others; and (d) investigating potential significant differences among meal kit users with dietary, health, and environmental concerns. This exploration encompasses the effects of meal kits’ attributes on each group’s perceived value, satisfaction, and behavioral intentions. The partial least squares technique was utilized to test the research model using SmartPLS 4. Results of the current study support findings of past research suggesting that consumer perceptions of sustainability and healthiness positively influence their satisfaction and consequently their behavioral intentions. The findings of this study also offer practical implications for meal kit companies. Since consumer satisfaction is significantly influenced by both perceived healthiness and sustainability, companies should re-consider their branding strategies by focusing more on environmentally friendly advertising that makes connections between their attributes.

Pengaruh Daya Tarik, Direct Marketing Dan Keamanan Terhadap Kepuasan Konsumen PT. Bina Mulia Perkasa

PT. Bina Mulia Perkasa as a company in Batam City which is engaged in the sale of building materials. In this case PT. Bina Mulia Perkasa feels the intense competition in the field of building materials. The strategy of each company is different so that it will become a characteristic and competitive advantage for every building materials company. Therefore, PT. Bina Mulia Perkasa must be able to compete with similar companies. The strategy used by PT. Bina Mulia Perkasa to satisfy consumers by covering attractiveness, direct marketing and security. The purpose of this research is to find out how attractiveness, direct marketing and security can influence consumer satisfaction at PT. Bina Mulia Mighty. The method uses descriptive and quantitative, with a population of 211, the sample is based on the slovin formula with a total of 138 respondents and can use probability sampling with the simple random sampling technique. Data analysis techniques through data quality testing, classical assumption testing, influence testing and hypothesis testing. The findings of the research results can be concluded that attractiveness, direct marketing and security can have a positive and significant effect partially and simultaneously on customer satisfaction at PT. Bina Mulia Mighty.

Evaluation of Using Odua Weston Jambi Hotel Services: The Influence of Internship Student Service Quality on Consumer Satisfaction

Purpose of the study: The aim of this research is to analyze the influence of student interns on service quality and consumer satisfaction in using the services of the O2 Weston Hotel in Jambi, which is an important factor in improving the guests' stay experience.
 Methodology: This research method uses a quantitative approach by randomly sampling 60 consumers of the Odua Weston Hotel in Jambi. Data was collected through a survey using a questionnaire compiled based on variables related to service quality and consumer satisfaction. Data analysis was carried out using a regression test to measure the relationship between the variables involved in this research.
 Main Findings: The research results show that there is a significant relationship between service quality and consumer satisfaction in using the services of the Odua Weston Hotel in Jambi. Regression analysis shows that service quality has a strong positive influence on consumer satisfaction, with a high and statistically significant regression coefficient value. This shows that the higher the quality of service provided by the hotel, the higher the level of consumer satisfaction.
 Novelty/Originality of this study: The novelty of this research lies in the approach of using regression methods to explore in depth the influence between service quality and consumer satisfaction at the Odua Weston Hotel in Jambi, which provides a valuable contribution in strengthening understanding of the factors that influence consumer satisfaction in the context of the hotel industry.

Formula Optimization and Product Design Analysis of Nougat with Purple Sweet Potato (Ipomoea batatas L), Cowpea (Vigna unguiculata L.) and Stevia Leaves (Stevia rebaudiana)

This study aims to determine the priority attributes of nougat with purple sweet potato, cowpea, and stevia leaves, optimize the nougat formulation from the organoleptic aspect, and determine the physicochemical characteristics of nougat. The research method used the Kano model and the central composite design (CCD) response surface methodology (RSM). The results of this study indicate that the attributes that influence consumer satisfaction are purple color, block shape, and low-calorie natural sweeteners. The optimum formulations obtained from purple sweet potato, cowpea, and stevia leaves were 20%, 1.5%, and 0.15% (Formula A14). Nougat products produce a moisture content of 6.09%-7.35%, ash content of 0.73%-1.95%, reducing sugar content of 11.50-17.11%, sucrose content of 35.14-49.38%, total color difference of 38.15-85.40; and hardness 0.357835-10.455 N. All formulations comply with SNI 3547.2-2008 (soft candy not jelly).

