Level Of Overall Customer Satisfaction Research Articles

Strategi Peningkatan Kepuasan Nasabah dengan Kualitas Pelayanan, Kepercayaan, dan Citra Perusahaan

Tight competition makes it difficult for banks to maintain customer loyalty. This research aims to examine the influence of service quality, trust, and company image on customer satisfaction at CIMB Bank Niaga Lumbung Batam. The method used is a descriptive approach with a sample size of 215 respondents. The collected data was analyzed using a multiple linear regression model with the help of SPSS software. The results of multiple linear regression testing show that service quality has an effect of 27.1% on customer satisfaction. Trust has an effect of 16.1% on customer satisfaction, while corporate image has an effect of 39.0% on customer satisfaction. This means that there is a positive and significant relationship between service quality, trust, and company image, and customer satisfaction at CIMB Bank Niaga Lumbung Batam. The results of this research provide a strong basis for believing that by optimizing these three factors holistically, banks can increase the overall level of customer satisfaction and strengthen their position in the banking market.

ANALYSIS OF THE LEVEL OF CUSTOMER SATISFACTION IN THE SUPER MORO TRESNO LEDRE AGROINDUSTRY BOJONEGORO

The impact of the Covid-19 pandemic has affected the decline in sales of agroindustries, including the Super Moro Tresno Ledre agroindustry. It can be seen from the decrease in the Number of tourists in Bojonegoro Regency in the last two years (2020-2021), which has an impact on the sale of ledre as a typical souvenir food from Bojonegoro has decreased consumers. In addition, the development of ledre agroindustry in Bojonegoro is quite a lot, which certainly causes competition among fellow ledre agroindustries. This research aims to analyze the level of customer satisfaction and the attributes that need to be improved to increase customer satisfaction. This research uses the Customer Satisfaction Index (CSI) method for the first objective and the Importance Performance Analysis (IPA) method for the second. The results showed that the overall level of customer satisfaction based on the CSI value was 75.67%, which means that customer satisfaction is in the "Satisfied" index. Based on the results of the IPA analysis, it is known that several attributes need to be improved, which include product packaging standards, responses to consumer complaints and suggestions, varied and affordable prices, suitability of packaging portions at the cost spent, prices offered with the benefits obtained by consumers, freedom of movement in the store, and shop space arrangement

CUSTOMER SATISFACTION INDEX (CSI) PASIEN ASING TERHADAP PENYAJIAN MAKANAN DI RUMAH SAKIT KHUSUS BEDAH BIMC KUTA KABUPATEN BADUNG

The Customer Satisfaction Index (CSI) is an index to determine the level of overall customer satisfaction with an approach that considers the importance of the product or service attributes being measured. One of the factors that determine customer satisfaction is the consumers perception of service quality which focuses on five service dimensions, are Responsiveness, Reliability, Empathy, Tangible and Assurance. The type of research that will be carried out is an observational research type with a cross sectional research design and descriptive analysis. The population of this study were all foreign patients who were hospitalized at the BIMC Kuta Special Surgery Hospital, Badung Regency, and the sample from this study was part of the population who had the following criteria, patients who were treated for at least 1 day and received regular food, man and women over the age of 18 years, are willing to be research subjects by filling out the informed consent and the patient is conscious and able to communicate. Based on the 26 samples studied, overall the patients stated that they were good with the presentation of food provided by the hospital, namely with an index of 3,412 where if this value was percentage it was already above the standard hospital satisfaction value of 85%. This is in accordance with the results of the feed back form given from the hospital to patients where in May 2021 it showed a good satisfaction value with food presentation, which was 85%. Keywords : Customer Satisfaction Index, food presentation

Role of Pop-Up Advertising and Sales Promotion on Customer Purchasing Decisions with Customer Satisfaction as a Mediating Variable

This research will contribute valuable insight into the role of pop-up advertising and sales promotions on customer purchasing decisions, with customer satisfaction as a mediating variable. The population of this study is the Indonesian population who are able and accustomed to using the Internet. This research uses a probability sampling method. The research method used by researchers is simple random sampling, namely members of a certain population, namely some Indonesian citizens who can use the internet and are familiar with pop-up advertisements and sales promotions, will be used as samples. The results of the research show that pop-up advertising has a direct and positive effect on customer satisfaction, sales promotions have a direct and positive effect on customer satisfaction, and show that pop-up advertising does not have a direct and positive effect on customer purchasing decisions. Sales promotion initiatives have a direct and beneficial effect. in increasing the overall level of customer satisfaction.

ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN KUALITAS PELAYANAN RESTORAN CEPAT SAJI McDONALD’S

The quality of a product and service to consumers is a major concern in the trade and service industry. One of the efforts that can be done in increasing the competitiveness of the company is to increase customer satisfaction. The purpose of this study is to 1) determine consumer interest in the products and services provided by McDonald's, 2) analyze the performance of McDonald's in providing satisfaction to its customers, 3) analyze the level of customer satisfaction regarding the products and services provided. The data collection carried out in this study was carried out by distributing 50 questionnaires to McDonald's consumers. Importance Performance Analysis method is used to analyze the effect of product quality and service quality on customer satisfaction. The Customer Satisfaction Index method is used to measure the overall level of customer satisfaction. The results of this study indicate that consumers.

Analysis of Customer Satisfaction from Service Quality Dimensions Using Fuzzy-Carter Method (A Case Study at Bprs Khasanah Ummat Purwokerto)

The primary goal of a business is to satisfy customers, so the caliber of this service has a significant impact on the success of a service company, specifically the creation of a sense of satisfaction with the services provided, where this will foster a loyal attitude of its customers and encourage positive and encouraging word of mouth as an assumption of customer satisfaction. By assessing the value gap between the services obtained and the standard of service expectations by clients, this researcher investigates the quality of services offered by BPRS Khasanah Ummat. This kind of research comprises quantitative associative research using the Fuzzy-CARTER approach to examine the connection between the caliber of services rendered and client satisfaction. The sample of this research is 286 active customers. The study's findings indicate that: 1) the level of customer satisfaction is measured across six CARTER dimensions, five of which customers are satisfied, namely compliance, assurance, reliability, tangibles, and responsiveness, but customers are not satisfied with the service on the dimension of empathy, indicating that improvements must be made by paying more attention to and understanding customer needs. 2) The overall level of customer satisfaction with service quality is good, and there is no gap between perceived perceptions and customer expectations.

Pengukuran Tingkat Kepuasan Konsumen Terhadap Atmosfer Restoran Dan Harga (Studi Pada Kedai Skrikandi Kwanyar, Bangkalan)

This study aims to understand the problems regarding the level of consumer expectations of the atmosphere and prices as well as to measure consumer satisfaction with the atmosphere and prices at Kedai Srikandi Kwanyar. Thus, the atmosphere and price variables can be identified in accordance with the needs and expectations of consumers as well as variables that require improvement. The samples taken in this study were consumers who were visiting and had transacted and had enjoyed the offerings from Kedai Srikandi Kwanyar. The analysis method used is the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results obtained based on the CSI method indicate that the overall level of customer satisfaction at Kedai Srikandi is included in the "very satisfied" category. The calculation results based on the IPA method there are 2 items that need to be improved.

Pengaruh Kompensasi dan Kompetensi Terhadap Kinerja Karyawan Di Masa Pandemi Covid-19 Pada PT. Adira Dinamika Multi Finance Tbk. Bangkalan

This study aims to understand the problems regarding the level of consumer expectations of the atmosphere and prices as well as to measure consumer satisfaction with the atmosphere and prices at Kedai Srikandi Kwanyar. Thus, the atmosphere and price variables can be identified in accordance with the needs and expectations of consumers as well as variables that require improvement. The samples taken in this study were consumers who were visiting and had transacted and had enjoyed the offerings from Kedai Srikandi Kwanyar. The analysis method used is the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results obtained based on the CSI method indicate that the overall level of customer satisfaction at Kedai Srikandi is included in the "very satisfied" category. The calculation results based on the IPA method there are 2 items that need to be improved.

