Level Of Customer Satisfaction Research Articles

Understanding Customer Satisfaction: Evaluating Product Quality And Marketing Mix of Koffee Talk At Radja Hotel Semarang

The research was carried out at Koffee Talk, which is located inside the Radja Hotel Semarang. The purpose of the study was to evaluate and explain the influence that the quality of service and marketing mix had on the level of satisfaction experienced by customers. Questions and answers are gathered via the use of questionnaires. Participants in the research totaled 96 individuals. It is anticipated that the findings of the study would be beneficial to both management and customers. Customer happiness is impacted by both the quality of the service and the marketing mix. The findings of the double regression analysis demonstrate the impact of independent factors on dependent variables, as well as the validity and rehabilitation tests, as well as the testing of hypotheses. It is clear that in order to achieve higher levels of customer satisfaction, a combination of marketing and service is required.

A STUDY ON CUSTOMER SATISFACTION OF SMALL CARS WITH SPECIAL REFERENCE TO MARUTI SUZUKI PVT. LTD GREATER NOIDA

This study delves at the levels of customer satisfaction linked to compact cars, with a specific emphasis on Maruti Suzuki vehicles. In developing economies, little automobiles make up a sizable portion of the market. The varied offerings of market leader Maruti Suzuki meet the demands of a wide range of consumers. In order to gauge client happiness, the study makes use of quantitative and qualitative techniques. Quantitative information is derived from surveys administered to customers who own Maruti Suzuki small cars. The satisfaction levels are measured across various dimensions, including performance, design, comfort, and after-sale care. Nuanced understanding of consumer perceptions and preferences is provided by qualitative insights generated from in-depth interviews and focus groups. Key factors of consumer happiness are revealed by the data, which also identify areas of potential improvement and areas where Maruti Suzuki shines. Customers are most impacted by factors like price, fuel efficiency, reliability, and brand reputation when it comes to their overall pleasure. Also, to help with targeted marketing, the study looks at how demographic and psychographic aspects affect satisfaction levels. Keywords:- Maruti Suzuki, Customer Satisfaction, Greater Noida

Building Consumer Behaviourin E-commerce : A Case Study of Flipkart

ABSTRACT In the rapidly evolving landscape of e-commerce, consumer behaviourstands as a pivotal factor influencing purchasing decisions, brand loyalty, and overall business success. This case study delves into the strategies and practices adopted by Flipkart, a leading player in the Indian ecommerce sphere, to cultivate and sustain consumer trust. Through a meticulous examination backed by a sample size of 30+ respondents, this research employs statistical tools, specifically the Chi-Square test method, to scrutinize hypotheses pertaining to various dimensions of consumer trust. The study encompasses an extensive exploration of factors crucial to consumer behaviourin ecommerce, encompassing elements such as website security, product quality, customer service, and brand reputation. Utilizing a structured questionnaire, data is meticulously gathered from Flipkart customers, aiming to capture their perceptions and experiences with the platform. The application of the Chi-Square test method enables a thorough analysis of the interplay between different behaviourfactors and levels of customer satisfaction. Initial findings suggest that Flipkart's strategic emphasis on robust security measures, dependable product delivery mechanisms, responsive and empathetic customer support, and coherent brand messaging significantly contributes to fostering consumer trust. Moreover, the research identifies specific strengths within Flipkart's approach to building trust, alongside areas where further enhancements could be made. By illuminating the intricate mechanisms through which Flipkart nurtures consumer trust, this study offers valuable insights for e-commerce practitioners striving to fortify customer relationships and attain a competitive edge in the digital marketplace. These insights hold significance not only for Flipkart but also for businesses operating within the broader ecommerce ecosystem, providing actionable strategies to bolster behaviourand drive sustainable growth.

