Customer Satisfaction Index Model Research Articles

ABOUT THE METHODOLOGY FOR ASSESSING THE DIGITAL MATURITY OF TELECOMMUNICATION COMPANIES

The article briefly describes the impact of modern global processes on the activities of companies in general and telecommunications companies in particular. A brief systematic description of contemporary models and methods for assessing the digital maturity of enterprises and a detailed description of the methodology for assessing the loyalty and trust of consumers of telecommunications services is provided. The author's model for evaluating the digital maturity of telecommunications companies, obtained by expanding the European Customer Satisfaction Index (ECSI) model, is presented. The methodology for conducting elite interviews, questioning a large number of respondents, and the features of processing such data are described. The topics of interviewing senior managers of telecommunications companies in Israel on the issues of assessing digital maturity are presented. Questions from a survey of telecommunications company users about loyalty, consumer trust, and digitalisation priorities are also given.

Measuring automobile service quality with the European customer satisfaction index model (ECSI): the moderating effect of trust

PurposeIn this study, the service quality of an automobile authorized service center was investigated based on the European Customer Satisfaction Index (ECSI) model. The ECSI model includes image, customer expectations, perceived quality, perceived value, customer satisfaction, customer complaints and customer loyalty.Design/methodology/approachIn the study, an attempt was made to improve the ESCI model by adding the trust factor as a moderating variable. After an extensive literature review, measurement questions were developed to best represent the factors in the research model. Partial least squares structural equation modeling (PLS-SEM) was used to test the fit of the research model and test the hypotheses.FindingsAs a result of the analysis, only one of the 13 hypotheses tested was not supported. According to the results of hypothesis testing, the highest effect was found in the relationship between customer satisfaction customer complaints, customer expectations and perceived quality. In addition, customer expectations affect customer satisfaction indirectly rather than directly. In this case, customer expectations, perceived value and perceived quality influence customer satisfaction.Practical implicationsThe customer satisfaction quality index score of the authorized automobile service whose service quality was measured was calculated as 72.75. Although customers were generally satisfied with the authorized service, their expectations were not fully met.Originality/valueIn the study, an attempt was made to improve the ECSI model by adding a trust factor. Trust, which was added to the model as a moderator variable, fit the model. As a result, it was revealed that trust has an increasing regulatory effect on the relationship between perceived quality and customer satisfaction.

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.

A Study of the Impact of Artificial Intelligent Services on the Remediation of Business Management Service Failures

Abstract Accompanied by the continuous development of Internet information technology and the promotion of technologies such as big data, artificial intelligence, and machine learning, AI-enabled services are gradually integrated into daily life, and remediation in the face of AI service interactions has also become an inevitable research issue. This study examines the impact of remediation in the event of service failures, particularly in the context of intelligent robot service failures that lead to negative customer experiences. Through the dissection of service failure remediation methods, combined with the customer satisfaction index model, a theoretical research model is constructed from the two aspects of willingness to use and satisfaction, and five hypotheses of remediation are proposed, and then experiments are designed to test them. The results of regression analysis indicated that the mean values of perception and willingness to use in the low anthropomorphism group were 4.875 and 5.052. The mean values of perception and willingness to use in the high anthropomorphism group were increased by 0.718 and 0.649 compared to those of the low anthropomorphism group. The customer’s satisfaction in terms of robot anthropomorphism in the high anthropomorphism was 4.055, and in the low anthropomorphism was 3.410, which indicated that there were positive correlations between the degree of anthropomorphism and both willingness to use and satisfaction have a positive effect, and all five hypotheses of this paper are proved. The purpose of this study is to provide an in-depth analysis of the use of AI anthropomorphization in service failure and service remediation and to offer guidance and references for AI services and related development and design decisions.

