Influence Consumer Satisfaction Research Articles

The impact of CSR and green consumption on consumer satisfaction and loyalty: moderating role of ethical beliefs.

The present study introduces an innovative conceptual framework for analyzing the influence of corporate social responsibility and green consumption on customer satisfaction and loyalty. The study employed a quantitative methodology, wherein data was gathered through face-to-face surveys from a sample of 329 participants in Pakistan during the period from November 2022 to February 2023. The collected data was subsequently subjected to analysis using partial least squares structural equation modeling (PLS-SEM). The results demonstrate that corporate social responsibility (CSR) has a significant and positive impact on consumer satisfaction, which subsequently serves as a significant predictor of loyalty. The research findings indicate a significant correlation between consumers' ethical beliefs, specifically idealism and relativism, and their engagement in green consumption. Furthermore, it is observed that green consumption positively influences consumer satisfaction. Additionally, the research revealed that the variables of idealism and relativism do not exert a moderating influence on the association between corporate social responsibility (CSR) and consumer satisfaction. The results underscore the significance of managers directing their attention towards cultivating more robust customer relationships through the prioritization of satisfaction within their corporate social responsibility (CSR) initiatives. This study aimed to assess a theoretical framework that delineates the fundamental connections between corporate social responsibility (CSR), green consumption, consumer satisfaction, and loyalty. While prior research has predominantly concentrated on corporate viewpoints and employee attitudes towards CSR, this research sought to fill the gap by examining the aforementioned relationships from a consumer perspective.

Pengaruh Harga, Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Usaha Sablon Saka Domdem Malang

This study discusses the effect of price, product quality, and service quality on consumer satisfaction in the Saka Domdem Malang screen printing business. The research objective to be achieved is to know and analyze price, product quality and service quality partially or simultaneously on consumer satisfaction in screen printing business Saka Domdem Malang. This study used sampling data of 100 consumers of Saka Domdem Malang by distributing questionnaires using quantitative data types. The results of the T test show that product quality and price have a positive or significant effect on consumer satisfaction. Service Quality Variable has a positive and significant effect on Customer Satisfaction. And the results of the F test show that the variables Price, Product Quality and Service Quality simultaneously influence Consumer Satisfaction in the Saka Domdem Malang Screen Printing Business.

Determinant of Shopee Xpress consumer satisfaction in Jakarta Greater Area

Logistics plays an important role in facilitating corporate trade by providing the necessary services to deliver goods from producers to consumers. Therefore, it is important to consider consumer attitudes and behaviours related to consumer satisfaction with the services provided by logistics companies. The research aims to analyse the effect of service quality, price perception, and promotion on consumer satisfaction of Shopee Xpress consumers and to determine which variables are the most dominant. The analysis method used in this research was partial least square. The test stages conducted were convergent validity test discriminant validity, composite reliability, Cronbach’s alpha, R-square, F-square, predictive relevance, goodness of fit, and path coefficient. The data used in this research were obtained from questionnaire instruments and valid data of 120 respondents were collected. The sampling method in this research is nonprobability sampling with the technique of purposive sampling. The results showed that the variables of service quality and promotion influenced consumer satisfaction, but the variable of price perception did not influence consumer satisfaction and the most dominant variable on consumer satisfaction is the promotion variable. The variables of service quality, price perception, and promotion affected Shopee Xpress consumers around the Jakarta Greater Area simultaneously. The research results prove that the three variables studied determine consumer satisfaction with users of the Shopee Xpress delivery service in the Greater Jakarta area. This research is focused on companies where more people will choose to use the services provided, supported by promotions and the perception of adequate prices, and the results provide practical recommendations for improving the quality of service of these same companies in the future

Operationalizing Customer-perceived Value as an Emergent Variable: Empirical Evidence from Mobile Food Ordering and Delivery Applications

Customer-perceived value (CPV) has been a focal point in marketing literature, typically modelled as a reflective construct centred on the balance of benefits over costs, which in turn influences consumer satisfaction and subsequent behaviour. However, recognizing the multifaceted nature of CPV and its dependency on specific contexts, this study introduces a novel methodological approach by treating CPV as an emergent artifact. In doing so, we provide an alternative means to conceptualize and operationalize CPV, accommodating its diverse determinants across different sectors. Using data from an online survey of users of mobile food and delivery applications (MFODAs), we demonstrate the application and utility of this methodological shift, employing partial least squares path modelling (PLS-PM) to validate our approach. This study underscores the potential for marketing scholars to adapt and tailor the CPV construct based on the nuances of individual industries, offering both academic and practical insights into its formulation and implications.

