Key Drivers Of Customer Satisfaction Research Articles

Brand Experience and Service Quality: Key Drivers of Customer Satisfaction in Gojek Apps

This study analyzes the impact of brand experience and perceived service quality on customer satisfaction with Gojek and its implications in the context of transportation services. Using a quantitative method, primary data were collected from students at Universitas Pembangunan Panca Budi who used Gojek's services. The analysis indicates that both brand experience and perceived service quality significantly influence customer satisfaction. These findings complement previous research highlighting the crucial role of customer satisfaction in branding. The practical implications of this study underscore the importance for Gojek to focus on brand experience and service quality to enhance customer satisfaction and maintain its competitiveness in the digital transportation service market.

A Topic-Based Segmentation Model for Identifying Segment-Level Drivers of Star Ratings from Unstructured Text Reviews

Online reviews provide rich information on customer satisfaction, displaying various numeric ratings as well as detailed explanations presented in written form. However, analyzing such data is challenging due to the unstructured nature of text. This article introduces a novel machine-learning method for identifying interpretable key drivers of star ratings from text reviews, which might vary across segments. By adopting the Ising model prior to account for dependence between words, the model simultaneously achieves segmentation, identifies segment-level key topics (i.e., groups of frequently co-occurring words), and estimates the impacts of the selected words on the ratings. The authors first demonstrate that the proposed model successfully identifies segment-specific key drivers of customer satisfaction using illustrative simulated review data. Then, the authors utilize real-world reviews from Yelp for empirical applications. When applied to online reviews of 5,241 Arizona-based restaurants, the model identifies three distinct restaurant segments, each characterized by three to five important topics. The model's performance is evaluated against six benchmark models, encompassing various topic models and latent class regression with variable selection. The comparison results emphasize the proposed model's unique advantages in prediction, interpretability, and handling heterogeneity. Additionally, the authors demonstrate the applicability of the model in examining customer segmentation for individual restaurants.

A Study on Customer-centric Marketing of Tork Motors(e-vehicle) at V-One Moteurx Pvt Ltd

This study aims to investigate the level of customer satisfaction within the Tork Motors(E-vehicle) at V-One Moterux PVT LTD. Customer satisfaction is a crucial factor influencing productivity, Customer retention, and overall organizational success. By examining the organizational climate and customer response, this research seeks to identify key drivers of customer satisfaction and potential areas for improvement within the company. The paper work will show in detail how companies can benefit from creating a strong customer centric marketing, and how that the customer perceptions and suggestions can have an impact on increasing their sales. These include customer satisfaction, customer preference towards E-vehicle, effects of the customer-centric technology on customer satisfaction, customer centric leadership on customer satisfaction and customer centric process on customer satisfaction. Customer centric marketing is a marketing approach the prioritizes the customer needs and interest in all decisions related to advertising, selling and promoting products and services, creating a positive customer experience.

Key Drivers of Customer Satisfaction on the E-Commerce Business

To survive in the e-retail business, current online retailers should compete with others to retain their customers. Tremendous efforts are required to meet the expectations of demanding online customers. This means that online businesses should understand what key factors determine customer satisfaction to survive in the current e-commerce business. The aim of this paper is to analyze the key factors of customer satisfaction for e-commerce companies. The methodology of this study is based on the work of (Yoon, 2007), which consists of customer service, fulfilment/reliability, ease of use, product/service offering, and security and privacy. The world's two leading e-commerce companies - Amazon and eBay - were selected as best practice examples for this case.

Omni-Channel Intensity and Shopping Value as Key Drivers of Customer Satisfaction and Loyalty

Omni-channel retailing consists of the complete alignment of the different channels and touchpoints that generate a seamless experience for consumers, allowing them to move freely through all channels. The consumer’s perception of a seamless and consistent omni-channel experience is called intensity. This study reveals that this intensity in the shopping experience can offer value to consumers, and that intensity and shopping value also influence satisfaction and loyalty. We propose a relationship model that had been tested in a quantitative study with PLS, with a representative sample of buyers who had used the Click and Collect system. The main contribution of this study is to the literature on the analysis of omni-channels from the consumer experience perspective, through an in-depth analysis of the concepts of intensity and shopping value, as well as their relationship with satisfaction and loyalty. The results revealed the existence of a positive relationship between intensity and shopping value, and between these two variables and satisfaction and loyalty.

