Measuring Customer Satisfaction Research Articles

Air India pee gate case – need for comprehensive SOPs in customer management

Learning outcomes This case study allows students to appreciate the value of standard operating procedures in customer management. This case study emphasises the role of employees in delivering superior customer experience. This case study explores many facets of customer experience, reputation, social class membership and standard operating procedures (SOPs). Students will be able to apply theories of customer experience, behavioural psychology and service dimensions relevant to the airline industry. After completing this case study, students will be able to do the following:1. Evaluate the value of SOPs in Customer ManagementThis case study refers to the need for adhering to SOPs to deal with complex situations. Students will be able to evaluate whether compliance to SOPs could have helped Air India avoid the crisis or was it possible that a culture of absolute commitment to customer wellbeing could have prevented the crisis.2. Apply the theory of defensive attribution in customer grievance handling. Discuss if reducing customer effort in getting their problem solved can result in superior customer service.The victim had attributed the blame for not insisting on filing a complaint to the crew. Air India crew had defended their actions or lack of it by stating that they had followed the rule book. Students will be able to appreciate the need for a swift redressal mechanism to protect the self-image and self-esteem of the person/group involved. They will also understand that customer service interactions designed to solve customer problems swiftly and easily can be a very simple dictum to guide all employees in their decision-making while handling a customer complaint. 3. Evaluate the relationship between customer satisfaction and customer experience and examine the value of net promoter score (NPS) to study customer satisfaction. Air India Airlines was catering to varied customer groups such as the Indian diaspora, large student population pursuing education abroad, first-time flyers and the rising middle class with travel aspirations. Customer expectations vary across segments and change over their lifetime. Airline staff must trace customer corridors and deliver on customer expectation across the touch points that matter to them to ensure meaningful and relevant service delivery. Students will have an opportunity to evaluate the NPS in measuring customer satisfaction and debate whether it is a sufficient metric to guide the organisation on delivering and monitoring customer experience. 4. Examine why reputation risk management and not crisis management should be the focus of Air India in delivering superior customer service because nearly 70%–80% of market value for a company comes from its intangible assets such as brand equity and reputation. Students will discuss crisis management i.e. handling the threat to reputation after it has occurred and reputation risk management i.e. proactively managing potential threats to its reputation by taking timely actions to avoid or mitigate it. There are three factors (reputation reality gap, changing beliefs and expectation and weak internal coordination) that determine reputational risks. Students can evaluate this model to determine if Air India should address these three factors to manage its reputation proactively. Case overview/synopsis This case study is set around an incident that happened on 26 November 2022, on Air India flight bound for Delhi from New York when an inebriated 34-year-old man had peed on a 72-year-old woman. The perpetrator of the crime had walked free, and the victim was left dissatisfied with how the cabin crew had handled her ordeal. Air India Airlines was launched in 1932 by industrialist JRD Tata and nationalised in 1953. In 2021, Tata Group acquired the 90-year-old Air India from the Government of India for $2.4bn (INR 18,000 crore) and appointed Campbell Wilson as chief executive officer and managing director. The incident brought to the fore the customer management issues that Wilson had to address. First on the list of Air India’s turnaround plan was delivering “exceptional customer experience”. How was it going to achieve it because the Indian aviation ecosystem lacked infrastructure such as airports, airspace, competition and customer preference-based services? There was also shortage of pilots, engineers, technicians, air-traffic controllers and technocrats to occupy positions within security agencies and regulatory bodies. With Air India’s acquisition, the Tata Group had to find innovative solutions to deal with decades of internal neglect, non-performance and labour union problems. This case study is relevant to address real issues of customer experience, consumer psychology, reputation risk management and standard operating procedures in service management. Complexity academic level This case is suitable for both undergraduate and postgraduate level students of business management. It can also be used for training service personnel of aviation industry. Supplementary materials Teaching notes are available for educators only. Subject code CSS 8: Marketing

أثر الخدمات الإلكترونية على رضا العملاء في الدوائر الحكومية – دراسة حالة: دائرة الجمارك الأردنية

