Online Satisfaction Research Articles

Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model

This study presents an in-depth examination of customer satisfaction dynamics within the rapidly growing O2O food delivery (OFD) sector. Recognizing the exponential market growth and the gradual rise in consumer complaints, we seek to address the gaps in current academic research that tends to overlook the distinction between online and offline service experiences, as well as the psychological foundations of technology adoption. We propose a series of hypotheses grounded in a comprehensive theoretical framework that distinguishes between online and offline dimensions of consumer satisfaction and explores their interrelation by incorporating the technology acceptance model (TAM). We posit that, regarding online satisfaction, the quality of food information, the quality delivery tracking service, and user privacy protection functions from OFD applications hold positive significance for online customer satisfaction. Additionally, considering offline satisfaction, we assert that delivery quality and environment of the delivery service (i.e., delivery scape) contribute positively to offline customer satisfaction. We adopt trust transfer theory to hypothesize a positive relationship between online and offline satisfaction to comprehend a continuous flow in how consumer satisfaction develops. The paper also examines the pathway by which online satisfaction influences consumer loyalty through TAM. By investigating the dynamics regarding these relationships, this study contributes to offering valuable insights that could enhance OFD users’ satisfaction and their loyalty.

The Impact of Online Satisfaction and Trust in Building Loyalty

The Impact of Online Satisfaction and Trust in Building Loyalty

Predicting online donation intention in donation-based crowdfunding apps: a multi-stage SEM-ANN-NCA model integrating anthropomorphism, satisfaction, trust, and privacy concerns

ABSTRACT Crowdfunding is an information-technology-assisted model of amassing moderately small contributions/donations to solicit funds from a large pool of donors online. While the nonprofit marketing literature is mostly focussed on donation intentions, empirical evidence on online donation intention (ODI) in the context of donation-based crowdfunding mobile apps remains insufficient. This research predicts the key factors influencing the ODI in donation-based crowdfunding apps. The authors collected 759 responses and applied integrated SEM-ANN-NCA (structural equation modelling-artificial neural network-necessary condition analysis) approach to analyze the data. While predicting ODI, online anthropomorphism was established as the strongest antecedent of ODI followed by online satisfaction, online trust, online privacy concern, and income. From the practical and managerial perspectives, one of the key implications is that donation-based-crowdfunding-app developers should acknowledge the relative importance and necessary condition of factors derived from the suggested model to uncover positive ODI of donors. Such understanding seems long overdue, and therefore, our study is a first step toward conceiving a new model for predicting ODI in the crowdfunding app for potential donors. This study offers significant managerial implications for marketers who wish to provide an ideal experience to donors seeking crowdfunding apps by emphasizing the role of specific predictors. The findings of this study offer insightful predictions for charities to promote ODI and further guide marketing practitioners, including crowdfunding-app developers who desire to promote charitable giving on donation-based crowdfunding apps.

Effectiveness of a flipped classroom for undergraduate in implant dentistry hands-on course

PurposeThe purpose of this study was to compare the learning in the implant dentistry hands-on course to that of the flipped classroom (FC) and the traditional lecture cohorts (control).Materials and methodsIn this study,80 students were enrolled for the first time in an implant dentistry program. Subsequently, they were divided into two groups. The first, the FC group, which had free access to a video with a PowerPoint presentation on the Chaoxing-WHU-MOOC platform about the implant placement on first molar sites before class. The second, the control group, which attended a didactic lecture describing implant practice on the first molar site via a bidirectional multimedia interactive teaching demonstration and then operated on a simulation model. Cone beam computed tomography (CBCT) and the deviation gauge were utilized to analyze the accuracy of the implant placement in the students’ models. An online satisfaction questionnaire was distributed to both groups one week after the class.ResultsThe linear deviation of the CBCT examination did not show any statistical difference between the two groups concerning cervical, apex, and angular. A significant buccal deviation was observed in the control group compared with the FC group (mean: 0.7436 mm vs. 0.2875 mm, p = 0.0035), according to the restoration-level deviation gauge. A total of 74.36% of students in the FC group placed implant within 0.5 mm buccal-to-lingual deviations, but only 41.03% of students in the control group reached within 0.5 mm buccal-to-lingual deviation ranges. Additionally, 91.67% of the students in the FC group and 97.5% of the students in the control group were satisfied with the practical implant class.ConclusionFC was more effective than a didactic lecture for implant dentistry practical skill acquisition.

The European Grief Conference, Copenhagen 2022: An effort to unite the field of bereavement care in Europe

Bereavement care in Europe varies in quality and availability. Through greater collaboration across Europe, there could potentially be an opportunity to improve care. This article discusses the inaugural European Grief Conference held in Denmark in 2022: “Bereavement and Grief in Europe – Emerging Perspectives & Collaborations”. The conference was structured around a 4-tiered public health model of bereavement care needs. It included practice, research, policy, and educational perspectives. A total of 250 people from 27 different countries participated. To determine if the conference had appealed to a broad European audience of grief professionals and to assess how the conference was received by participants, we examined registration/submission data, the results of a one-word real-time feedback exercise, and the answers to an online satisfaction survey. The results indicated wide interest in greater information sharing and collaboration across Europe among bereavement care, research, and education professionals.

"From All, To All": Implementing a collaborative online conference to reflect on the daily living of individuals with cerebral palsy.

