Maintain Customer Satisfaction Research Articles

Effects of corporate marketing strategy, brand awareness, and perceived quality on brand equity for accounting service

Brand equity and trust are consistently the most important antecedents to both behavioral and attitudinal forms of customer loyalty (Taylor et al., 2004). Accounting service refers to a service that offers bookkeeping, accounting, and reporting in alignment with both local and international accounting regulations. These services possess unique qualities, necessitating the service providers to establish themselves as reputable entities. It is crucial for them to maintain their brand equity to attract and retain customers. Thus, the study aims to identify and measure the influence of marketing mix, brand awareness, and perceived quality on brand equity for accounting services in Thanh Hoa province, Vietnam. Quantitative data were collected, including 385 businesses using accounting services at all levels across the country. The research results show that all elements of the marketing mix (product quality, price, distribution, and advertising), brand awareness, and perceived quality have a positive impact on brand equity for accounting services in Thanh Hoa province. The study also contributes some policy implications to help accounting service providers enhance their brand equity and then maintain customer satisfaction and customer loyalty.

The Study of Customer Satisfaction on Natural Skincare Products for MSME’s E-Business Sustainability

The Covid-19 pandemic causes all activities carried out online and increases the demand for natural skincare products. E-business is a promising business model during the pandemic and post-pandemic for MSMEs that sell skincare products made from natural ingredients. This research aimed to define the influence of quality and price of natural skincare products on customer satisfaction, which can support the sustainability of MSMEs' E-business. The object of this research is Zavennie, an MSME that sells green skincare products using the B2C E-business model. This study uses a quantitative approach by employing a survey distributed through an online questionnaire. The respondents of this research are customers who have bought Zavennie products. The data analysis method applied in this research is multiple linear regression. The results revealed that product quality and price partially and simultaneously had a significant influence on customer satisfaction. The findings in this study also indicate that improving product quality and determining the proper selling price could support the sustainability of MSMEs' E-Business which produces skincare products made from natural ingredients. The findings of this study will provide a reference for MSMEs that operates E-Business to enhance product quality and determine appropriate selling price to maintain customer satisfaction. For further study, it is suggested to apply a wider research object and involve more respondents to gain a deeper insight regarding factors that influence customer satisfaction and its impact on the sustainability of MSMEs E-Business model.

Measuring the Customer Satisfaction to Improve the Product Quality of Premium Seeds Produced by Bintang Asia based on the Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

Service quality improvement is essential to obtain positive feedback from customers. This study measured the level of customer satisfaction with the quality of superior seed Bintang Asia products based on CSI (customer satisfaction index) and IPA (importance-performance analysis) methods. This study also identified the attributes that should be maintained, improved and reduced to gain higher customer satisfaction with Bintang Asia superior quality seed products using IPA (Importance Performance Analysis) analysis. This quantitative descriptive study employed a survey method, where consumers were sent links to a customer satisfaction survey through WhatsApp. Customer satisfaction was measured based on five dimensions of SERVQUAL expressed in a Likert scale. The data were then analyzed to determine the customer satisfaction index (CSI) on the SPSS program. The customer satisfaction index scored 82.35% (Good), where its dimensions, namely Tangile, Reliability, Responsiveness, Assurance, and Empathy, scored 83.81% (Good), 81.11% (Good), 79.24% (Borderline), 84.76% (Very Good), and 82.87% (Good) respectively. Based on the importance-performance analysis (IPA) method, the customer satisfaction level identified 27 user attributes/indicators in quadrant B/II, indicating that PT. Benih Citra Asia needs to maintain customer satisfaction.