This study mainly aims to identify the impact of e-services provided by public sector departments on customer satisfaction and the level of service provided to them. Jordanian Customs was adopted as a case study in which some computerized systems are used in the procedures of dealing with customers, such as: e-Public Service System, ASYCUDA Global System Service, Customs Tariff Application Service via cellular devices, ATA admission e-service, and e-tracking service. To achieve this goal, a questionnaire was designed containing 46 paragraphs related to the variables of the study, divided into: (32) paragraphs measuring the dimensions of e-services, and (14) paragraphs measuring customer satisfaction, The researchers in this study used descriptive, analytical, and field survey approaches, and the study reached a set of results centered on the existence of a statistically significant impact of the e-services provided by Jordan Customs and the existing application systems on customer satisfaction. In light of the results, the current study recommends the following: 1. Generalize the results of the study to the decision makers in Jordan Customs to identify strengths and weaknesses, and embody the principle of research and development in the department. 2. Developing the e-public service and creating a mechanism that helps clients accomplish their transactions in one place instead of moving between the directorates of the department's main offices or between the customs centers and the department. 3. The need to provide a strong network, software, and programs that support the global ASYCUDA system to prevent frequent disconnections and develop a mechanism or a system that saves data first in the event of disconnection. 4. Reconsidering the ATA admission e-service by a specialized committee of programmers with the aim of modernizing and developing it so that it is easier to use in order to enhance usability.

Application of the New Importance–Performance Analysis Method to Explore the Strategies of Rural Outdoor Dining Experiences in Taiwan

Taiwan is an island where the city and nature combine to become the most beautiful open-air museum in the world, known as Formosa. With climate change and industrial development as the main changes in consumption behavior, the integration of ecology, the environment, and agriculture into food culture is gradually becoming valued in Taiwan. This study explores the quality of the rural outdoor dining experience in Taiwan; therefore, questionnaires were distributed to outdoor dining attendees from the north, central, south, and east, and we obtained 396 valid questionnaires. The rural outdoor dining satisfaction experience can be improved using the innovative New Importance–Performance Analysis (NIPA) model, which is based on the original IPA methodology but modified by the performance of the risk management judge. Additionally, we applied the zone of tolerance (ZOT) to evaluate the quality of priority and the importance–performance analysis (IPA) to make innovation decisions. The model also encourages decision-makers to consider environmental factors and customer feedback. It has not only been used to measure customer satisfaction, assess customer behavior, identify customer needs, and determine areas where quality needs to be improved, but it can also be used to measure the success of business decisions and identify potential areas for improvement. The results show that rural outdoor dining experiences in Taiwan have led to the development of a low carbon economy and a new business model for operators in order to follow the result of NIPA and develop service marketing strategies.

An improved IPA approach driven by big data and its application to customer satisfaction research of energy-saving appliance

Against the backdrop of increasing global demand for reducing greenhouse gas emissions, promoting the use of energy-saving and environmentally friendly products has become a crucial aspect of low-carbon economic development. Customer satisfaction plays a vital role in the promotion of these products. To address the challenges of dealing with big data in the conventional customer satisfaction analysis tool, Importance Performance Analysis (IPA), a machine learning-based method is proposed to improve IPA. Firstly, the Latent Dirichlet Allocation (LDA) model is used to capture users’ opinions on different product topics. Then, the Support Vector Machine (SVM) and Random Forest (RF) algorithms are employed respectively to assess the satisfaction and importance of product attributes, enabling an objective measurement of customer satisfaction and adapting to the current trend of big data. The proposed method is applied to the analysis of water heater satisfaction on the JD platform, obtaining satisfaction levels for 10 topics. The research findings demonstrate that the improved IPA method based on SVM-RF effectively explores customer satisfaction and can provide some improvement strategies for platform managers and manufacturers.

Explainable Artificial Intelligence based Detection and Early Diagnosis of Polycystic Ovaries Syndrome using Optimized Hybrid Deep Learning Technique

Customer satisfaction is directly related with the customer retention. The marketer should understand the needs and expectations of his customers for making an effective marketing strategy. Measurement of customer satisfaction enables the firm to deliver maximum value to the customer. Delivering the values to customers facilitates in the creation of loyal customers. The main thrust area among these challenges is the dissatisfaction of customers. The main reason behind this dissatisfaction is the expectations of modern customers who are tech-savvy guys. The digitalization in the area of business is likely to continue in future which will create more challenges before the marketers. Hence customer satisfaction cannot be ignored in the modern digital age

MARKETING MIX EFFECT TOWARDS CONSUMER SATISFACTION AND ITS IMPACT ON LOYALTY:

The purpose of this study is to analyze the effect of 4P’s marketing mix (product, price, place, promotion) on consumer satisfaction and analyze the effect of satisfaction on consumer loyalty. This research involves quantitative data collection by distributing questionnaires to a purposively selected sample of 100 consumers of Jeruk Pecel Tulen soy sauce in Surabaya City. The analysis method used is the PLS-SEM (Partial Least Square – Structural Equation Modeling). The results showed that the 4P’s marketing mix variables have a positive relationship with consumer satisfaction, but not all of them have a significant effect. The variables of product and price have a positive and significant effect on satisfaction, while the variables of place and promotion do not have a significant effect on the satisfaction of consumers. Furthermore, satisfaction has a positive and significant effect on consumer loyalty of Jeruk Pecel Tulen soy sauce. The limitation of this study is that other variables can measure customer satisfaction and loyalty besides the marketing mix. However, conducting this research can provide insights for future research in helping companies build stronger relationships with consumers, increase consumer loyalty, and ultimately drive business growth.
 Keywords: Marketing Mix; Consumer Satisfaction; Consumer Loyalty

MENGUKUR KEPUASAN PELANGGAN BERDASARKAN KELUHAN DAN SARAN PELANGGAN MENGGUNAKAN ALGORITMA C4.5

The influence of service quality on customer satisfaction is very large. Criticism and suggestions from customers are a must for researchers because they can measure customer satisfaction. The higher the positive response and rating, the ideally it is a sign that customers are satisfied with the service they receive. Quantitative research methods are defined as part of a series of systematic investigations of phenomena by collecting data to then be measured using mathematical or computational statistical techniques. Meanwhile, quantitative relies on questionnaires as a technique for obtaining research data. The questionnaire will be distributed by the researcher to a group of people who are considered capable of representing the problem and can answer the research questions. 1. With the large number of patients undergoing examinations at the Ngaliyan Community Health Center, it is necessary to add more seating to the waiting room so that patients can be more comfortable. 2. Arrange the registration waiting room and medicine collection waiting room so that they can be separated. In the long term, additional space is needed. 3. It is necessary to improve the service process for patients so that the process is faster and more timely.

A STUDY ON CUSTOMER SATISFACTION TOWARDS HERO TWO WHEELERS IN DHARMAPURI TOWN

Abstract :Customer satisfaction is a focused strategy for many organizations because happy, loyal customers help businesses earn more money. Measuring customer satisfaction can help a company determine what’s working well with its products, services and internal processes and what it could improve or change. Learning about customer satisfaction can help you improve your sales skills and provide stronger products and services to consumers.

Measuring Online Customer Satisfaction Based on Customer Reviews: Topic Modeling Method Using Latent Dirichlet Allocation (LDA) Algorithm

Companies invest significant resources in retaining their customers. Nonetheless, organizations have witnessed customer attrition due to inadequate loyalty. This trend is particularly prevalent among online customer bases. The root cause of this issue lies in the absence of an effective tool for measuring online customer satisfaction that surpasses the capabilities of existing methods. To address this concern, a quantitative study explored the dimensions of online customer satisfaction measurement and established a model applicable across industries for gauging and predicting online customer satisfaction. This was accomplished by conducting an online survey via SurveyMonkey with 384 respondents, employing supervised and unsupervised machine learning techniques in conjunction with the topic modeling algorithm, Latent Dirichlet Allocation (LDA). The findings of this study revealed a significant relationship between predictor variables such as navigation, playfulness, information quality, trust, personalization, and responsiveness and the target variable, online customer satisfaction, employing multiple linear modeling (LSM). Furthermore, it was observed that this phenomenon transcends age groups, impacting both younger and older customers alike. However, it is essential to acknowledge certain limitations, including the risk of overfitting, challenges in establishing external validity, a narrow focus on the retail sector (B2C), and a restricted scope limited to the United States market.