Evaluation of popular science tourism in Guangzhou HEMC based on PLS-SEM

Science popularization is not only a prerequisite for national development, but also an effective means of enhancing citizens' personal quality. All sectors of society, represented by colleges and universities, bear the responsibility of promoting popular science. The integration of popular science and tourism in popular science tourism serves to advance both the field of popular science and the tourism industry simultaneously. The Guangzhou Higher Education Mega Center (HEMC) possesses abundant resources for science popularization and has the potential to develop popular science tourism, yet its current development in this area remains insufficient. This study utilizes Guangzhou HEMC as a case study and modifies the American Customer Satisfaction Index model by incorporating relevant questions pertaining to popular science tourism. A total of 280 valid questionnaires were collected through surveying, which were then analyzed to measure tourist satisfaction using the Tourist Satisfaction Index. The partial least squares structural equation model was employed for analysis, and on the basis of calculation results, the IPA map was constructed. The research revealed that tourists' satisfaction with popular science tourism at Guangzhou HEMC was suboptimal. Among the factors correlating to satisfaction, expectations, quality, and price are all important factors to consider when making a purchase decision; however, prioritizing expectations and quality can lead to greater satisfaction in the long run. Therefore, there is still ample room for improvement in the popular science tourism of HEMC Guangzhou. This can be achieved by intensifying publicity efforts, enhancing infrastructure, improving the quality and safety of catering services, strengthening the introduction and construction of popular science content, as well as appropriately reducing the price of popular science products and services.

An Empirical Study on the Applicability of the Customer Satisfaction Index Model in Guiding the Adoption of Supply Chain Management Systems Among Businesses in Saudi Arabia

An Empirical Study on the Applicability of the Customer Satisfaction Index Model in Guiding the Adoption of Supply Chain Management Systems Among Businesses in Saudi Arabia

Influencing Factors of Tourist Satisfaction on Tourism Development in Enshi under the Background of Rural Revitalization

The study uses ACSI American Customer Satisfaction Index model to build a theoretical model of tourist satisfaction in Enshi rural tourism resort. Then, taking Tujia Daughter City in Enshi, Hubei Province as a case, the paper analyzes the relevant factors affecting tourist satisfaction and summarizes the relationship between the relevant variables. The empirical study adopted quantitative research method and online questionnaire survey. The data collected in the questionnaire survey were analyzed. This paper mainly adopts descriptive statistics, reliability, validity, factor analysis, correlation analysis, and regression analysis methods. Research has found that there is a significant positive relationship between tourists' satisfaction and their expectations, perceived quality, and perceived value. Customer satisfaction has a significant impact on customer loyalty. There is a significant positive correlation between tourism satisfaction and tourism complaints. To enhance the tourism experience and tourism experience of Enshi city, we should start from two aspects: enhancing the cultural connotation of the tourist destination and improving the surrounding environment of the tourist destination. At the same time, the government will also develop a shared tourism plan and increase efforts to preserve and repair ancient buildings.

Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach

This study employs the fundamental concept of the American Customer Satisfaction Index (ACSI) model to explore the factors influencing passengers’ satisfaction with monorail service in Kuala Lumpur, Malaysia and their reuse intention. The study tests the hypotheses on 417 monorail passengers using a hybrid structural equation modelling based on parameter estimation of partial least squares (PLS-SEM) and an artificial neural network (ANN) method to estimate the proposed model. The results showed that the proposed model explains 70.4% and 59.5% of the variance in passenger satisfaction with the monorail service and reuse intention. The PLS-SEM results for Stage 1 showed that perceived quality and perceived value have a statistically significant influence on passenger satisfaction. Furthermore, all critical factors in the output from Stage 1 were used as the input in the ANN model to overcome the simplistic nature of the SEM model. The results for the ANN model (Stage 2) showed that perceived quality is the most crucial predictor of passenger satisfaction with the monorail service, followed by perceived quality. The outcomes of this study can help service providers, policymakers, and planners develop effective strategies for enhancing user satisfaction and improving monorail ridership.

Study on Influencing Factors of Wine Customer Loyalty in Ningxia and Its Brand Development Path

Based on 110 national questionnaire samples, based on the Swedish Customer Satisfaction Index (SCSB) model, 20 observation variables were designed from four dimensions: promotion perception, product experience, channel experience and customer loyalty to explore the factors affecting wine brand loyalty in Ningxia producing areas by SPSS. Research shows that promotion perception, product experience and channel experience have direct or indirect positive effects on customer loyalty. Finally, according to the research results, the development path of wine brands in Ningxia producing areas is explored.