Influence of Product and Service Quality FOGO Brazilian BBQ Consumer Satisfaction, PIK, Jakarta

Restaurant management competition must always make changes or innovations and provide the best service to consumers so that consumers feel satisfied. Various factors influence consumer satisfaction, namely product quality and service quality. In recent times, the trend of restaurants that carry the All You Can Eat (AYCE) concept has become increasingly popular with the public, for example FOGO restaurants. The purpose of this research is to determine the effect of product and service quality on consumer satisfaction of FOGO Brazilian BBQ Pantai Indah Kapuk. The research method used is quantitative descriptive. Quantitative methods aim to test hypotheses. The independent variables are product quality (X1) and service quality (X2). The dependent variable is consumer satisfaction (Y). Data analysis using validity testing, reliability testing, classical assumption testing, and hypothesis testing. The research results show that there is an influence of product (X1) on consumer satisfaction (Y) FOGO Brazilian BBQ PIK, North Jakarta. However, there is no influence of service quality (X2) on consumer satisfaction (Y) FOGO Brazilian BBQ PIK, North Jakarta. There is an influence of product (X1) and service quality (X2) simultaneously (together) on consumer satisfaction (Y) FOGO Brazilian BBQ PIK, North Jakarta amounting to 69.1%.

Rollover service contracts: the influences of perceived value, convenience, confusion and switching costs on consumer satisfaction and service loyalty

ABSTRACT Rollover contracts are agreements that automatically renew, or ‘roll over’, when the contracted term is completed, unless the customer has previously given notice to terminate the agreement. Although ubiquitous, academic examination of this contract model is scarce, and it is not known the extent to which rollover contracts influence consumer satisfaction and individuals’ subsequent behaviors. A conceptual model was developed and tested using structural equation modeling. The data were obtained from a survey of 994 service consumers in the United States. Perceived value emerged as the strongest enabler of consumer satisfaction with rollover contracts, followed by convenience, while consumer confusion – e.g. caused by lengthy and complex contracts – has the strongest negative effect on consumer satisfaction. The strongest relationships in our model are between satisfaction and staying intentions, word of mouth, and future rollover acceptance with other firms and products. The paper presents important theoretical contributions and managerial implications.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN

This research aims to determine the influence of service quality on consumer satisfaction at UD. Laia in Hilimondrege Raya Village. This type of research is quantitative research that is causal in nature. The sample in this research consisted of 100 consumers. The analytical method used in this research is simple linear regression analysis. The results of this research indicate that there is a significant influence between Service Quality and Consumer Satisfaction at UD. Laia in Hilimondrege Raya Village. In this research, a simple linear regression equation was obtained, namely: Y = 24.008 + 0.565 on consumer satisfaction. Then simultaneously there is a positive influence between the independent variable service quality (X) on the dependent variable consumer satisfaction (Y) using the SPSS 21.0 For Windows Evaluation Version program, obtaining an R Square value of 0.612 or 61.2%. The results of the hypothesis test (t test) obtained a t value of 5.128 > a t table value of 1.661 with a degree of freedom of 98 (100-2) at = 0.05 because 0.000 < 0.05, it can be concluded that service quality influences consumer satisfaction at UD . Laia in Hilimondrege Raya Village.