CONSUMER WILLINGNESS TO PAY FOR CHAIYA ORGANIC SALTED EGG IN SMART LABEL PACKAGING: THE CASE STUDY IN SURAT THANI PROVINCE

Purpose – This research studies the factors influencing willingness to pay and to evaluate the value of willingness to pay for Chaiya organic salted egg in smart label packaging among consumers in Surat Thani province. Research methodology – The Conjoint Analysis method was used to analyse attribute factors based on literature reviews and related research. Data were collected through interviews and questionnaires from a consumer group aged 15 years and up, totalling 250 individuals. Findings – The results revealed that the attribute of the product with the greatest impact on consumer satisfaction is the certification seal for organic authenticity. This attribute would lead to an increasing price of approximately 1.35 USD per box. If Chaiya organic salted egg have modern packaging with a color bar indicating the salt level and an organic certification seal, the price level of Chaiya organic salted egg was two times higher than general Chaiya organic salted egg. Consumers were willing to pay the highest price at 7.46 USD per box. Research limitations – Having an excessive number of attribute sets may lead to confusion for interviewees when assigning scores to each set of attributes. Practical implications – Conjoint Analysis is a tool suitable for measuring customer satisfaction towards various product attributes and developing new products to introduce into the market. Originality/Value – the attribute of the product with the greatest impact on consumer satisfaction is the certification seal for organic authenticity.

Proposal of a Customer Satisfaction Index Model (Part of the Antecedents) Adopted to the Algerian Context

Measuring customer satisfaction is an efficient method for evaluating organisational performance of firms, especially in today’s competitive environment. In the Algerian context, where the industry is developing rapidly and the customer satisfaction and its antecedents have an importance for the most of the Algerian companies, it becomes crucial to explore the factors influencing customer satisfaction in the industrial sector. Therefore, the main objective of this study is to develop a specific model for a customer satisfaction index in the Algerian industrial environment. The inexistence of this type of models in the Algerian context has provided difficulties to companies in detecting what affects the satisfaction of their customers; this research can help them to find out what are the factors that impact on the customer satisfaction and improve it. To achieve this, we have examined previous studies conducted in other countries to identify the antecedents of customer satisfaction. The research methodology employed in this study follows a quantitative approach. We conducted a questionnaire survey among a sample of 203 customers of the BCR brand, which specialises in faucet production. The questionnaire was designed to measure various factors, including corporate image, customer expectations, perceived quality, perceived value, price, and handling of complaints. The collected data was analysed using SPSS software, and the model will be constructed using Smart-PLS software. The findings of the study confirmed that three variables significantly impact customer satisfaction in the studied context: perceived value, price, and perceived quality, specifically focusing on the sustainability dimension. Based on these results, we have developed a customer satisfaction index model, specifically focusing on the antecedents’ part, which incorporates these three variables.

Consumer Perceptions and SWOT Analysis of Seed Products From the Seed Center Teaching Factory

Superior rice seeds can increase production by at least 10%/ha, but this program must be supported by the availability of seeds, and easy access to seeds at affordable prices for farmers. One of the superior seed producers in Jember is the Seed Center Teaching Factory of Politeknik Negeri Jember. Seed Center products are distributed to areas around Jember, Bondowoso, Situbondo, Probolinggo, and several areas outside Java. Sustainable products are affected by product quality and maintaining customer satisfaction. This research aims to analyze consumer perceptions, measure customer satisfaction, and determine recommendations for product improvements and marketing strategies that appropriate consumer needs. Data were collected through interviews and questionnaires while using SWOT analysis. The sample in this study included agricultural shops as regular consumers and farmers as direct users. The results show that all seed products are in great demand by consumers and farmers, namely Inpari 32, Logawa, Ceherang, and Sintanur. The biggest weakness is limited buyer partners, products not always available, and outlets far from the market. Besides that, the biggest opportunity is an abundant market and basic needs products supported by the government. The strength is that the products are complete business legality and certified seeds, affordable prices, solid team, and sufficient business capital.

The effects of digital platforms on customers’ satisfaction in international shipping business

PurposeThe introduction of digitalisation in the shipping industry has fundamentally transformed traditional business models. This necessitates an investigation of its impact on customer satisfaction. This study aims to adapt the technology acceptance model in its survey instrument design to understand and evaluate customer satisfaction of shipping lines’ digital platforms.Design/methodology/approachThis study used a mixed-methods approach, incorporating quantitative and qualitative research techniques. Primary data were collected through an online survey designed to measure customer satisfaction in relation to the digitalisation initiatives implemented by the shipping lines. Survey respondents comprised professionals who were online platform users, particularly in the instant spot quotation process and blockchain bill of lading.FindingsThe results for both instant spot quotation process and blockchain bill of lading revealed digital trust to be the most influential determinant of customer satisfaction, followed by perceived ease of use and perceived usefulness. There was also a very strong correlation between perceived ease of use and perceived usefulness as well as between digital trust and perceived ease of use. The managerial implications of digitalisation are also discussed.Originality/valueThe adoption of digital tools is gaining traction in the container shipping sector, and there exists a need to investigate the correlation between digitalisation and customer satisfaction. This study offers significant insights to stakeholders in the shipping industry, particularly in designing and implementing user-friendly digital platforms.