PENERAPAN METODE OVERALL EQUIPMENT EFFECTIVENESS (OEE) DAN FAILURE MODE AND EFFECT ANALYSIS (FMEA) PADA MESIN ADHESIVE DI PT. ASIA CHEMICAL INDUSTRY

PT. Asia Chemical Industry (ACI) is a company engaged in the field of Chemical Adhesives. It is management policy to produce high quality and consistent Adhesives. In accordance with the standards determined by consumers and always maintain customer satisfaction with quality standards through specification information that is included in every shipment, sale, in addition to competitive price factors from similar companies. The adhesive in the process often experiences production delays caused by the adhesive machine (waterbase latex mixer) caused by non-routine maintenance of machine components so that the machine production is damaged which causes breakdown, resulting in downtime. As a result, the performance time is reduced, the production of the resulting product quality results in losses. Therefore, an effective step in the analysis of total predictive maintenance to measure the performance level of the adhesive machine can use the OEE method to determine the performance level of the adhesive machine that has decreased, and the FMEA method to analyze the proposed improvement. From the research conducted, the results of the OEE calculation on the adhesive machine during the period January - December 2021 obtained OEE values ​​ranging from 69.02% to 81.40%. This condition indicates that the adhesive machine's ability to achieve the target has not yet reached the ideal condition, which is below 85%. . The factor that gives the biggest contribution to the adhesive machine, namely the performance efficiency factor, has caused a decrease in the performance level of the machine, causing downtime

ANALYTIC NETWORK PROCESS APPROACH FOR EVALUATING SUSTAINABLE SUPPLY CHAIN MANAGEMENT

Özet
 Amaç– Bu çalışmanın amacı, sürdürülebilir tedarik zinciri yönetimi performansını iyileştirmede etkili faktörleri listelemek ve en uygun alternatif faaliyeti belirlemektir.
 Yöntem– Çalışmada kullanılan veriler inşaat sektöründe çalışan işletme yöneticileri ile yüz yüze görüşmeler ve literatür taraması yoluyla elde edilmiştir. Çok kriterli karar verme yöntemlerinden biri olan ANP yöntemi ile tedarik zinciri yönetimini etkileyen faktörlere öncelik verilmiş ve alternatifler değerlendirilmiştir. On beş alt kriter ve beş alternatif belirlendi.
 Bulgular – ANP ile sürdürülebilir bir tedarik zinciri yönetimi için karar destek modeli önerisi sunulmuştur. Çalışmanın sonucu, çevresel, ekonomik ve sosyal açıdan sürdürülebilir tedarik zincirlerine ulaşmak için ana itici güçlerin çevresel kalite yönetimi, stratejik yönetim, bilgi paylaşımı, teknoloji verimliliği ve müşterilerin sesi olduğunu göstermektedir.
 Özgünlük– Sanayileşmenin artan olumsuz etkileriyle birlikte küresel ve çok uluslu şirketler sürdürülebilir tedarik zinciri yönetimine daha fazla önem vermektedir. Şirketler, müşteri memnuniyetini sürdürmek ve verimli bir operasyonel ve finansal sonuç geliştirmek için uygulanabilir ve entegre tedarik zinciri yönetimi geliştirmelidir. Tedarik zinciri yönetimindeki üyelerin sürekli etkileşim içinde olması gerekir. Aksi takdirde müşteri memnuniyetsizliği, dağıtım maliyetleri, stok fazlası gibi çeşitli sorunlarla karşılaşılmaktadır. Sorunlar etkin tedarik zinciri yönetimi ile çözülebilir. Bu çalışma ile, kısıtlı alandaki sürdürülebilir tedarik zinciri yönetiminin inşaat sektörü uygulaması ile sektöre ve yazına katkı sağlaması umulmaktadır.

CUSTOMER EXPERIENCE, SERVICE QUALITY DAN BRAND IMAGE YANG MEMPENGARUHI KEPUASAN PESERTA PELATIHAN BUSINESS WISDOM INSTITUTE (BWI) DI INDONESIA

Customer satisfaction is very important for the sustainability of a company. Whether or not consumers are satisfied with a company has an impact on the company. Likewise, the Business Wisdom Institute (BWI), which is a service provider company engaged in training, needs to maintain customer satisfaction in order to maintain the continuity of the company. This study aims to determine the effect of customer experience, service quality, and brand image on the satisfaction of the Business Wisdom Institute training participants. This type of research uses a quantitative approach and the method of analysis is multiple linear regression analysis. The subjects in this study were the participants of the Business Wisdom Institute training as many as 100 respondents and using a purposive sampling technique. The results of this study indicate that customer experience and brand image have a significant effect on the satisfaction of Business Wisdom Institute training participants, whereas service quality has no significant effect on the satisfaction of Business Wisdom Institute training participants.