Halal-organic meat: a successful business and humanitarian model

This study develops a conceptual model that investigates how self-determination needs, religiosity, and features of halal-organic meat influence consumer satisfaction and meat-purchasing behavior; these in turn affect healthy life expectancy, health- and food-related quality, and tranquility of life. In Bangladesh, a Muslim-majority country, organic meat producers usually sell halal meat without certifying or labeling it as such. According to the study, if meat producers market products that are both halal and organic, they will appeal to Muslim customers in religious and health-related contexts. This may lead to a significant increase in meat sales, thereby assisting more businesses in profits. The study used Purposive sampling to collect 985 data points from consumers who buy organic meat through four marketing channels: supermarkets, municipality corporate markets, open-air markets, and online markets. The data were analyzed using SmartPls 3.0. The results confirm that five independent variables—autonomy, competency, relatedness, religiosity, and halal-organic food—directly and positively influence consumers’ satisfaction with and continuance of halal-organic meat-purchasing behavior. The study also suggests that consumer satisfaction positively impacts halal-organic meat-purchasing behavior. This positively and significantly influences three dependent variables: consumers’ desire to maintain a healthy life expectancy, health- and food-related quality, and tranquility of life. The findings further indicate that halal-organic meat-purchasing behavior mediates the relationships between the study’s five independent variables and three dependent variables. This study investigates the new, growing theory of self-determination in relation to organic and halal food-purchasing research, which few studies have investigated. Although the literature surrounding halal and organic meat is not new, this study is the first to combine these two fields into a distinct body of knowledge. Furthermore, this is the first study to introduce the constructs of tranquility and life expectancy in organic and halal food-purchasing behavioral research.

Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Pengguna Jasa Industri Konveksi Pada Kecamatan Negeri Besar Kabupaten Way Kanan

The factors that influence consumer satisfaction in the State Besar District, Way Kanan Regency which will be examined by the author include product quality, price, and service. This study aims to analyze the effect of product quality, service quality, and pricing on user satisfaction of the convection industry in Negeri Besar District, Way Kanan Regency. This type of research uses case study research. The research method used in this study is a descriptive method with a quantitative approach. The sample in this study was 65 respondents who were taken by accidental sampling technique. Data were collected using a questionnaire sheet and analyzed using Multiple Linear Regression Analysis. The results showed that the quality of the product obtained a tcount value of 2,497> ttable 2. 000 and a significant value of 0.018 <0.05, meaning that product quality affects service user satisfaction. The service obtained a value of tcount 2,719 > ttable 2,000 and a significant value of 0.009 < 0.05, meaning that service has an effect on service user satisfaction. The price has a tcount value of 0.893 < ttable 2,000 and a significant value of 0.375 > 0.05, meaning that the price has no effect on service user satisfaction. While the results of the F test (simultaneous) obtained Fcount of 41.230 and Ftable value of 2.760, meaning that product quality (X1), service (X2), price (X3) simultaneously affect the dependent variable,namely service user satisfaction (Y). 65.3% of the role of the variable quality of product,service, price is able to explain the variable of service user satisfaction, while 34.7% isinfluenced by other factors not examined in this study.

Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen Mcdonald’s Darmo Surabaya

This study aims to see the effect of service quality on customer satisfaction at McDonald Darmo Surabaya. This type of research is quantitative with information described in the form of numbers as a tool to obtain information regarding what is known. The population used is McDonald Darmo Surabaya consumers with a sample of 100 people determined through the use of purpsove sampling. The results obtained show that service quality significantly affects customer satisfaction at McDonald Darmo Surabaya, through the t test obtained a sig value of 0.000 (<0.05) which indicates the hypothesis for service quality at McDonald Darmo Surabaya has a significant effect on customer satisfaction at McDonald Darmo Surabaya is accepted. Then through the coefficient of determination test, a value of 0.720 or 72.0% is obtained which reflects the dimensions of service quality in influencing consumer satisfaction, namely 28%, while the rest is influenced by external variables.

PRICE, SERVICE QUALITY, CUSTOMER TRUST AND SAFETY INFLUENCE TOWARDS CUSTOMER SATISFACTION ON ONLINE TRANSPORTATION

This study intends to fill a vacuum in prior research by investigating the effect of pricing, service quality, customer trust, and safety on consumer satisfaction in online transportation. The data was obtained using a Google form and the hypotheses were tested using the Statistical Package for the Social Sciences (SPSS) version 26. According to the findings, price has a big impact on customer satisfaction when it comes to online transportation. This study's findings differ with the previous study's findings, which revealed that pricing has an insignificant effect on consumer satisfaction. The findings also demonstrate that the quality of service has a major impact on consumer satisfaction in online transportation. The findings also reveal that safety has a big impact on customer satisfaction when it comes to online transportation. The limitation of this study is that it only has four independent variables, which are pricing, service quality, customer trust, and safety, and the respondents are limited to 200. Future research can include more factors that influence consumer satisfaction with online transportation, and the number of respondents can be increased, allowing future researchers to obtain different conclusions from this study.

THE DIGITAL MARKETING TO INFLUENCE CUSTOMER SATISFACTION MEDIATED BY PURCHASE DECISION

Consumer satisfaction and purchasing decisions made by consumers have always been a concern of marketers, taking into account these two aspects can encourage businesses to develop. Digital marketing is one of the factors that can shape consumer satisfaction and purchase decisions. For this reason, this study aims to prove whether there is an influence between digital marketing on purchasing decisions and consumer satisfaction, the influence of purchasing decisions on consumer satisfaction, and to prove whether purchasing decisions can mediate the relationship between digital marketing and customer satisfaction. This study, using Structural Equation Modeling (SEM) Partial Least Squares (PLS) analysis to test the hypothesis. This study also using a non-probability sampling method through a judgmental sampling technique. The minimum number of samples in using SEM is 100-200 samples, and this study uses a sample of 100 respondents. The results of the study show that digital marketing influences purchasing decisions and also influences consumer satisfaction. Other findings show that purchasing decisions have a positive effect on consumer satisfaction. The research findings also show that purchasing decisions can positively mediate the relationship between digital marketing and consumer satisfaction. The findings of this study have practical implications especially transformations in digital-based marketing strategies. The use of various digital marketing strategies such as email marketing, search engine optimization, search engine marketing, content marketing, social media marketing, etc., can help companies or marketers to increase consumer decisions in making purchases which at the last can build their satisfaction.

EFFECTS OF E-BANKING ON CONSUMER SATISFACTION AND ITS POTENTIAL CHALLENGES: A CASE OF PRIVATE BANKS IN PUNJAB

The adoption of E-banking by private banks in Punjab has seen momentous growth in modern era. This growth can be attributed to several factors, including the increasing penetration of smartphones, improved internet connectivity, and evolving consumer preferences. The primary objective of this study was to evaluate consumer satisfaction levels concerning E-banking initiation provided by exclusive banks in Punjab, Pakistan. Additionally, the study aimed to identify the key components that influence consumer satisfaction with E-banking in private banks in Punjab. These factors include service quality, security, user experience, and innovation. To conduct this study, a quantitative cross-sectional approach was employed, and the sample size consisted of 200 customers. The obtained reliability of the study fell within an acceptable range. The results of this research provide significant insights into the complex relationship between E-banking adoption, the various influencing factors, and overall customer satisfaction levels in private banks in Punjab. Unequal access to technology and digital literacy can limit the benefits of E-banking to certain segments of the population, potentially leading to dissatisfaction among excluded groups. Banks should work on bridging this divide to ensure broader customer satisfaction. Private banks in Punjab must continue to innovate and adapt to evolving customer expectations to maximize the benefits of E-banking and maintain high levels of consumer satisfaction.