Pengukuran Kepuasan dan Kualitas Pelayanan terhadap Konsumen Jasa Transportasi Kereta Api

This research aims to analyze the measurement of customer satisfaction and service quality in the context of rail transportation services. The theory used in this research is the Servqual theory, which emphasizes five dimensions of service quality, namely concrete evidence, reliability, responsiveness, assurance, and empathy. The research method applied was a survey design involving 140 respondents who used rail transportation services in Surakarta. Sampling was carried out using a purposive sampling method, with the criteria being that respondents were less than 40 years old and had used train transportation services at least 4 times in the last year. The research results show that there is a positive influence of employee service behavior orientation on service quality with a T statistic of 7.041 (>1.96) and a P value of 0.000 (<0.05) and a positive influence of physical facilities on service quality with a t statistic of 4.860 (>1.96) and P value 0.000 (<0.05). Apart from that, service quality has also been proven to have a positive effect on consumer satisfaction with a T statistic of 12.942 (>1.96) and a P value of 0.000 (<0.05). The implication of these findings is that it is important for rail transportation service companies to pay attention to employee behavior and physical facilities as an effort to improve service quality, which in turn can increase consumer satisfaction and the competitiveness of transportation service companies.

A STUDY OF CUSTOMERS SATISFACTION LEVEL IN ALMORA ZILA SAHKARI BANK LTD.

Customer satisfaction is one of the most important factors in banking business. When it comes to co-operative banks, customers satisfaction level differentiates one bank from another, thus measuring customer satisfaction is exceedingly important. This research paper is an attempt to examine the current level of customer satisfaction in Almora Zila Sahkari Bank Ltd. For this study, descriptive research design is used which is mainly based on primary data collected through the questionnaire. Information is gathered from the different customers of Almora Zila Sahkari Bank Ltd. In this study the researcher understand various aspects regarding the customer satisfaction in the services offered by AZSB Ltd. 150 customers are used as sample for the study. To assess the customer’s satisfaction level, 5 point Likert’s scale has been used. It is observed that the overall perceptions of customers towards the services of AZSB Ltd. rated “above average” satisfaction level (above 3 to below 4).

Classifying Different Levels of Customer Satisfaction With Vietnamese Hotel Services by Analyzing Customer Feedback

The development of online booking systems has created information platforms for sharing customers when choosing a destination. Mining this information helps to understand the customer's experience and measure customer satisfaction with hotel services. Recent studies used this approach with machine learning or language models to mine the data generated by customers on the internet. However, this approach still has some limits when wanting to understand more customer insight. This article uses linguistics rules to measure customer satisfaction by combining aspects and polarity words. In the first step, the dataset with 21,196 reviews on seven main cities in Vietnam was collected from TripAdvisor. Next, the study developed a series of formulas to measure customer satisfaction with Vietnamese hotel service aspects based on inferential statistics and linguistic rules. Python's VADER library was used to measure overall customer satisfaction for Vietnamese hotels. In the final step, by language analysis, the authors calculate and grade the satisfaction score with hotel aspects from 1 to 5. Moreover, the study discovered the negative aspects of positive reviews, while previous studies were rarely mentioned.

CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) of Speed Rum Harbort in Tidore Island City

The city of Tidore Islands is a city whose characteristics are islands, in order to be accessible to other places it has developed itself in the port sector. Where in its development, researchers see the need for community perception as an external basis for determining the development priority scale. This research aims to analyze customer satisfaction and analyze the attributes corrected by Speed ​​Rum Harbor. The sampling method used is accidental sampling and the analysis methods used are Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results showed that Customer satisfaction measurement is 55,51%, it means that customers are quite satisfied. Attributes that need to be improved are of the toilet and waiting room.