Strategic Decision of Sudimampir Market Traders Banjarmasin in Dealing with Changes in the Business Environment

The business environment is always changing rapidly and continuously because the world has entered the era of economic globalization, politics, the era of information technology, and the era of a management revolution. Changes in the environment cause business units to have to make adjustments to these changes and the competition to use their capabilities to the maximum extent possible, to excel in the competition. Business units make the right decisions in determining strategies that can be used to face competition. This study aims to explain strategic decision-making in dealing with changes in the business environment carried out by traders at Sudimampir Banjarmasin Market. The type of research conducted is descriptive qualitative research. The research was conducted at the Sudimampir Market, conducted from June to November 2022.
 Based on the results of the study, it can be concluded that the strategic decisions used by the traders of Pasar Sudimampir Banjarmasin in the internal business environment are selling goods not depending on certain brands, maintaining the availability of merchandise, selling goods that are easy to obtain, setting selling prices cheaper than competitors, looking for places strategic business, maintain customer satisfaction with the goods sold, pay attention to the number of employees sufficient to serve buyers and provide good service to attract consumers' interest, maintain the quality of products sold to gain consumer confidence, the availability of sufficient capital to manage the business, and not make loans to increase capital. The strategic decisions used in the external business environment are to pay attention to the ability of consumers to buy and this affects the selling price and quality of the products offered; have a permanent supplier to maintain the quality of the products offered; keep selling offline during the covid-19 pandemic; and offline sales are the main focus of sales and the use of digital technology in sales and promotions carried out by some traders in the Sudimampir Market, Banjarmasin.

The Role of Motivation, Satisfaction, Discipline, and Environment on Perumdam Tirta Kencana Employees’ Performance

Today, the ability of a corporation to continually maintain and improve the quality of client service is largely dependent on staff performance. Companies with high-performing personnel can assist in maintaining customer satisfaction. Perumdam Tirta Kencana Region III Samarinda City is in severe need of outstanding staff performance to enhance community services and boost enterprise output. The purpose of this study was to determine the impact of motivation, job satisfaction, discipline, and environment on the performance of Perumdam Tirta Kencana Region III Samarinda City personnel. The data analyzed originated from 56 employee questionnaires. Utilizing the technique of saturated sample for data collection (population). Data analysis with Partial Least Square Structural Equation Modeling (PLS-SEM) through SmartPLS version 3.2.9. The results indicated that motivation, job satisfaction, and discipline had a favorable impact on employee performance. The environment has no major effect on employee performance, though. Increased employee motivation, job satisfaction, and work discipline will result in enhanced performance.

Customer Service as a Decision-Making factor in a Mozambican Telecommunications company

The present article presents the results of research conducted for a PhD thesis in Communication Sciences. In essence, an attempt was made to answer the question: how is customer service a driving factor in the construction of relations between a telecommunications company (mcel) and its customers? With a comprehensive base and with dimensions based on strategic and operational areas, the study was based on a mixed methods approach. In terms of representativeness, we opted for the collection of quantitative data, focusing on a simple random sample, built through the lottery system, aided by a questionnaire whose internal consistency was validated and tested using the Cronbach Alpha coefficient. The quantitative analysis was based on descriptive and inferential statistics, supported by the SPSS (Statistical Program for Social Science) and the method of trajectory analysis. Qualitative data were collected through documentary analysis, using focus group interviews and treated by conjugation of content analysis and triangulation. The study reveals that the importance of customer service in building the relationship between mcel and its customers lies in recognising it as a tool to build a competitive advantage, especially since in the mobile telephony sector technology and products are undifferentiated. On the other hand, clients use customer service to evaluate the quality of service and decide their provider. Customer service in the telecommunications company (mcel) is positive, however, there is a need for continuous improvement, in order to maintain customer satisfaction and business stability.