Comparison Analysis of Alfamart Customer Service Satisfaction and Progress With using Customer Satisfaction Index (CSI) and Service Quality (SQ) Methods

Currently, retail business competition in Indonesia is very tight, it is proven that it is easy to find retailers around, and in almost every region of Indonesia. To provide satisfaction to customers, companies must be able to sell goods or services of the best quality, at reasonable prices and improve service quality. This research was conducted by distributing 100 questionnaires and calculating using the Customer Satisfaction Index (Csi) method which aims to determine the overall level of customer satisfaction and then calculating the Service Quality (Sq) to determine the GAP value or the gap in customer perceptions and expectations. From the results of calculations using the Customer Satisfaction Index (Csi) MajuBersama method gets a score of 90.74%, which means that customers are very satisfied with MajuBersama's services and must continue to be maintained and improved for Alfamart to get a score of 78.32% indicating that the level of satisfaction Alfamart customers in general are in the satisfied category, which means there is one more level, namely the range of 81 to 100. So it can be said that the performance of Alfamart is good, but Alfamart must continue to improve the quality of service, especially on attributes whose service value is less than satisfactory and can maintain or improve attributes that are very important and very satisfying in order to increase satisfaction with Alfamartservices

KEPUASAN KONSUMEN TERHADAP ATRIBUT SAYURAN HIDROPONIK CASA FARM BANDUNG

Vegetables is one of the leading commodities because it has high economic value. Vegetable consumption is needed by the body as one of the sources of vitamins, minerals and fiber in achieving a healthy diet in accordance with the recommendations of balanced nutrition guidelines to obtain optimal health. Casa Farm Hydroponics is one of the producers of hydroponic vegetables from Bandung that has been established since 2014. In the face of competition for services becomes a very important things, because the service that is not maximal can reduce the number of consumers. Therefore, improved service quality is needed in an effort to attract consumers to buy vegetables at Casa Farm Hydroponics. This research was conducted by distributing 35 questionnaires and carried out calculations by Importance Performance Analysis (IPA) method and Customer Satisfaction Index (CSI) method. IPA method aims to determine the value of interest level and performance level of Casa Farm hydroponic vegetable attributes. CSI method that aims to know the overall level of customer satisfaction. From the calculation of IPA method in Cartesian Diagram of 13 attributes there are 5 attributes that require improvement and improvement, namely attributes number 7, 9, 10, 11, and 13. The calculation result of CSI method in Casa Farm hydroponic vegetable attribute scored by 89%, the score is in a scale range of 81% < CSI ≤ 100% which means that the respondent's consumer satisfaction level belongs to the category of very satisfied.

ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN DABU – DABU LEMONG BOULEVARD KARANGRIA

The purpose of this study was to analyze the level of customer satisfaction with the services provided by the "Dabu-Dabu Lemong" restaurant. This research was conducted from December to February 2020. The data used in this study are primary data and secondary data. The sampling method in this study uses accidental sampling. Primary Data is data obtained through interviews and direct observations or observations. Interviews were conducted with management and customers. Questionnaires were distributed to customers as respondents. Secondary Data is the collection of data from other parties in the form of data obtained from various sources of linear study including books, internet, journals, and the results of previous research. Analysis of the data used is descriptive data analysis using a Likert scale. The results showed that the overall level of customer satisfaction with service at "Dabu-dabu Lemong" Boulevard Boulevard Karangria classified as very satisfied with the consumer satisfaction index figure of 80.9%.*eprm*

Measurement and proposal of improving Marketing Process to improve the Quality of Aftersales Services with Fuzzy Quality Function Deployment and Data Mining Methods in OV Agency

OV Agency is a marketing, sales and service office under PL Assurance. The issues contained in the OV Agency include a lack of understanding of the client against the types and benefits of unit-linked insurance products taken, causing the client to stop paying the premium (expired) or closing policy (surrender), the problems caused by the agency lacking a detailed explanation lead to misunderstanding by the customer. The purpose of this study is to analyze customer satisfaction and service quality conditions, using Fuzzy-Quality Function Deployment to improve service quality, and use data mining to obtain useful indications based on data obtained from questionnaires and interviews. Questionnaires were made with the results of discussions with OV Agency which were then distributed to 100 customer samples. The results of the questionnaire answers are converted into fuzzy numbers which are then processed by the QFD method to determine the technical response to be performed first. The company uses an optimistic index with a value of 0.5 in carrying out technical responses. The three main priorities of technical responses to be undertaken under the prescribed Fuzzy QFD method are to increase the frequency and quality of training for agents, improve quality standards within the company, and update the methods and techniques used in the training. Data mining is calculating to determine the overall level of customer satisfaction. The satisfactory results of OV Agency customer satisfaction rate, it can be seen from satisfactory posterior probability has the greatest value of 0.0017.