Data-Driven Approach for Enhancing Customer Satisfaction: A Case Study in Service Operations Management

In today's highly competitive business environment, companies are increasingly focusing on enhancing customer satisfaction to improve customer loyalty and drive business growth. In this context, the use of data-driven approaches can provide valuable insights for companies to improve their service quality and customer experience. This paper presents a case study in service operations management, where a data-driven approach is used to enhance customer satisfaction. We employ a dataset of customer feedback from a service company and proposes a deep learning (DL) algorithm learn to identify the factors that affect customer satisfaction. The results show that the proposed data-driven approach is effective in identifying the key drivers of customer satisfaction and in providing actionable insights for service improvement. We highlight the potential of our DL approach for enhancing customer satisfaction and provides insights for service companies to improve their customer experience based on the analysis of customer feedback.

Efekti društvenog okruženja na nameru potrošača da koriste mobilnu trgovinu

The widespread use of mobile phones has contributed to their use in business purposes, primarily in the area of commerce and financial services. In the contemporary digital environment, mobile commerce is the field of business activity which is in continuous expansion. In recent years, the use of mobile commerce in the Republic of Serbia also has high growth rates. In accordance with the concepts of numerous studies in the field of mobile commerce, the aim of this paper is to identify the key drivers of customer satisfaction and intentions to use the mobile services. The proposed research model includes two key variables contained in many technology acceptance models - the performance expectancy/usefulness and the effort expectancy/ease of use, but the model is particularly focused on the social environment presented through two components: personal influence and social networks. The survey was conducted on a sample of 402 respondents. The relationships between the variables of the research model were analyzed, regarding the use of mobile commerce, at the level of two segments of respondents: innovators and followers. Application of a multi-group analysis and segmentation of the respondents on the basis of this specific criteria gives special value to this paper. The paper provides useful practical implications, particularly in the field of use of social networks in order to create promotional and educational campaigns through which citizens can learn about the characteristics, benefits and the use of mobile commerce.

A regularized spatial market segmentation method with Dirichlet process—Gaussian mixture prior

Spatially referenced data are increasingly available thanks to the development of modern GPS technology. They also provide rich opportunities for spatial analytics in the field of marketing science. Our main interest is to propose a new efficient statistical framework to conduct spatial segmentation analysis for restaurants located in a metropolitan area in the U.S. The spatial segmentation problem poses important statistical challenges: selecting the optimal number of underlying structures of market segments, capturing complex and flexible spatial structures, and resolving any possible small sample size issue which can be typical in latent class analysis. Existing approaches try to tackle these issues in heuristic ways or seem silent on them. To overcome these challenges, we propose a new statistical framework based on regularized spatial mixture regressions with Dirichlet process integrating ridge or lasso regularization. Our simulation study demonstrates that the proposed models successfully recover the underlying spatial clustering structures and outperforms two existing benchmark models. In the empirical analysis using online customer satisfaction data from the Yelp, our model provides interesting insights on segment-level key drivers of customer satisfaction and interpretable relationships between regional demographics and restaurants’ characteristics.

Voice of airline passenger: A text mining approach to understand customer satisfaction

This paper investigates the key drivers of customer satisfaction and dissatisfaction towards both, full-service and low-cost carriers and also towards, economy and premium cabins. Latent Semantic Analysis - a text mining and categorisation technique ─ is applied to analyse online user-generated airline reviews. Over five thousand passenger reviews for fifty (50) airlines were collected from the online review site, TripAdvisor. Findings show that there are fundamental differences in the drivers of passenger satisfaction depending on the class of air travel purchased, and whether the airline is a low cost or a full service carrier. Friendliness and helpfulness of staff are the key factors for those travelling in Economy Class, product value is key for those in premium cabins, and a low price is the key satisfaction driver for those that choose to travel on a low cost airline. The research also shows that the service attributes seat comfort and legroom, luggage/flight disruptions and staff behaviours are the main reasons for passengers’ dissatisfaction among all groups. This study provides an alternative customer satisfaction analysis for managers to hear the voice of their customers by using a well-established text mining technique and by analysing the reviews of satisfied and dissatisfied customers.