Building Consumer Trust in E-commerce : A Case Study of Flipkart

In the rapidly evolving landscape of e-commerce, consumer trust stands as a pivotal factor influencing purchasing decisions, brand loyalty, and overall business success. This case study delves into the strategies and practices adopted by Flipkart, a leading player in the Indian ecommerce sphere, to cultivate and sustain consumer trust. Through a meticulous examination backed by a sample size of 30+ respondents, this research employs statistical tools, specifically the Chi-Square test method, to scrutinize hypotheses pertaining to various dimensions of consumer trust. The study encompasses an extensive exploration of factors crucial to consumer trust in ecommerce, encompassing elements such as website security, product quality, customer service, and brand reputation. Utilizing a structured questionnaire, data is meticulously gathered from Flipkart customers, aiming to capture their perceptions and experiences with the platform. The application of the Chi-Square test method enables a thorough analysis of the interplay between different trust factors and levels of customer satisfaction. Initial findings suggest that Flipkart's strategic emphasis on robust security measures, dependable product delivery mechanisms, responsive and empathetic customer support, and coherent brand messaging significantly contributes to fostering consumer trust. Moreover, the research identifies specific strengths within Flipkart's approach to building trust, alongside areas where further enhancements could be made. By illuminating the intricate mechanisms through which Flipkart nurtures consumer trust, this study offers valuable insights for e-commerce practitioners striving to fortify customer relationships and attain a competitive edge in the digital marketplace. These insights hold significance not only for Flipkart but also for businesses operating within the broader ecommerce ecosystem, providing actionable strategies to bolster trust and drive sustainable growth.

Product development of seablite salt (Suaeda Maritima) based on quality function deployment (QFD)

Seablite salt is one of the new healthy salt products with a NaCl content of 1.325 ± 0.135%. This research aims to determine the physical characteristics through the required attributes in terms of products and packaging that align with consumer expectations. The method used is Quality Function Deployment (QFD). The stages of making QFD are consumer importance level analysis; customer satisfaction level; analysis of product comparison with competitors; goal setting; determintation of improvement ratio, sales point, the weight value of each attribute, normalized raw weight, translating various consumer needs; the correlation matrix links each attribute of technical requirements; the trade-off matrix; the priority of technical requirements; and forming the house of quality. The research results show that consumer needs attributes in terms of the product include price, color, taste, texture, aroma, and ease of dissolution. In terms of packaging, these attributes encompass packaging convenience, nutritional information, composition information, halal product information, net weight information, storage instructions, serving instructions, and expiration date information. The technical requirements established by experts in terms of the product consist of six attributes: salty taste, clean and odorless salt, fine salt texture, ease of dissolution, and the use of fresh raw materials.

A STUDY OF MOBILE BANKING SERVICES BY STATE BANK OF INDIA

A STUDY OF MOBILE BANKING SERVICES BY STATE BANK OF INDIA

The Influence of Service Quality and Product Quality on The Royal Pita Maha Company Performance

Background: Company performance is a result of operational activities in using the company's resources. The successful contribution of employees will have an impact on the level of customer satisfaction, where satisfied customers will minimize the level of complaints and retention levels and play a role in assessing company performance as evaluation material for company management. Purpose: The purpose of this research is to determine the influence of service quality and product quality on company performance at The Royal Pita Maha. Method: This research is a type of associative research with a quantitative approach. The data collection method was carried out by direct observation, interviews and distributing questionnaires to 160 respondents, namely employees of The Royal Pita Maha who were selected using a non-probability sampling method with a quota sampling technique. The research instrument was tested using validity and reliability tests, then data analysis was carried out using multiple linear regression using SPSS. Results: The research results show that service quality has a positive and significant effect on company performance, as well as product quality has a positive and significant effect on company performance. Conclusion Based on the research results, it is hoped that company management can pay more attention to the company's operational activities through employee contributions in providing services so as to create a sense of security and comfort for customers and pay attention to the ingredients of the products provided so that they remain safe and last a long time so that the company's performance assessment can be even better.