Analysis Of the Influence of The Quality of Automatic Teller Machine (ATM) and Mobile Banking Services on Bank Mandiri Customer Satisfaction in The South Jakarta Region

Bank Mandiri is one of the banks with the largest number of customers in Indonesia. This research aims to analyze the level of influence of ATM and mobile banking service quality on Bank Mandiri customer satisfaction. The method used in this research is a quantitative descriptive method. Research Place in the South Jakarta area. The customer population is 170 people with a sampling method using the Slovin technique. Research data was obtained by distributing questionnaires to Mandiri Bank customers with a sample of 120 respondents. The data analysis technique uses multiple linear regression tests. Analysis of ATM service quality uses five dimensions, namely tangible, responsiveness, assurance, reliability and empathy. Analysis of mobile banking service quality uses five dimensions, namely security, convenience, comfort, design and application system. Measuring customer satisfaction uses five dimensions from Hawkins and Lonney's research, namely conformity to expectations, interest in revisiting, and willingness to recommend. The research results show that overall customers are satisfied with Bank Mandiri's ATM and mobile banking services.

Analysis of Telkomsel 5G Customer Satisfaction in South Jakarta using the Technology Acceptance Model (TAM) Method

This research focuses on measuring customer satisfaction with 5G technology in the context of internet services. By utilising the Technology Acceptance Model (TAM), this research aims to understand the extent to which acceptance of 5G technology impacts customer satisfaction. It is assumed that the level of customer satisfaction and customer acceptance of the product are interconnected, as satisfied customers are more likely to accept the product. Through the structural equation modelling (SEM) analysis method with the help of AMOS software, this study will provide valuable insights into the factors that influence customer acceptance and satisfaction in the internet service provider industry, with a focus on 5G technology products. T The study's findings could provide businesses significant insight about creating and sustaining their products in an extremely competitive marketplace. The PEOU variable, which measures customer satisfaction with sustainable use (PU), affects the way Telkomsel's 5G internet connection is used. Users change their behaviour once they feel the benefits, explaining why forcefully implemented technologies are not in line with users' intentions. Most users choose 5G because of their need and satisfaction with high-capacity internet. Furthermore, the usability variable (PU) is influenced by the ease of use variable (PEOU). The easier it is to use, the more useful it is. The behaviour variable is influenced by ease of use (PU) (AUB). The advantages of 5G connections, which include speed and accuracy, influence users' behavioural perceptions. Finally, benefits (PU) affect behaviour when using (AUB). The use of Telkomsel's 5G connection elicits positive behaviours, including satisfaction and consistent use. This connection offers advantages that make it a natural choice for users.

Analyzing of Bank Performance and Customer Satisfaction in Commercial Bank: A Case Study on Nepal Bank Ltd. in Damauli Branch

This study undertakes a comprehensive analysis of bank performance with a primary focus on measuring customer satisfaction. This endeavor is of significant value not only to service-oriented enterprises at large but also holds particular relevance to the banking sector. A central tenet of this research is to underscore the importance of aligning customer-centric strategies with the diverse needs of customers. At its core, this study seeks to illuminate the profound impact of the service quality rendered by Nepal Bank on customer satisfaction, thereby establishing a clear linkage between the two. The research employs purposive and convenience sampling techniques within a non-probability sampling framework. Both descriptive and analytical research designs are employed to elucidate the research objectives. Data collection is accomplished through the survey method, where a meticulously designed questionnaire is disseminated among bank customers. The questionnaire encapsulates customer service parameters and financial performance considerations, along with key determinants influencing these facets. The study employs the chi-square test to test its hypotheses. Statistical analyses entail a five-point Likert scale and a diverse range of tools, including measures such as mean, standard deviation, coefficient of variation, Karl Pearson’s correlation coefficient, and regression analysis, to comprehensively evaluate the variables of interest. The findings of this study underscore the unequivocal linkage between bank performance and customer satisfaction. The study unequivocally concludes that the performance metrics of a bank wield a direct and substantial influence on customer satisfaction levels. The pivotal role of bank performance in driving customer satisfaction is a central implication of this study. Consequently, the banking industry is urged to continuously update its operational performance to be in congruence with the evolving preferences and desires of customers. In conclusion, the insights garnered from this study highlight the critical interplay between bank performance and customer satisfaction. These findings underline the crucial role of customer-centric strategies in enhancing the banking experience. The implications extend to the broader financial service industry, emphasizing the need for adaptive policies that align business operations with customer expectations.