Understanding Tourists’ Perception Toward Local Gourmet Consumption in the Creative City of Gastronomy: Factors Influencing Consumer Satisfaction and Behavioral Intentions

ABSTRACT Restaurants in tourist destinations, particularly Phuket’s Creative City of Gastronomy, are essential to the tourism sector as food substantially influences tourists’ satisfaction. Here, we analyzed tourists’ online review sentiments toward restaurants recognized by Michelin in a UNESCO City of Gastronomy using Naïve Bayes Modeling. We identified four main attributes of the tourists’ experience: food quality, service, ambience, and price fairness. Additionally, we integrated the results from big data analysis into importance – performance analysis, strongly demonstrating that improving price fairness and service attributes in local food restaurants enhanced the perceived image of a gastronomic destination. Moreover, local food could be an essential factor that attracted tourists, and tasting local food was among the most crucial tourist experiences in Phuket. Promoting local identity and cuisine, as well as enhancing food-related tourism activities, can improve tourists’ experiences and increase positive reviews and customer satisfaction.

Pengaruh Retailing Mix Dan Service Quality Terhadap Kepuasan Konsumen Pada Bolly Sila Kabupaten Bima

Consumer satisfaction will be formed if it can meet the basic expectations of consumers. Many factors influence consumer satisfaction, including Retailing Mix and Service Quality. The purpose of this research is to determine whether there is an influence of Retailing Mix on customer satisfaction at Bolly Sila Bima Regency, to determine whether there is an effect of Service Quality on customer satisfaction at Bolly Sila Bima Regency and to determine whether there is an effect of Retailing Mix and Service Quality on customer satisfaction at Bolly Sila Bima Regency. The population in this study were consumers of Bolly Sila, Bima Regency, who had shopped at Bolly Sila, Bima Regency. The sample was determined by accidental sampling technique with 60 respondents. The data collection method used was a questionnaire (questionnaire), observation and literature study. Data analysis techniques used in this study were instrument tests (validity test and reliability test), multiple linear regression analysis, T test, f test, correlation coefficient and determination coefficient using the SPSS 20 program. Based on the results of data processing with the T test method, and F test, it is known that the Retailing Mix and Service Quality variables simultaneously have a significant effect on Consumerr Satisfaction at Bolly Sila, Bima Regency. Partially, the results of this study indicate that the Retailing Mix variable has a significant effect on consumer satisfaction at Bolly Sila, Bima Regency. Meanwhile, Service Quality has no significant effect on Consumer Satisfaction at Bolly Sila, Bima Regency.

Pengaruh Retailing Mix Dan Service Quality Terhadap Kepuasan Konsumen Pada Bolly Sila Kabupaten Bima

Consumer satisfaction will be formed if it can meet the basic expectations of consumers. Many factors influence consumer satisfaction, including Retailing Mix and Service Quality. The purpose of this research is to determine whether there is an influence of Retailing Mix on customer satisfaction at Bolly Sila Bima Regency, to determine whether there is an effect of Service Quality on customer satisfaction at Bolly Sila Bima Regency and to determine whether there is an effect of Retailing Mix and Service Quality on customer satisfaction at Bolly Sila Bima Regency. The population in this study were consumers of Bolly Sila, Bima Regency, who had shopped at Bolly Sila, Bima Regency. The sample was determined by accidental sampling technique with 60 respondents. The data collection method used was a questionnaire (questionnaire), observation and literature study. Data analysis techniques used in this study were instrument tests (validity test and reliability test), multiple linear regression analysis, T test, f test, correlation coefficient and determination coefficient using the SPSS 20 program. Based on the results of data processing with the T test method, and F test, it is known that the Retailing Mix and Service Quality variables simultaneously have a significant effect on Consumerr Satisfaction at Bolly Sila, Bima Regency. Partially, the results of this study indicate that the Retailing Mix variable has a significant effect on consumer satisfaction at Bolly Sila, Bima Regency. Meanwhile, Service Quality has no significant effect on Consumer Satisfaction at Bolly Sila, Bima Regency.