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

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

Study of Consumer Behaviour Towards Reliance Jio

The main objective of this project is to study the awareness of Reliance Jio amongst the customers compared to other telecom service providers. The satisfaction of customers is very important and with various products and services offered by the company its customers seem to be meaningless if it‟s not beneficiary to the customer from their end, so the second objective of this research is to study the customer satisfaction level of customers towards Reliance Jio and its services. To achieve success in long run a company needs a thorough study of its SWOT analysis (Strength, Weakness, Opportunities, and Threats). So the third objective of this research is to find the market potential and market penetration of Reliance Jio products and services. Reliance JioInfocomm Limited (Commonly called RJIL) is an Indian Internet access (commonly called „Broadband‟) and telecommunications company headquartered in Mumbai India‟s largest private sector company, is the first telecom operator to hold pan India Unified License. Reliance Jio is setting up a pan India telecom infrastructure to provide fourth generation LTE TDD high speed wireless internet and mobile communication services which was then launched in June 2015. Reliance Jio was founded in 2010 by MukeshAmbani. Reliance Jio offers mobile telephony and wireless broadband. Parent company of Reliance Jio is Reliance Industries and its subsidiary is LYF. To study the objectives discussed two types of sources were used to collect the data: - Primary and Secondary data. Primary data is also called as „First-hand data‟ or „Raw data‟. The primary data primarily means the unfiltered raw data collected by the researcher in the research process. In this project for the primary data a sample of 40 people were surveyed.

A Study On Consumer Satisfaction On Masqati Dairy Products

This study aims to determine customer satisfaction levels with Masqati Dairy Products, a supreme dairy brand in India. The research emphasizes identifying the factors affecting customer satisfaction, including product quality, packaging, pricing, and distribution, and enhancing them. To determine how masqati dairy products are different from other dairy products. A mixed-methods approach was used to gather data. The data would be analyzed and interpreted using statistical techniques such as descriptive statistics. The finding could indicate that product quality, packaging, and pricing are the most significant factors affecting customer satisfaction, and identify the areas for improvement within masqati dairy products while distribution had little impact. The study would conclude with recommendations for Masqati Dairy Products to enhance its customer satisfaction and loyalty by improving its product quality, packaging, and product strategies. This can guide strategic decisions to upgrade or improve customer satisfaction, loyalty, trust and thereby strengthening Masqati Dairy’s market position.

Business Strategy Map and Key Performance Indicators for Saffron Petshop Based on Balanced Scorecard

Introduction: The success of the implemented business strategy is considered successful if the company's performance ability or performance is positive or increases well. One way to calculate company performance is with a Key Performance Indicator (KPI).   Objective: This paper aims to analyze the business strategy map and key performance indicators of Saffron Petshop based on a balanced scorecard.   Design/methodology/approach: This research uses quantitative methods with a descriptive approach. Descriptive approach describes and explains phenomena to conclude phenomena with limited implications. The theories used in this research are Key Performance Indicators (KPI), balance Scorecard theory, and Strategic maps. The data collection technique used in this research is semi-structured interviews using questionnaires to customers at Saffron Petshop.   Findings: The main findings in this study indicate that performance based on a financial perspective shows quite effective results with an increase in net profit when other types of businesses are affected by covid 19. Second, performance based on customer perspective shows very effective results when indicators of good customer satisfaction levels are calculated. Third, the effectiveness of performance based on internal business perspectives shows effective results with increased service and product innovation to increase revenue from Saffron Petshop. Fourth, performance based on the learning and growth perspective shows effective results with increased productivity and employee satisfaction.

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

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

Pengaruh Kualitas Pelayanan dan Persepsi Harga terhadap Kepuasan Pelanggan pada ID Express Surabaya

The aim of this study was to investigate the impact of service quality and price perceptions on customer satisfaction at ID Express Surabaya. The present investigation employed a sample size of 60 individuals who have utilized or are presently utilizing the ID Express shipping services. The present investigation collected data through the administration of questionnaires in the Surabaya region. The researcher employed independent variables, specifically Service Quality (X1) and Perceived Price (X2), as well as a dependent variable, namely Customer Satisfaction (Y). The present investigation employs an analytical framework in the form of Partial Least Square (PLS), a method utilized to develop a model that can be presumed in the presence of multiple factors. The findings of the present investigation suggest that the perception of service quality and price can exert a favorable influence on customer satisfaction levels at ID Express Surabaya.