Service quality and customer satisfaction in liner shipping

Purpose – This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction. Design/methodology/approach – The indicators of SQ in liner shipping were identified from reviewing the literature and interviewing six qualified industry practitioners. An online survey was then administered to 183 liner shippers in Singapore. Subsequently, exploratory factor analysis and regression analysis were conducted. Findings – SQ in liner shipping can be represented by four key quality dimensions. In descending order of their impact on customer satisfaction, they are reliability, speed, responsiveness and value. Service differentiation by time-related attributes results in greater customer satisfaction than practising cost leadership in liner shipping. Research limitations/implications – Allocation of resources to develop SQ in liner shipping should mirror the priorities established in this research. In addition, the developed measurement model for SQ can serve as a reference for liner shipping firms to assess the quality of their services. Originality/value – A parsimonious and updated set of variables can now be used to represent SQ in the liner shipping sector. The paper also identifies the key drivers of customer satisfaction in liner shipping.

The relationship between employee and customer satisfaction in the balanced scorecard

This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.

The Impact of Service Quality and Price on Customer Satisfaction – A Preliminary Study of a Mall and its Customers in Bangalore

India’s retail and logistics industry, organized and unorganized in combination, employs about 40 million Indians 3.3% of Indian population The typical Indian retail shops are very small. Over 14 million outlets operate in the country and only 4% of them being larger than 500 sq. ft. in size. India has about 11 shop outlets for every 1000 people. Vast majority of the unorganized retail shops in India employ family members, do not have the scale to procure or transport products at high volume wholesale level, have limited to no quality control or fake-versus- uthentic product screening technology and have no training on safe and hygienic storage, packaging or logistics. The unorganized retail shops source their products from a chain of middlemen who mark up the product as it moves from farmer or producer to the consumer. The unorganized retail shops typically offer no after-sales support or service. Finally, most transactions at unorganized retail shops are done with cash, with all sales being final. But there are only few Classes of people who go to Mall for their products, to meet the necessity of living in cities. Most of the people in our country occasionally go to the Mall to enjoy ethnic and to show off their life style. The main purpose of this study is to identify some key drivers of customer satisfaction on Mall services. The study covers the opinion of Mall goers in Bangalore city. This Paper is based on the preliminary study. Primarily, we contacted with fifty customers for their valuable opinion regarding Mall services in Bangalore. All the fifty customers gave their spontaneous response in this regard. Chi-square test has been applied for testing hypothesizes by using SPSS software. This study aims to link some factors of service quality and price fairness of Mall with the customers’ satisfaction. This study is to find out that customers of Mall have negative impression about product and service quality fairness, price fairness, staff’s service, environment of the Mall, image of the Mall and loyalty of the Mall. The study suggests emphasizing on those critical issues to attract new customers and retain existing customers.

A cross-sectional, multivariate, disaggregated study on impact of key drivers of customer satisfaction on brand perception and loyalty in selected hotel chains of India

The key to sustained business performance for any organisation lies undoubtedly with the customer loyalty towards that organisation. But to keep them remain loyal towards the organisation is an important challenge for most of the businesses today across the globe and across the sectors like hotels, banks, etc. The present study views a hotel as an integrated system that needs to be managed and measured to enhance the customer’s overall satisfaction to enhance customer loyalty to maximise the hotel’s performance. The present study tries to explore: 1) how the overall consumption experience has direct impact on satisfaction; 2) satisfaction in-turn has direct impact on brand perception; 3) how both the satisfaction and brand perception have combined effect on loyalty. Hence, an attempt was made to study the explicit linkages that extend from internal processes to customer satisfaction to customer loyalty. The framework of research is designed to be: multivariate, disaggregated and cross-sectional where the derivation of multivariate models depicts significant strategic value for business unit managers where it acknowledges that key drivers of customer satisfaction may differ across chain affiliated hotels.