FAKTOR YANG MEMPENGARUHI KEPUASAAN KONSUMEN DALAM MEMILIH KULINER TRADISIONAL KOTA BOGOR

The condition of culinary tourism in Bogor is dominated by modern cuisine, which has led to the exclusion of traditional cuisine. This research aims to determine the factors influencing tourist or consumer satisfaction in choosing traditional culinary delights in Bogor City. The method used in this study is quantitative. The analysis used in this research to determine the level of feasibility of the questionnaire used was the validity and reliability test to test the questionnaire for determining the attributes of tourist or consumer satisfaction. The subsequent analysis used in this research is a regression analysis to determine the factors influencing consumer satisfaction in choosing traditional culinary delights in Bogor City. The research results show that culinary products can make tourists or consumers satisfied. Bogor City's traditional culinary products consist of a variety of products with varying levels of taste, quality, presentation, and packaging. The price, service, or motivation don't affect tourist satisfaction when choosing culinary.

Attributes influencing responsible tourism consumer choices: Sustainable local food and drink, health-related services, and entertainment

Research background: This research focused on identifying attributes of tourism services which are guided by a responsible vision and which seek to achieve consumer satisfaction with products that respect sustainability principles. Responsible consumer choices were defined as those formed by an orientation toward sustainable local food and drink, health-related services, and entertainment. Purpose of the article: This research had two aims. The first was to create and validate a measurement scale assessing tourists' motivations with regard to three responsible tourism service dimensions. The second was to evaluate how tourists' responsible choices affect their satisfaction. Methods: The methodology included exploratory factor analysis, confirmatory factor analysis, and structural equation modeling to test the hypothesis developed based on a literature review. The convenience sample was made up of tourism service users. Findings & value added: The results include a broad measurement tool that can be applied in other fields of research to detect which variables influence consumer satisfaction. The proposed model incorporates significant determining factors, namely, key aspects affecting tourism service selection by clients focused on sustainability and responsible consumption. Based on a market orientation (MO) perspective, the findings contribute to the existing literature on stakeholder theory (ST) and dynamic capability theory (DCT). The value added comprises a better understanding of responsible tourism consumers' choices based on a three-part theoretical framework (i.e., MO, ST, and DCT).

The Customer Satisfaction as an Antecedent of Purchase Decision in the Post Pandemic Era

Objectives: People's consumption habits have changed because of the pandemic which has been ongoing for about a year. The government's execution of the PSBB strategy has had a significant negative impact on local economic activity, particularly the food industry. Regional food and souvenirs are among the most potential industries that may grow following the COVID-19 pandemic. people visit one of these places since it has its own distinctive qualities and to remember, people bring home some souvenirs. The goal of this study is to determine whether consumer satisfaction can affect buying choices following the Covid-19 epidemic. Methodology: The study's quantitative approach makes use of purposive sampling of 100 participants and structural equation modeling (SEM) analysis methods with SmartPLS 3.0 software.Finding: The findings of the study indicate that product quality, brand image, and sales promotion significantly impact purchasing decisions. This suggests that these factors play a crucial role in shaping consumer choices. Additionally, the study reveals that purchasing decisions significantly influence consumer satisfaction. The level of consumer satisfaction with a product positively correlates with the likelihood of choosing to buy Tebing Tinggi's souvenir items. These findings highlight the importance of consumer happiness in influencing buying decisions, particularly in the post-Covid-19 epidemic environment. Conclusion: This study demonstrates that consumer satisfaction can indeed affect buying choices following the Covid-19 epidemic. The results emphasize the significance of product quality, brand image, and sales promotion in shaping purchasing decisions. Moreover, the study underscores the importance of consumer satisfaction as a determinant of buying behavior. These findings have implications for businesses operating in the post-pandemic environment, highlighting the need to prioritize factors that contribute to consumer happiness in order to drive sales and improve overall customer satisfaction.