Analisis Pengaruh Customer Relationship Management terhadap Loyalitas Dengan Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Pelanggan Smartphone Vivo di Sidoarjo)

Smartphones have become a basic human need, so many companies deploy various strategies to maintain customer satisfaction and loyalty, one of which is through Customer Relationship Management (CRM). This study aims to analyze the influence of customer relationship management on loyalty with customer satisfaction as an intervening variable. The research population is all Vivo smartphone customers in Sidoarjo. In this study using a sample of 54 respondents. The non-probability sampling method in purposive sampling is the technique used in sampling. While the data analysis technique uses Partial Least Square (PLS) with the help of SmartPLS 3.0 software. The research results show that Customer Relationship Management (CRM) has a positive and significant effect on customer satisfaction and loyalty, customer satisfaction has a positive and significant impact on customer loyalty, and customer satisfaction is an intervening variable that is able to mediate the influence of Customer Relationship Management (CRM) on customer loyalty.

Utilizing SAP aATP Functionality for Real-Time Product Availability in the Supply Chain

This research paper explores the utilization of SAP Advanced Available-to-Promise (aATP) functionality to enhance real-time product availability in supply chain management. In today’s fast-paced market, the ability to provide accurate product availability information is crucial for maintaining customer satisfaction and optimizing inventory management. The aATP solution offers organizations the capability to assess inventory levels and fulfillment options in real time, integrating seamlessly with existing SAP systems. This study investigates the key features of SAP aATP, including its demand-driven replenishment, real-time analytics, and enhanced visibility across the supply chain. Through a combination of qualitative and quantitative research methods, including case studies and surveys, the paper analyzes the impact of aATP implementation on order fulfillment rates, inventory turnover, and overall supply chain efficiency. The findings indicate that organizations leveraging aATP experience significant improvements in responsiveness to customer demands and a reduction in stockouts and excess inventory. The paper concludes by discussing best practices for implementing SAP aATP, highlighting its role as a transformative tool in achieving agile and efficient supply chain operations. This research not only contributes to the existing body of knowledge on supply chain optimization but also provides practical insights for businesses seeking to leverage technology to enhance their operational capabilities.

PENGARUH FAKTOR LOKASI, KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA UMKM SUNTHAI TEA STABAT

Consumer satisfaction is how consumers feel when comparing what they anticipated to what they really received. Maintaining customer satisfaction is crucial for both large and small organizations, including MSMEs, because a company can only survive and expand if it maintains and increases customer satisfaction. This study aims to determine how location, product and service quality, and location effect customer satisfaction in small and medium-sized enterprises (SMEs) such as Sunthai Tea Stabat. In this research, collaboration and a quantitative approach are employed. The research populations consists of those who buy sunthai tea product, and 100 of them were requested to complete a questionnaire. According to the research findings, location (X1) has a significant effect on consumer satisfaction. Meanwhile, product quality (X2) has a significant impact on customer satisfaction. In addition, service quality (X3) has a significant impact on customer satisfaction. However, location, product quality, and service quality all impact consumer satisfaction simultaneously. This study concludes that Sunthai Tea Stabat's location MSME, product quality, and service quality all have positive and statistically significant effects on consumer satisfaction.

Classification of potential customers using C4.5 and k-means algorithms to determine customer service priorities to maintain loyalty

The increasing competition among Middle-Class Micro Enterprises (MSMEs) is a problem because business actors must improve techniques and strategies to maintain customer satisfaction, and the number of customers continues to increase. Customers are an essential asset for the company. To maintain customer loyalty with promising prospects for the company, a strategy is needed to support this. Strategies such as service prioritization can be used to maintain customer loyalty. This research was conducted to classify customers who are estimated to have good prospects for the company so that service priorities are not mistargeted by utilizing 1683 data from store By.SIRR, a fashion store in Semarang, Indonesia contains five attributes, and customers are classified and are estimated to have promising prospects for the company. Data mining methods use the C4.5 and K-Means algorithms to classify the classification process. The research resulted in the grouping of customers into four categories: potential lover, flirting, faithful lover, and spiritual friend. From the validation test conducted using the Confusion Matrix Validation method, the classification results get an Accuracy of 97.70%.