Do switching barriers of a service company moderate the relationship of perceived image and its antecedents?

The aim of the paper is to identify key antecedents of the perceived image. The paper presents a new model in which switching barriers play specific role. They have been highlighted as a potential moderator of relationship between the perceived image and its drivers. The survey was conducted on a sample of 221 respondents. The suitability of conceptual model was tested using confirmative factor analysis. When examining relations between the variables of the proposed model the main and interaction effects are determined. The paper provides useful managerial implications. Findings of the research indicate the factors that impact the perception of the image, where the intensity of the impact of each individual factor is established. The positioning of the image as dependent variable in the model gives the paper a certain specificity, since there are numerous examples of works in the field of services marketing in which authors identify the key drivers of customer satisfaction and loyalty. There are few studies which have analyzed the antecedents of the perceived image. Furthermore, the importance of the switching barriers as a potential moderator between certain variables is examined in the market of financial services, hotel and restaurant management, but so far it has not attracted greater attention of authors when it comes to the business of cable operators.

Drivers of customer satisfaction: perspectives from the food retail sector of an Arab nation

Customer satisfaction has come to occupy strategic heights given the growing competitiveness of the food retail market in Saudi Arabia. The purpose of this paper is to examine the key drivers of customer satisfaction. The paper examines the relationship among the extent of store familiarity, store atmosphere, price perception of products and availability of items based on cultural needs, and customer satisfaction. This study is based on a questionnaire survey. Based on a model developed for this study, the paper uses empirical research to determine these relationships. Findings of this study reveal that three of the four factors have influence on the satisfaction of customers in Saudi Arabia. Owing to limited sample size, however, the results of this study cannot be generalised for the entire Kingdom of Saudi Arabia. Nevertheless, this study makes a valuable contribution, given the fact that there is a dearth of empirical studies of this nature undertaken in the Middle East region.

Farm tourism experiences in travel reviews: A cross-comparison of three alternative methods for data analysis

This paper demonstrates three alternative approaches for mining consumer sentiment from large amounts of qualitative data found in online travel reviews. Manual content coding, corpus-based semantic analysis, and stance-shift analysis represent methods varying greatly in both process and output. For illustration purposes, they are applied in an exploratory study focused on consumers' reaction to farm stays in order to demonstrate how large volumes of qualitative data can be analyzed quantitatively in a relatively efficient and reliable way. A total of 800 narratives describing farm stay experiences and representing four national settings (Australia, Italy, UK, and USA) was collected. The results reveal that each method provides unique insights of what a farm stay vacation evokes, helpful to farm entrepreneurs wishing to develop a tourism business. The findings indicate universal values as recurrent key drivers of customer satisfaction closely relate to rural experiences. Comparing the national datasets, local differences are evident, highlighting regional variations in terms of service products and consumer preferences. From a methodological viewpoint, all three methods produce reliable results by evidence of the similarities across all three analyses. The current study shows manual content coding, corpus-based semantic method, and stance-shift analysis can capture the peculiarities of rural experiences in different national settings.

The drivers of customer satisfaction in strategic consulting engagements

PurposeThis exploratory study aims to identify the key drivers of customer satisfaction for strategic consulting engagements in a global context. Specifically, the authors compare the attitudes of US and non‐US senior executives to learn how they evaluate consulting engagements.Design/methodology/approachThe literature surrounding selection of management consultants and client satisfaction with consulting work is reviewed. A thematic content analysis was used to evaluate the responses of 35 US and 22 non‐US senior executives.FindingsThe results reveal both similarities and differences when compared to the outcomes of previous research generally, but they also highlight apparent distinctions based on the country location of the executive. Consistent with previous research, consultant characteristics, customer focus, and value emerged as broad themes driving client satisfaction. In addition, project management and enterprise considerations also emerged as significant drivers of satisfaction. Detailed analysis of responses reveals interesting locational differences underlying satisfaction.Practical implicationsThe key implication of this study is the identification of new drivers for customer satisfaction in strategic consulting engagements. These new elements are primarily related to enterprise and project management issues. In addition, this research suggests that the relative importance of customer satisfaction drivers may differ between executives based in the USA and those based elsewhere.Originality/valueThe paper provides a broad overview of satisfaction issues in consulting services, particularly with multinational enterprises as the client. It also offers a more in‐depth discussion of the relative importance of key drivers depending on the location of service delivery. By consolidating these elements into a single discussion, the paper provides a unique viewpoint not available in the current literature. Although exploratory, the holistic approach applied here should allow academic researchers to compare and contrast the results of this research to previous findings. Partners and key account managers at consulting firms might also consider the relative emphasis placed on elements of their service offerings.