A Study on the Analysis of Factors Affecting Consumer Purchase Intention of Korean Smartphone Brands: Focusing on Cameroon in Central Africa*

Purpose – An increase in the number of smartphone users and the availability of many phone brands has induced consumers to consider device features, the technology acceptance model (TAM), and switching barriers before making a purchase. As such, this paper seeks to investigate the factors (device features and switching barrier) and TAM determinants that influence the consumer satisfaction and purchase intention of smartphones. Additionally, we study the moderating effects that perceived ease of use may have on consumer purchase intention. Design/Methodology/Approach – To this end, the analysis of data (325) through structural equation modeling in AMOS seeks to examine the effect of device features, TAM determinants, and switching barriers on purchase intention. Findings – The findings demonstrate TAM (perceived usefulness) and device features (function and price) influence consumer satisfaction to varying degrees. With regards to switching barrier, switching cost has a positive influence on consumer satisfaction. Perceived ease of use moderates the relationship between device function and search intention. Finally, the study confirms the relationship between consumer satisfaction and purchase intention. Research Implications – Due to the importance of consumer satisfaction in forming purchase intention, companies should try to maximize the satisfaction of customers during interactions by providing device features that meet the need of the customer. Therefore, companies should try to identify the needs of customers. Going by TAM determinants, manufacturers have to ensure that the system technology of the smartphone is most useful for consumer day to day activities.

Pengaruh Customer Experience, dan Customer Trust, Terhadap Kepuasan Konsumen Menggunakan Uang Aplikasi (E-Money) Dana

This research aims to determine the influence of customer experience variables and customer trust variables on consumer satisfaction in the context of the use of money for community study fund applications in the Medan Amplas sub-district. It is recommended that future research should consider expanding the respondent pool to include individuals from various locations, as there are numerous users of this digital wallet. This research utilizes quantitative methods with a questionnaire-based research design, involving 97 respondents in the Medan Amplas sub-district. Data collection techniques encompass observation, questionnaires, and documentation, while data analysis employs validity, reliability, and classical assumption tests. The data analysis method involves multiple linear regression using the SPSS 20 program. The t-test results demonstrate that both the customer experience variable and the customer trust variable influence consumer satisfaction when using Dana e-money. The F-test results show that the customer experience variable and the customer trust variable simultaneously affect consumer satisfaction among those using Dana e-money in the Medan Amplas sub-district, as indicated by the calculated F-value exceeding the critical F-table value. The adjusted coefficient of determination (R Square) indicates that 32.4% of the dependent variable can be explained by the independent variables, while the remaining 67.6% is attributable to other variables not examined in this study.

Purchase intentions for cultural heritage products in E-commerce live streaming: An ABC attitude theory analysis

With the increasing popularity of e-commerce live streaming, understanding purchase intentions for cultural heritage products in this context is crucial, prompting the analysis based on the ABC attitude theory. This study investigates how creative products of intangible cultural heritage influence consumers' purchase intentions within the framework of e-commerce live streaming. It further explores the mediating influence of consumer satisfaction in this association, utilizing the ABC attitude theory. The research design encompasses dimensions related to creative products of intangible cultural heritage, e-customer satisfaction, and purchase intention. Confirmatory factor analysis and Structural Equation Modeling (SEM) are utilized to examine the research hypotheses. The study reveals that perceived product quality, perceived interactivity, and professionalism among streamer factors, as well as perceived entertainment among scene factors, positively influence consumer satisfaction. Additionally, intangible cultural heritage has a positive effect on consumers' purchase intention toward creative products of intangible cultural heritage. Furthermore, consumer satisfaction serves as a mediating factor in the relationship between perceived product quality, perceived professionalism and interactivity, perceived entertainment, and consumers' purchase intention. This study is limited to creative products of intangible cultural heritage and involved a relatively small sample size. Moreover, certain perceptual dimensions of e-commerce live streaming were excluded from the analysis. Originality/value – This study contributes to the existing literature on the ABC theory by developing a model that examines consumer satisfaction and purchase intention. The model employed in this study integrates perceptual dimensions pertaining to creative products of intangible cultural heritage within the framework of e-commerce live streaming, utilizing the ABC theory. Additionally, this research contributes to addressing a gap in the existing literature by specifically focusing on the category of creative products of intangible cultural heritage within the broader discourse on dimensions in e-commerce live streaming. Thus, this study presents numerous diverse perspectives that can serve as a basis for further research into the integration of e-commerce live streaming and cultural and creative products associated with intangible cultural heritage.