PENGENALAN KUALITAS PELAYANAN PADA UKM SHINTYA’S KITCHEN DI JAMBI

Providing quality service is very important in achieving a level of customer satisfaction. Every company, both large and small, must be able to improve the quality of service to consumers, so that the company can maintain business and face more and more competitors. Pkm's activity partner is Shintya's Kitchen which is a business in the culinary field in the Jambi area. In running a business, partners have problems in terms of improving the quality of service. Knowledge of the quality of service is not yet fully understood by partners. Therefore, the purpose of PKM is to help overcome partner problems in understanding more about the quality of service that partners must pay attention to in running a business. The activity method is carried out through training delivered by the chairman and student members online through ZOOM meetings. The meter presented includes: elaboration of the service quality dimension model, namely Responsiveness, Reliability, Assurance, Emphaty and Tangibles. The results of the activity show that it has been carried out well and runs smoothly, partners can understand the quality of service, as evidenced by the results of the evaluation of partner answers 100% understanding the material that has been submitted by the PKM Team leader. Ultimately the PKM program has helped partners understand more about the quality of service, which can be applied to customers. In the future, partners can maintain customer satisfaction, which in turn can become loyal customers.

THE MEDIATING ROLE OF PERCEIVED VALUE BETWEEN PRODUCT DESCRIPTION AND REPURCHASE INTENTION

This study investigates and explains the perspective of customer behavior based on the effect of the product description causality on repurchase intention mediated by perceived value for customers who shop online through e-commerce platforms. The quantitative approach used in this research is through “the distribution of designed questionnaires to 228 respondents with the criteria of respondents having made purchases on the e-commerce platform. We also analyzed the data using a partial least square which tests the hypothesis and produces an inner model Based on the results it shows that the product description has a positive and significant effect on cognitive and affective online customer experience and perceived value. Additionally, the two dimensions of online customer experience also show positive and significant results on perceived value. The mediating role of perceived value on customer satisfaction and repurchase intention also shows the same. This is a novelty of this research, which is an important part of providing customer satisfaction so that they are interested in repurchasing. The implications of the results of this study can be seen that perceived value plays an important role in controlling customer behavior. This study suggests that online shoppers to pay attention to product descriptions on e-commerce platforms and provide adequate service values to maintain customer satisfaction and loyalty. This study integrates several variables related to customer behavior, namely, product description as an initial influence in deciding to buy a product and perceived value that plays a central role in customer satisfaction and repurchase intention. Therefore, future research can add other variables to be developed to increase satisfaction and repurchase.

Analisis Penerapan Prespektif Balanced Scorecard terhadap Kinerja UMKM (Studi Empiris Warmindo di Kota Semarang)

The research was conducted on the MSME commercial sector which aims to find out how much contribution the implementation of the Balanced Scorecard (BSC) has by using four perspectives: finance, customers, internal business processes and learning and growth. The Balanced Scorecard concept is considered in accordance with the consideration that this concept is able to balance short-term plans with long-term plans, as well as balance financial performance with non-financial performance. In addition, the benefit of this research is that the company has the right business strategy and work program that can deal with these changes, enabling it to maintain and expand its business in the future in accordance with its vision and mission. By using this research technique, the application of BSC through four perspectives can make a significant contribution to the company's performance. This shows that MSMEs are continuously oriented towards efforts to maintain customer satisfaction to gain trust from product quality followed by the support of their productive and committed employees who will be able to provide products/services efficiently, consistently and on time by using information technology which has an impact on the ability to organization to generate adequate financial returns