Using the European Customer Satisfaction Index (ECSI) Model to Examine Student Satisfaction in the Context of Universities in Uganda

Student satisfaction (SS) is one of the strategic tools for a university in a competitive environment. Hence the need to investigate SS in universities. The aim of our study was to use the European Customer Satisfaction Index (ECSI) model to examine SS in universities in Uganda. The ECSI model suggests that SS is dependent on university image (UI), student expectations (SE), service quality of infrastructure and tangible service elements (SQITSE), service quality of people and processes (SQPP) and perceived value of investment (PVI). The ECSI model further suggests that PVI is dependent on UI, SE, SQITSE and SQPP. It also suggests that student loyalty (SL) is dependent on UI, SS and SQPP and finally that SE is dependent on UI. We designed a self-administered questionnaire on those constructs and had a sample of 704 students from seven universities in Uganda respond to it. We analysed our data using linear regression. Our findings gave support to the ECSI model in examining SS. We established that all the relationships among the constructs in the ECSI model were significant except the relationship between SQITSE and SS. We concluded that the ECSI model was appropriate for examining SS in the context of universities in Uganda. We recommend that university authorities allocate resources to improving their respective UI, SE, SQPP and PVI so as to enhance SS which invariably leads to SL.

Applying an integrated approach to metro station satisfaction evaluation: A case study in Shanghai, China

Improving the service level of metro station is the key to attracting passengers to achieve sustainable development. The satisfaction evaluation approach from the passenger's point of view can intuitively and meticulously reflect the passenger's experience when taking the metro and provide a basis for improving the service. Therefore, this paper proposes an integrated approach for a metro station satisfaction evaluation based on passenger perception. In this approach, the evaluation index system is first dynamically screened and established. Then, the structural equation mixture model (SEMM) is adopted to determine the index weight based on the customer satisfaction index model and the benchmark. The result clouds are generated by the basic algorithm of the cloud model. Finally, the targeted improvement suggestions are proposed based on the evaluation results. Taking the Shanghai Metro People's Square Station as a case, the evaluation approach was verified, which reflected the effectiveness and rationality of the approach. As the results show, this approach can not only obtain the desired level of passenger satisfaction, but also reflect the differences and consensus of passengers' perception, making it practically useful and valuable.

Customer Loyalty Analysis On Online Travel Agent (OTA) Using American Customer Satisfaction Index (ACSI) And Structural Equation Modelling (SEM)

Purpose: Knowing what affects customer loyalty in Online Travel Agent (OTA) Services. Which will help OTA Services to understand about customer satisfaction and customer loyalty so that they can develop their business in the future in order to get greater customer satisfaction and loyalty.Design/methodology/approach: Using the American Customer Satisfaction Index (ACSI) Model which explains the antecedents and consequences of customer satisfaction. In Antecedent there are variables of User Expectations, Perceived Quality, and Value benefits that have an impact on customer satisfaction variables then from causing customer complaints and customer loyalty. So that 9 research hypotheses are obtained based on the model used and tested using Structural Equation Modeling (SEM). Research requires data on respondents' answers distributed through digital media with a total need for 385 respondent data.Findings/result: After testing using SEM.The 9 hypotheses proposed show that 2 hypotheses are rejected and 7 hypotheses are accepted.Originality/value/state of the art: Previous research has been done but with different models and different methods.

The Factors Influencing Public Satisfaction with Community Services for COVID-19: Evidence from a Highly Educated Community in Beijing.

The satisfaction of highly educated citizens with community services for COVID-19 represents the attitude of the middle class and plays an important role in both the social and political stability of a country. The aim of this paper was to determine which factors influence public satisfaction with COVID-19 services in a highly educated community. Through a literature review and using the American Customer Satisfaction Index (ACSI) model, this paper constructed a public satisfaction model of community services for COVID-19 and proposed relevant research hypotheses. A community with many highly educated residents in Beijing was selected as the case study, where 450 official questionnaires were distributed based on the age ratio of residents, with 372 valid questionnaires being collected from May 2021 to July 2021. The study results obtained by a structural equation model (SEM) show that: (1) public satisfaction is significantly and positively influenced by quality perception (0.305 **), public demand (0.295 **), and service maturity (0.465 ***); (2) public satisfaction has a significantly positive effect on service image (0.346 ***) and public trust (0.232 **), and service image significantly affects public trust (0.140 *); (3) service maturity is positively influenced by public demand (0.460 ***) and quality perception (0.323 *); and (4) public demand is positively influenced by quality perception (0.693 ***) (* p < 0.05; ** p < 0.01; *** p < 0.00). The conclusions of the study can provide suggestions and recommendations to improve the satisfaction of highly educated residents with community healthcare services during the COVID-19 pandemic.