Factors That Influence Online Game Consumer Loyalty Through Consumer Satisfaction

This research aims to analyze the influence of product quality, product features, product style and design, brand image, and brand experience on consumer loyalty in the online gaming industry in the Depok, Bogor, Jakarta, Tangerang, Bekasi (Jabodetabek) area, with consumer satisfaction as an intervention variable. The results of data analysis show that online game product quality does not have a significant influence on consumer satisfaction, and the same thing applies to the direct influence of product quality on consumer loyalty. Online game product features also do not have a direct influence on consumer satisfaction and loyalty. Product style and design do not directly influence consumer satisfaction and loyalty in online games. However, brand image has a direct influence on consumer satisfaction, while brand experience has a direct influence on satisfaction. Consumer satisfaction, in turn, has a positive impact on consumer loyalty. Some factors, such as product quality, product features, and product style and design, may have an indirect influence on loyalty through satisfaction. Therefore, this research provides valuable insights for companies in developing marketing strategies and increasing consumer loyalty in the online gaming industry in the Depok, Bogor Jakarta, Tangerang, Bekasi (Jabodetabek) area.

The influence of service quality and price on consumer satisfaction

This research aims to determine the effect of service quality and price on consumer satisfaction with Ayam Geprek Misu Cilenggang, both partially and simultaneously. The method used in the research is an associative quantitative method. The sampling technique used is nonprobability sampling. The sampling method used the Slovin formula, and the sample obtained in this study comprised 92 respondents. Data analysis uses multiple linear regression tests. The research results show that service quality influences consumer satisfaction, price variables influence consumer satisfaction, and service quality and price influence consumer satisfaction at Ayam Geprek Misu Cilenggang.

Examining consumer experience in a gourmet food hall: Impacts on satisfaction and behavioural intentions

The restaurant attributes have been demonstrated to influence diners’ satisfaction and loyalty significantly and it is associated with the moderating variables of age, income and education. The study objectives are: (a) to explore the consumer experience in a gourmet food hall; (b) to examine quality factors influencing consumer satisfaction, which in turn leads to loyalty; and (c) to analyze the moderating effect of demographic traits on customer satisfaction and loyalty. This study analyses the relationship between these variables, specifically in a gourmet food hall. For the data analysis, exploratory factor analysis and structural equation modelling analysis were used to obtain the significant factors and identify the satisfaction and loyalty predictors. The results determined that price, food attribute, service and atmosphere affect consumer satisfaction and loyalty. Furthermore, age, income level, and education play a moderating role in satisfaction and loyalty. These results indicate that consumers in the gourmet food hall prioritize restaurant features, satisfaction, and loyalty, which are shaped by age, income, and education.

Pelatihan Pelayanan Prima di KSPPS BMT KUBE COLOMADU SEJAHTERA

This service aims to improve the quality of human resources and the performance of KSPPS BMT KUBE COLOMADU SEJAHTERA employees by providing excellent service training to KSPPS BMT KUBE COLOMADU SEJAHTERA employees. The focus of the training is on efforts to improve employee performance so that they can provide an understanding of the importance of excellent service in internal and external interactions, Equip participants with an understanding of consumers as individuals who have many desires and perceptions about a product (service), Equip participants with the ability to provide excellent service, and be able to know the factors that influence consumer satisfaction and various methods of measuring excellent service. Enabling participants to be able to handle various complaints, access to financial institutions, both conventional and sharia, as well as financial technology. The approach used in this activity is to carry out training activities for employees to significantly improve the performance of BMT employees. It is hoped that the results of the training will be able to motivate and provide the skills needed for employees to provide excellent service to their customers. Excellent service to BMT customers will increase customer comfort and loyalty to BMT Kube Colomadu