RM TAWAKAL CUSTOMER SATISFACTION ANALYSIS USING CSI AND IPA METHODS

Apart from clothing and shelter, food is a basic human need. No wonder the culinary industry is growing rapidly in various cities in Indonesia. One of them is in Klaten, Central Java. An example of a restaurant business (RM) in Klaten is RM Tawakal Haji Rofi`atun. RM Tawakal is located in Popongan Hamlet, RT03, RW03, Tegalgondo, Wonosari, Klaten. Maintaining customer satisfaction requires quality control to meet customer needs and satisfaction.The purpose of this study was to determine customer satisfaction with the service quality of RM Tawakal. Respondents of this survey are RM Tawakal clients and surveyed data collection / surveyed. Data processing is based on the Customer Statistics Index (CSI) and Importance Performance Analysis (IPA). According to the survey, the final result of the calculation of the Customer Statistics Index (CSI) is 80.01%, and consumers are satisfied with the services provided, but not optimally. When tested using the Severity Performance Analysis (IPA) method,quadrant A contains six attributes. That is, there are six attributes whose service has not been maximized, and restaurants need to improve service.

KEPUASAN PELANGGAN PADA USAHA JASA PENDIDIKAN

Customer satisfaction is very important to a company's services, because satisfied customers will come back, buy more, spread the experience to another friend, and is willing to pay more to do business with a trusted provider. Efforts to maintain customer satisfaction one of which is to monitor what they want from the services that are presented. This study aimed to measure the level of customer satisfaction in the business of outdoor education and training, in which customer satisfaction is measured on the dimensions of perceived service and expected service. 
 The population in this study is service users of the outdoor education and training at the Centre for Education and Training Managerial Behavior University of Wijaya Putra that training in January and June 2014, samples were taken by purposive random sampling technique amounts to 143 people. The variables of this study customer loyalty, service quality, perceived quality, perceived value, and customer expectation and customer complaints. Analysis of the data used is multiple linear regression analysis with hypothesis testing with the F test and t test. 
 The expected outcome of this research is the acquisition of the factors that affect customer satisfaction on service providers of outdoor education and training, in terms of quality of service indicators (tangibles, reliability, responsiveness, assurance and empathy). The results show that there is good agreement between the performance perceived by the user's expectations of the outdoor education and training services. These conditions can be considered satisfactory by management for the success of providing the best service to users of the service. Cartesian diagram determine the right strategy for the management to improve service quality are a top priority especially.
 

IMPROVING CUSTOMER LOYALTY WARDAH BRAND THROUGH BRAND IMAGE AND PRICE FAIRNESS: CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE

This research aimed to analyze the effect of brand image and price fairness on Wardah brand customer loyalty with customer satisfaction as an intervening variable. The data used was primary data collected using a questionnaire containing 21 questions. The number of respondents was 165 respondents consisting of Customers who made repeated purchases of Wardah products in Pekanbaru City. The data were analyzed using path analysis with the help of the PLS program. The results showed that brand image and price fairness positively and significantly affected customer satisfaction. The brand image had an insignificant effect on customer loyalty. Price fairness and customer satisfaction positively and significantly affect customer loyalty. Brand image intervened by customer satisfaction had a positive and significant effect on customer loyalty. The last one is price fairness intervened by customer satisfaction had an insignificant effect on customer loyalty. Thus, companies should maintain customer satisfaction to reinforce customer loyalty and gain a larger market share.

Clustering Data Penjualan Produk Makanan pada Toko Toserba Yogya Siliwangi dengan Menggunakan Metode K-Means

Product availability is one of the important factors to increase sales and maintain customer satisfaction in meeting their needs. With this, the company needs to analyze sales data, both for the best-selling products or those that are not selling well from sales reports every month, especially for food products. Of course, this is not easy, especially for a large enough retailer such as the Yogya Siliwangi Toserba which has thousands of product items and thousands of sales data every month. The above problems can be solved by grouping the data using the k-means clustering algorithm on rapidminer with variables taken by the name of goods, incoming goods, outgoing goods and stock. The goal is to maximize sales and maintain product stock availability to meet the diverse needs of consumers. From the calculation of the k-means algorithm using the rapidminer application, the results obtained are in the form of three clusters, cluster_1 3 items, cluster_2 13 items and cluster_0 454 items with Devies Bouldin results being 0.478.