Application of Structural Equations Modeling Partial Least Square at the Comparation of the Niveau of Responsibility From Cs and Digics

Banking is an institution that plays a role in increasing economic development and also increasing equitable development. People who are serving users will be more selective in choosing banks so that many banks strive to be superior and more satisfying than other banks. Customer satisfaction can be seen from the role of CS and DigiCS. Customer Service ( CS ) is all actions intended to meet needs and activities by providing services so that each customer's needs are met. Digital Customer Service (DigiCS) is BNI digital banking automation that provides customers with immediate experience when carrying out digital transactions at BNI . The aim of this research is to determine the factors that influence the level of CS and DigiCS customer satisfaction with several variables, namely product quality ( ), service quality ( ), time ( ), convenience/efficiency ( ), and customer satisfaction (Y). The method used in this research is structural equation modeling partial least squares with the help of Microsoft Excel and SmartPLS software with the application of SEM - PLS to analyze the relationship between endogenous latent variables and exogenous latent variables. The results of this research are that for CS customer satisfaction it is found that only the exogenous variable product quality ( ) with its influences indicators customer satisfaction (Y) while for DigiCS customer satisfaction the results are that only the exogenous variable product quality ( ) and the exogenous variable convenience/efficiency ( ) with indicators that influence customer satisfaction (Y).

SNI ISO/IEC 17025:2017 IMPLEMENTATION IMPACT ON TESTING LABORATORY

<p>A globally recognized standard for ensuring the competence of testing and calibration laboratories is SNI ISO/IEC 17025:2017. Many testing laboratories are currently using SNI ISO/IEC 17025:2017, and many have already received accreditation. The laboratory serves a variety of objectives, which is beneficial to enhancing the lab's performance. A laboratory's performance could be measured by how well it serves its customers and their satisfaction. This study aims to examine the impact of applying SNI ISO/IEC 17025:2017 on the number of services provided and the level of customer satisfaction in laboratories that have been accredited by KAN for the scope of CNC vertical-type milling machines and CNC lathes for position accuracy test, cutting result accuracy test, and circular movement accuracy test. This study uses a qualitative, descriptive research design and conducts elementary analysis to characterize the overall state of the data. Information on the number of services provided and the degree of customer satisfaction during 2016–2021 were compared, allowing for a comparison of the trends in service quantity and customer satisfaction. The findings indicate that the rise in laboratory services is influenced by the implementation of SNI ISO/IEC 17025:2017. Furthermore, as evidenced by a strong customer satisfaction score, the performance of the offered service has no bearing on the quantity of technological services falling under the purview of SNI ISO/IEC 17025:2017 accreditation.</p>

The role of service robots in enhancing customer satisfaction in embarrassing contexts

The widespread integration of service robots in the tourism and hospitality industry has shifted from human-to-human interaction to human-to-robot interaction during service encounters, thereby affecting customer mood and satisfaction. In contrast to previous research on service robots’ tendency to evoke negative emotions, this paper employs three scenario experiments to analyze the effect of service robots in alleviating social anxiety in embarrassing service context, comparing their effects to those of frontline employees. The study results indicate that the utilization of a service robot can result in higher levels of customer satisfaction than interactions with a frontline employee in embarrassing service contexts, with social anxiety serving as a mediating factor. This study concludes with a discussion of the scholarly and managerial implications for the deployment of service robots in the hospitality industry.

Effect of Service Quality on Customer Satisfaction: The Case of Ethiopian Electric Utility in South Western Region.