Tourist satisfaction with online car-hailing: evidence from Hangzhou City, China

ABSTRACT This study develops a theoretical framework based on the American Customer Satisfaction Index (ACSI) model to examine the formation and determinants of tourists’ satisfaction with online car-hailing. Self-administered questionnaires were used to survey 486 tourists in Hangzhou, China. The results show that the perceived quality and value of online car-hailing have a significant positive impact on tourist satisfaction. Perceived value partially mediated the relationship between perceived quality and tourist satisfaction. Further, perceived quality and perceived value played a chain mediating effect on the relationship between tourist expectation and tourist satisfaction. In addition, this study verified that satisfaction negatively impacts complaints and positively impacts loyalty, and complaints negatively impact loyalty. Management implications and recommendations for future research are also discussed.

What Is Farmers’ Level of Satisfaction under China’s Policy of Collective-Owned Commercial Construction Land Marketisation?

The entry of collective-owned commercial construction land into the market is a major reform of China’s land management system, which will help promote the appreciation of rural land, establish a unified urban and rural construction land market, and help rural revitalisation and urban–rural integrated development. Based on the classic customer satisfaction index model, this study constructs a satisfaction model for farmers who enter the market with collective-owned commercial construction land. Farmers’ satisfaction is measured by 7 latent variables and the corresponding 22 observed variables, forming a causal chain containing 13 pairs of interactions. Taking as an example Dazu District of Chongqing City, one of the pilot areas where China’s collective-owned commercial construction land has come on the market, AMOS statistical analysis software is used to test the hypotheses. The research results show that: farmers’ information awareness has the greatest impact on farmers’ satisfaction; the higher farmers’ perceived quality is, the more they can improve their satisfaction; there is a significant relationship between farmers’ satisfaction, farmers’ complaints and farmers’ trust; and the three are closely related. Finally, based on the research results, we try to put forward targeted policy suggestions in order to provide a useful reference for government to push for the promotion of the collective-owned commercial construction land marketisation in other rural areas of China and its future improvement.

Exploring the influencing factors of Chinese rural households’ clean heating choice considering the attitude–behavior gap based on two-level classification methods

Although the Chinese government accelerated the clean heating transition in rural areas, the phenomenon of households returning to bulk coal heating remains. In previous studies applying customer satisfaction index models to predict households’ clean heating choice, the attitude–behavior gap is always ignored. To clarify the influencing factors of households’ clean heating choice considering the attitude–behavior gap, a two-level classification method was proposed in this study. On the first level, households were divided into consistent and inconsistent groups according to their corresponding satisfaction with and willingness to use clean heating. On the second level, targeted clean heating policies were proposed based on further household classification, considering the diverse effects of influencing factors. The results show that: (1) In the consistent group, rural households’ satisfaction is most vulnerable to internal psychological factors, including perceived warmth, perceived air quality, and perceived family support; in the inconsistent group, rural households’ satisfaction is most vulnerable to the heating information from householders’ working places and the subsidies’ rationality. (2) The satisfaction of households that actively approve clean heating is higher than that of households that passively accept clean heating. (3) Households without government support that do not passively accept clean heating have the highest risk of resuming bulk coal heating, followed by those who don’t actively approve and are unable to afford clean heating, but it is easier for the former to adopt clean heating through government guidance.

Satisfaction With Community Health Education Among Residents in China: Results From a Structural Equation Model.

BackgroundAlthough community health education has drawn lots of attention from the public, evidence on resident satisfaction is still sparse. This study aims to explore the relationships among five dimensions (perceived quality, perceived value, public expectation, public trust, and public satisfaction) of satisfaction with community health education among Chinese residents.MethodsWe constructed a theoretical public satisfaction model for community health education based on the American Customer Satisfaction Index (ACSI) model. There are five dimensions in the theoretical model, including public expectation, perceived quality, perceived value, public satisfaction, and public trust. We recruited 474 respondents from a quota sampling based on gender and age, and collected information on five dimensions of satisfaction with community health education. The relationships of the five dimensions were examined using structural equation model.ResultsThe mean scores of public expectation, perceived quality, perceived value, public satisfaction, and public trust for the participants were 11.44 (total 15), 123.89 (total 170), 14.18 (total 20), 10.19 (total 15), and 15.61 (total 20), respectively. We obtained a structural equation model with a good fitting degree. There was a direct effect of perceived quality on perceived value (γ = 0.85, P < 0.01), public trust (γ = 0.81, P < 0.01) and public satisfaction (γ = 0.58, P < 0.01), and a direct effect of public expectation on public satisfaction (γ = 0.36, P < 0.01) and perceived value (γ = 0.25, P < 0.01).ConclusionsWe provide a good tool to measure public satisfaction with community health education, which can be potentially used to measure public satisfaction and improve the effectiveness of health education.