Sustainability-oriented commerce innovation: How does it influence consumer satisfaction?

PurposeInnovation and sustainability are two key factors for retailers seeking a competitive advantage. However, the way in which the joint effect of both of these variables impacts consumer satisfaction is still unknown. To address this gap, based on the concept of sustainability-oriented service innovation (SOSI), the authors introduce a new construct named sustainability-oriented commerce innovation (SOCI) in the context of the retail sector.Design/methodology/approachThe relationships between the variables defined in this research were examined using a structural equations model for 510 customers of grocery retail establishments.FindingsThe authors find support for a direct positive impact of SOCI on customer satisfaction and an indirect impact through store equity. These chained effects are modified according to the client participation in the development of sustainable and innovative initiatives.Originality/valueThis research analyses the joint effect of innovation and sustainability in the retail context by introducing a new concept – SOCI – and a scale for its measurement whose psychometric properties are validated.

Analysis of Factors Affecting Consumer Satisfaction and Their Impact on Green Product Consumer Loyalty

This study aims to examine and analyze the factors that influence consumer satisfaction and their impact on green product consumer loyalty. The population in this research is Starbucks consumers in the city of Jakarta, after that the illustrations are obtained by using the proportional random sampling method. This type of research is descriptive qualitative. The test was carried out by using question and answer questions to Starbucks customers. The results of the analysis support what is being monitored, so that it can be concluded that the respondents have been aware of what Starbucks has tried, which in this research examines the brand image of green product Starbucks with the assumption that service quality has a positive effect to customer happiness, brand views have a positive influence on customer happiness.

PENERAPAN ANALISIS FAKTOR UNTUK MENGIDENTIFIKASI FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN TERHADAP PENJUALAN SARI ROTI

This study aims to apply factor analysis to identify factors that affect consumer satisfaction with bread cider sales. Consumer satisfaction is a key factor that affects the success of a business, especially in the food and beverage industry. In the context of cider sales, factors that can affect consumer satisfaction include product quality, price, customer service, and brand image. The research method used is a survey using a structured questionnaire. The sample of this study is consumers who have purchased and consumed bread juice within a certain period of time. The collected data is analyzed using factor analysis techniques to identify factors that are significant in influencing consumer satisfaction. The results showed that there are several factors that play an important role in influencing consumer satisfaction with bread cider sales. These factors include product quality, affordable prices, friendly and responsive customer service, and a positive brand image. Product quality is the most dominant factor affecting customer satisfaction, followed by customer service and price. In addition, brand image also has a significant influence on consumer satisfaction. The results of this study have important implications for sari roti business managers in increasing consumer satisfaction and their sales. By understanding the factors that affect customer satisfaction, business managers can take strategic steps in improving product quality, improving customer service, and strengthening their brand image. This research can also be a reference for future research on consumer satisfaction in the food and beverage industry, especially in bakery products

Omnichannel Changing Hedonic Motivational Behavior? Creating Shopping Experience and Satisfaction Against Consumer Loyalty

Omnichannel is a new channel that can solve the current problems with consumers. The main objective of this study is to analyze whether there is an influence of omnichannel media on the nature of the hedonic motivation of consumers in making transactions. This study uses a quantitative approach to the survey method. Respondents in this study were 250 respondents spread throughout Indonesia using Smart-PLS 3. The results of this study where Consumer Experience affects Consumer Loyalty, where a good consumer experience will increase consumer loyalty. Consumer Satisfaction affects Consumer Loyalty; if consumers are satisfied, it will increase customer loyalty. Habit influences the Consumer Experience, where consumer habits in buying a product or service will enhance the consumer experience. Habit influences Consumer Satisfaction, where positive habits when purchasing a product or service will increase consumer satisfaction. Hedonic motivation affects the Consumer Experience, where integrated online and offline purchasing channels will make it easier for consumers to shop.