This study aimed to evaluate the impact of service quality on customer satisfaction in selected customer service centers within the southwestern region's electric utility sector. A combination of descriptive and explanatory research designs utilizing both qualitative and quantitative methodologies was employed. The study's population consisted of 37,258 customers across four customer service centers, with a sample size of 396 respondents, of which 389 completed and returned the questionnaires. A multistage sampling technique was utilized for sample selection, and data collection was performed through interviews and questionnaires. The collected data was analyzed using SPSS 25, employing descriptive and inferential statistical analyses, including frequency, percentage, mean calculations, Pearson correlations, and multiple linear regressions to ascertain the causal relationship between service quality and customer satisfaction. The study's findings revealed that responsiveness was the service quality dimension exerting the most significant influence on customer satisfaction. Additionally, all service quality coefficients associated with customer satisfaction demonstrated positive and statistically significant correlations. Therefore, enhancing responsiveness and continuous improvement initiatives are critical factors to enhance overall customer satisfaction levels. Furthermore, the study determined that all five service quality dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) positively and significantly influenced customer satisfaction. Consequently, it is recommended that managers and employees within the Ethiopian Electric Utility should actively collaborate to enhance service quality levels, consequently elevating customer satisfaction levels.

Семантический анализ отзывов об организациях методами машинного обучения

<p>Semantic analysis of organizational reviews is a key tool for assessing customer satisfaction levels. Business entities should regularly conduct analysis and emotional sentiment investigation to delve deeper into the data and gain a more comprehensive understanding of their operations, including through the use of machine learning methods. Presently, deep learning-based methods are garnering increased attention due to their high efficiency. In this study, we will focus on sentiment analysis tasks. To perform sentiment analysis, we will employ machine learning methods, including various approaches to text vectorization, deep learning models, and natural language processing (NLP) algorithms.</p>

CUSTOMER SATISFACTION AND E-COMMERCE EXPERIENCE OF THE SENIOR HIGH SCHOOL STUDENTS

E-commerce is popular among teenagers throughout the country. Shopping online is advantageous for consumers but also carries higher risks than shopping personally. When online stores provide products that do not exceed the customers expectations, that will lead to customer dissatisfaction. Thus, this study was conducted to determine the significant relationship between the two variables, the customer satisfaction and the e-commerce experience of the senior high school students. The researchers used a descriptive correlation non-experimental quantitative research method. A stratified random sampling of 108 responses collected across the Rizal Memorial Colleges senior high school department, and the entire data collection and analysis process took about two weeks. Furthermore, a modified survey questionnaire was used to collect data from the respondents, and all of the data was analyzed appropriately with the assistance of a competent statistician. According to the findings, Information and Website Design have the highest value of all indicators of the two variables, implying that these two are the most affected factors when it comes to online shopping. The findings also revealed that the level of customer satisfaction and the e-commerce experience was high and often evident. The correlation between the two variables was moderately high positive (r = 0.728), which ended up rejecting the studys null hypothesis. The analysis of the findings confirmed that students who are pleased with their online shopping experience have a high level of e-commerce experience. As a result, the researchers suggested that people who like to shop online must be aware of all the risks that may arise and cause them to be dissatisfied with the product. KEYWORDS: Customer satisfaction, E-commerce experience, Information, Website design, Senior high students, Philippines

IMPLEMENTATION OF BALANCED SCORECARD AT PT. MB

This study aims to determine the performance of PT. MB uses a balanced scorecard approach. Primary data were obtained from questionnaires using the nonprobability sampling purposive sampling method. Data obtained from customers and employees of PT. MB. Secondary data obtained from the financial statements of PT. MB period 2020 to 2022. The population is all customers and employees of PT. MB. The samples used were 94 samples for customers and 72 samples for employees. The data analysis method uses descriptive statistical test techniques. To determine the level of customer and employee satisfaction scores using factor analysis. The results of the balanced scorecard study on a financial perspective have an average performance from 2020 to 2022 for ROA has an average of 3.18%, ROE 3%, and NPM 2.30%. From a customer perspective, it is measured through a questionnaire with an average customer satisfaction level of 3,559. Customer acquisition costs have averaged $3.35. Consumer profitability has an average value of 3.10%. In the internal business process preceptive, the AETR ratio has an average of 11.55%. The time cycle of availability of goods has an actual time of 8.09. Sales order cancellation 0.8%. From a growth and learning perspective, the average employee productivity rate is 0.39%. Employee training has an average of 66.67%. And the level of employee satisfaction showed an average of 3,108.