Islamic Bank Customer Satisfaction and Services During the COVID-19 Pandemic

The COVID-19 pandemic has negatively impacted the Islamic banking industry by increasing non-performing financing, decreasing savings, and weakening annual performance. This condition, if not anticipated, can lead to bankruptcy. Therefore, customers need to get the best service so that their loyalty is maintained even though the conditions of Islamic banks are difficult. This study analyses customer satisfaction toward Islamic banks services during the COVID-19 pandemic. The respondents are 308 customers. The sampling method uses purposive sampling, and the data processing uses the Customer Satisfaction Index (CSI) model. The results of this study indicate that customers are satisfied with Islamic banks' services. So, they are willing to recommend other parties to become bank customers, not transfer funds to other Islamic banks, will not move to conventional banks, and not withdraw deposits. However, this study has limitations because it has not included social performance as a factor that affects loyalty. In addition, most respondents are Muslim, so future research is recommended to analyze satisfaction by including these two factors. Furthermore, these findings provide value for policy implications and recommendations for Islamic banks and stakeholders to increase satisfaction and service.

ACSI 모델을 융합한 애니메이션 영화 신화 캐릭터의 사용자 선호도 연구

Based on the ACSI model, according to the specific characteristics of the animation industry, this paper uses multicultural integration and multidisciplinary research to study the user preference of animated film mythological characters. Taking the Chinese fairy tale NeZha as an example, this study designs a customer satisfaction questionnaire using the Rickett scale, and obtains a customer satisfaction index model through exploratory factor analysis, confirmatory factor analysis, Structural Equation Modeling and ACSI formula. According to the customer satisfaction model analysis of customer needs, this study hopes to integrate the animation character design knowledge and economic customer satisfaction model to provide practical help for animation character design practice and the cultural heritage of fairy tales. Integrating multidisciplinary research content and customer satisfaction models to analyze user needs, master the user preferences of animated movie mythological characters, design mythical animated characters that meet customer satisfaction and provide practical help for the practice of animation character design creation and multicultural inheritance. In view of the integration of science and art development in the animation industry in the future, this study takes sample from mythical characters as a cognitive evaluation dimension. It aggregates various data of Customer’s satisfaction with animation characters, so as to provide logical help for animation creators and animation market, thus providing more efficient design help for peers.

Estimating the Willingness to Pay for Existing Domestic Drinking Water Service: Residential Customer Satisfaction Index Model

The global is not on track to achieve sustainable development goal (SDG) 6 while access to safely managed /improved drinking water services are a basic human right for wellbeing and public health of people. Customer satisfaction is one of the basic measures of the quality of drinking water service. Hence, this study was analyzed the perception of residential customers’ satisfaction of National water supply and drainage board (NWSDB) with domestic drinking water service in Karachchi divisional secretariat division of Kilinochchi district. The analyse was based on customers’ perception of ten selected satisfaction drivers, a set of structured questionnaire was administered for 150 residential customers of NWSDB using google form, however only 131 of them responded . The data was analyzed using descriptive analysis and a customer satisfaction index (CSI) model. The calculated CSI was 3.68 points on a 5 point scale, which meant that drinking water service in the study area was perceived as satisfactory by the residential customers. In addition, two-third of the customers were willing to pay for water, while one-third of them were not willing to pay based on their overall perception of the services of the NWSDB. This illustrates that the service of the NWSDB to its customers was adequate despite an improvement . To recommend, there is a positive correlation between safely managed/improved drinking water services and customers’ willingness to pay for water service. The NWSDB should undertake to improve drinking water services. Resultant, NWSDB should recover cost, provide water service to the whole district/national population to achieve the SDGS which are directly and indirectly depend on SDG6.