Satisfaction regarding the methods used to evaluate hotel performance

This study has four specific objectives: to analyse the association between hotel features and the methods used to evaluate hotel performance; to analyse the convergence between what the theory considers as appropriate performance evaluation methods, and the opinion of the hotels’ financial managers; to identify the factors that explain why the same method is considered appropriate in some hotels and not in others; to analyse whether there is an association between the method used to evaluate hotel performance and customer satisfaction. Data collection was made using two sequential methods. Firstly, we conducted a survey directed at the financial managers of 3, 4 and 5-star hotels located in Portugal, where we obtained 189 completed surveys. Secondly, we collected information regarding the degree of customer satisfaction for the hotels responding to the initial survey using the information available on the online platform Tripadvisor.com. The results obtained allow us to indicate as main contributions the following: validation of the expectations confirmation paradigm as an adequate theoretical model to explain customer satisfaction in hotels, namely showing that the performance evaluation methods can be regarded as factors affecting the actual customer experience; to demonstrate that the satisfaction indicator room is what contributes the most to the level of overall customer satisfaction; to demonstrate the existing convergence between what the theory considers as appropriate performance evaluation methods, and the opinion of the hotels’ financial managers, unlike what was previously reported in other industries.

A quantitative relationship between Application Performance Metrics and Quality of Experience for Over-The-Top video

Quality of Experience (QoE) is a measure of the overall level of customer satisfaction with a vendor. In telecommunications, consumer satisfaction is of great interest in the adoption of novel multimedia products and services. A number of factors can greatly influence the customer experience during a video session. Factors such as user perception, experience, and expectations are expressed by QoE while factors such as application and network performance are expressed by Quality of Service (QoS) parameters. This paper studies the relationship between QoS and QoE in a session-based mobile video streaming. Specific QoS Application Performance Metrics (APMs) are examined based on a QoE assessment database which is built for experimentation and contains 108 subjects. It is shown that these APMs are highly related to two QoE factors, Technical Quality (TQ) and Acceptability. Furthermore, Viewing Ration (VR) parameter and the corresponding Kendall correlation between VR and QoE factors proves that VR is a valuable metric for mapping QoS to QoE. We further generated the compacted decision tree to predict QoE factors through Rebuffering Ratio (RR), Non-interruption Content Viewing Ratio (VRc), and Non-interruption Viewing Ratio (VRs). Through extensive experimentation, a general relationship between APMs and QoE factors has been examined and a primary QoE model is proposed based on this relationship.

English

Hotel booking decisions are increasingly influenced by consumers’ feedback available on social media sites. Using data submitted by TripAdvisor users, this study provides four key contributions to knowledge. Firstly, a comparative analysis was carried out of customer ratings received by hotels located on Spain’s coastal areas as well as Portugal’s southern coast. Secondly, significant differences were found in the number of comments as well as the average online review rating score awarded, which were found to be related to the geographical location of each tourism destination. Thirdly, it is found that customers tend to rate their experiences in hotels positively. Fourthly, the level of overall customer satisfaction with a hotel tends to increase proportionately to the number of customer feedback comments posted for that hotel. As a result of this, one of the findings of this study is that hotels should encourage their customers to post comments on online customer review websites to balance out any negative feedback received.