Debit and credit card usage and satisfaction

PurposeThis exploratory study seeks to explore the link between the choices of payment mode to customer satisfaction. It examines the Austrian market in relation to its choice and usage of debit cards versus credit cards and its impact on customer satisfaction and loyalty. Furthermore, the study aims to identify the key drivers of customer satisfaction for these two modes of electronic payment.Design/methodology/approachA structured questionnaire was administered in person to 360 Austrian bank customers. These customers were selected using quota sampling based on Austrian census data for a particular Austrian province. However, while the quota sampling was used to determine the categories, selection of the actual respondents was done through systematic sampling. This ensured that the sample was representative of the population of that Austrian province who had credit and debit cards. One group, women who were 65 and older, were not considered as there were relatively few women in this age range who had debit and credit cards.FindingsFive hypotheses were proposed. Four of the five hypotheses were supported while one, H4, had partial support. Essentially, the results indicate that a person's preference for a particular payment method is dependent on his/her personal characteristics. Additionally, the payment method's features and characteristics influenced its desirability and acceptance. Furthermore, a person's expectations had an impact on his/her attitude toward the payment method. The study also found that positive expectations, performance, and desires led to customer satisfaction. Customer satisfaction, in turn, leads to a higher degree of intent to use the payment method and higher degree of intent to recommend the payment method. These results are consistent with the literature on customer satisfaction that identifies expectations, performance and desires as the drivers of customer satisfaction.Originality/valueMultiple payment modes have emerged but there has been scant attention paid to the effects of payment modes on customer behavior and by extension, customer satisfaction and loyalty. This paper addresses these issues.

Customer satisfaction and service quality in UK financial services

PurposeThe paper seeks to evaluate the drivers of customer satisfaction (CS), specifically exploring the impact of business process management (BPM) on service quality and CS.Design/methodology/approachA longitudinal case study uses quantitative and qualitative data to test six propositions derived from current literature.FindingsAnalysis confirms the role of staff satisfaction and service quality as key drivers of CS, suggested in the service profit chain, but proposes a more complex set of relationships. Technical service quality (TSQ) is found to play a critical role in determining CS and a strong causal link is found between TSQ and BPM.Research limitations/implicationsFindings are based on a single case, in a fast‐changing sector.Practical implicationsFindings suggest that managers should focus on TSQ as a priority. End‐to‐end BPM is identified as a key enabler of TSQ.Originality/valueThe research challenges the adequacy of the service profit chain and the emphasis on soft factors evident in much of the existing marketing and service operations literature. In examining the drivers of CS, this research offers an alternative perspective which places BPM at the centre of the debate.

Evaluating service quality and consumer satisfaction in emerging markets

AbstractDeveloping economies offer tremendous potential for future growth and organizations appreciating these consumers’ requirements stand to reap considerable returns. However, compared with more developed economies published consumer studies are few. In particular, there is a dearth of service quality research and hardly any from Africa. Furthermore, the little available research tends to apply Western methodologies, which may not be entirely appropriate. This research investigates East African consumer perceptions of retail banking using an approach that takes account of the research context. Qualitative research was undertaken to define the relevant service attributes. Performance along these was then investigated through a survey with over 2000 respondents. Principal component analysis identifies 13 core service dimensions and multinomial logistic regression reveals which are the key drivers of customer satisfaction. Comparison of the results with studies from other regions confirms that established standardized research instruments are likely to miss or under‐represent service attributes important in developing countries.