Factors for Customer Satisfaction and Customer Dissatisfaction in Commercial Banks

The banking industry is a key player in ensuring economic development as a result of customer satisfaction. This article investigates the satisfaction trends of 403 respondents in the banking industry in Kenya. The research results were acquired through administration of questionnaire and processed using SPSS 22.0, with special emphasis on descriptive statistics. Based on the research results, the overall level of customer satisfaction is above 50%. Besides, women are more satisfied than men. In addition, presence of bank branches is the most important factor of satisfaction and preferred more by people with university education. High bank charges is the most important factor of dissatisfaction in Kenyan commercial banks. The most important factor of dissatisfaction is favored by more than 50% of the respondents in all the social groups DOI: 10.5901/mjss.2015.v6n4s2p584

QFD-Based Product Planning With Consumer Choice Analysis

Quality function deployment (QFD) is a widely adopted customer-oriented methodology to assist in product design and development. In a traditional QFD-based product planning process, the importance weights of customer requirements (CRs) in house of quality are obtained by analyzing and generalizing the requirements of various customers, and the purpose of the subsequent optimal setting of engineering characteristics (ECs) and process parameters is to achieve a higher level of overall customer satisfaction (OCS). However, nowadays customers' requirements are increasingly diversified and customers usually have heterogeneous preferences. Consequently, customers in a product market may have different purchasing choice behaviors and satisfaction criteria toward a new product. Therefore, heterogeneity of CRs should be considered in QFD-based optimization models to describe the relationship between CRs and ECs and to model the OCS. In this paper, a novel QFD-based product planning approach is proposed for a product market with diversified CRs by integrating consumer choice behavior analysis. The contributions of this paper include: 1) customers' purchase choice rules are introduced into QFD-based product planning process to simulate the purchase behavior of a customer toward a product; 2) two new QFD-based optimization models under deterministic and multinomial logit consumer choice rules are proposed to help firms improve the product quality under environment of diversified CRs; 3) the established model under deterministic consumer choice rule is transformed into an equivalent linear model to facilitate the solving process; and 4) the established optimization models are further extended for products with both continuous and discrete target values of ECs.

상수도 시스템 운영에 대한 대체 상수원 개발의 효과를 모의하기 위한 시스템다이내믹스 컴퓨터 모델의 개발

In this paper, a System Dynamics(SD) computer simulation model has been developed to assess the effects of developing and providing an alternate water source. A water service index was also developed to estimate the level of overall customer satisfaction on water supply service. Data from the Busan water supply service and the Korea Development Institute regarding the Nak Dong river bank storage development were utilized during the modeling processes. Some important indicators of the system under study were analyzed by the simulations of development of the alternate water source for Busan. The developed SD model and the water service index can be further utilized as a tool that can assess the extent and timing of an additional service improvement project.

Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product

Customer satisfaction index models have been developed in many countries, including Indonesia. Those models were commonly not focused on the socioeconomic status (SES) of the customer, so this condition could be a research gap. The aims of this research is to analyze the customer satisfaction index model of branded cooking oil product in Bogor, Indonesia based on SES established from the household monthly routine consumption. Questionnaires were used as primary data collection instrument in this study, while data analysis was carried out with variance based structural equation modeling (SEM) which is also known as Partial Least Square (PLS) model, and Kruskall Wallis nonparametric test. Perceived quality, perceived value and customer expectation as were significantly influencing the customer satisfaction construct in the structural model. This study also concluded that there is different level of overall customer satisfaction on the three levels of customer’s SES

A mixed integer goal programming model for discrete values of design requirements in QFD

A main feature of quality function deployment (QFD) planning process is to determine target values for the design requirements (DRs) of a product, with a view to achieving a higher level of overall customer satisfaction. However, in real world applications, values of DRs are often discrete instead of continuous. Therefore, a mixed integer linear programming (MILP) model considering discrete data is suggested. As opposed to the existing literature, the fulfilment levels of DRs are assumed to have a piece-wise linear relationship with cost; because, constraints of technology and resource rarely provides a linear relationship in manufacturing systems. In the proposed MILP model, we considered customer satisfaction as the only goal. But, QFD process may be necessary to optimise cost and technical difficulty goals as well as customer satisfaction. Therefore, by developing the MILP model with multi-objective decision making (MODM) approach, a novel mixed integer goal programming (MIGP) model is proposed to optimise these goals simultaneously. Finally, MILP model solution turns out to be a more realistic approach to real applications because piece-wise linear relationship is taken into account. The solution of MIGP model provided different alternative results to decision makers according to usage of the lexicographic goal programming (LGP) approach. The applicability of the proposed models in practice is demonstrated with a washing machine development problem.