Translating knowledge to improve paediatric rehabilitation has become a research area of interest. This study describes the development and evaluation of an online conference that brought together perspectives of individuals with cerebral palsy (CP), families, health care professionals, and researchers to discuss the daily living of individuals with CP. We anchored the development and implementation of the online conference in the action cycle of the Knowledge to Action Framework. To develop the meeting, we included representatives from each stakeholder group in the programme committee. The conference programme was designed having the lifespan perspective of individuals with CP, from birth to adulthood, as its central core, with themes related to daily living (e.g., self-care, mobility, and continuing education). Participants' satisfaction with the conference was assessed using an anonymized online survey sent to all participants. The conference had 1656 attendees, of whom 675 answered the online satisfaction survey. Most participants rated the structure of the conference (i.e., quality of the technical support, audio and video, and online platform) and discussed topics (i.e., relevance, content, discussion, speakers, and available time) positively. Collaborative conferences that include stakeholders throughout the planning and implementation are a viable, effective knowledge translation strategy that allows for sharing experiences and disseminating knowledge among families and individuals with CP, health care professionals, and researchers.

A novel self-supervised contrastive learning based sentence-level attribute induction method for online satisfaction evaluation

Satisfaction evaluation provides valuable support for procurement decisions and product improvement on e-commerce platforms. As an important task of satisfaction evaluation, attribute induction is essential to identify relevant aspects and demands of user-generated evaluations. However, previous methods have often directly predicted typical attributes using individual words, neglecting valuable sentence-level information that could significantly enhance effectiveness. To alleviate this issue, this article introduces the concept of representations of potential attributes (PARs) to explicitly capture sentence-level information regarding product attributes in customer reviews. It further develops a novel self-supervised contrastive learning based sentence-level attribute induction method (SSCL-SAI) to train these PARs. Recognizing that sentences are the basic units of human expression, this approach mitigates information loss. Then, an aspect-category sentiment analysis model is used to transform the unstructured online textual reviews into linguistic 2-tuple for obtaining final satisfaction evaluation result. These 2-tuples provide a representation of sentiment orientations on a continuous numerical scale, enabling precise linguistic operations. Afterwards, an illustrative example conducted on real-world laptop product satisfaction analysis testify the validity of the approach. Finally, the comparative analysis shows the effectiveness of the proposed SSCL-SAI, and experiments on the impact of hyperparameter settings demonstrate that SSCL-SAI can be applied in various scenarios.

The Influence of Electronic Service Quality, Transaction Costs and Experience Value on Online Satisfaction and Loyalty of Halodoc Application Users

Telemedicine applications are very necessary in efforts to increase the effectiveness of health services to the community. The telemedicine industry has a great opportunity to create market share by properly understanding the important aspects of customer satisfaction. This research aims to identify the factors that most influence customer loyalty which is mediated by customer satisfaction with the halodoc application as a telemedicine application. This type of research is quantitative research using a questionnaire via Google Form as a primary data collection instrument. Secondary data is used in this research as material for developing hypotheses. 200 questionnaire data were analyzed with partial least structural equation modeling (PLS-SEM) using Smart_PLS to validate the model and test hypotheses. The research results show that e-service quality is one of the most influential factors in creating loyalty among halodoc application users, both directly and indirectly, mediated through customer satisfaction. The experience value and transaction cost variables have a positive influence in creating customer satisfaction and loyalty when using the halodoc application. Although this research has several limitations, it is hoped that the research can provide some practical implications for halodoc as a telemedicine company to design application services that produce higher user satisfaction and loyalty.

A Study on Online Foreign Language Learning Satisfaction of Chinese College Students in Post-epidemic Period

Online learning has become an important mode of foreign language learning in the post-epidemic period. Online learning satisfaction is a direct embodiment of the quality and effect of online learning of college students, and it is also an important indicator to evaluate the effectiveness of online learning of college students. In this paper, a questionnaire survey was conducted on the online foreign language learning of 420 college students in Hubei Province by random sampling. It is found that college students’ satisfaction with online foreign language learning was generally high, and there is no significant difference between males and females in terms of satisfaction. Sophomores’ online satisfaction is significantly higher than junior students, and there is no significant difference among other grades. Satisfaction is weakly correlated with students’ performance.

Service Quality Evaluation of Businesses on Social Media Platforms – Its Impact on Online Satisfaction and Online Loyalty

Service Quality Evaluation of Businesses on Social Media Platforms – Its Impact on Online Satisfaction and Online Loyalty

The Impact of E-satisfaction, brand reputation and E-trust on Eloyalty: An Empirical Study of apparel industry of Rawalpindi and Islamabad

The objective of this paper is to examine online brand relationships, and the connection between satisfaction, trust, and loyalty on the online level. The website is considered to be an extension of the parent brand. It also seeks to explore the effects of offline experiences on online level experiences. Methodology employed included a survey through distributing close-ended questionnaires individually to people of Rawalpindi. The sample size for this study was 200. Responses of questionnaires were analyzed through SPSS statistics by performing Regression and Correlation analysis. The results confirm the results of previous studies, indicating that satisfaction and trust at the site level is a determining factor in the retention of online businesses. However, they also show that brand-level experiences can vary depending on online satisfaction, trust and loyalty, depending on the relationship between the consumer and the brand. Interestingly, in this case, the duration of the user’s history and the registration of the website have a negative impact on online trust. This article combines the literature on the satisfaction and reputation of online brand loyalty. The findings of the study are based on large-scale surveys that provide researchers and practitioners with valuable insights into how the brand experience is related to clients’ attitudes and commitments to health. ’Internet. The context of the study, the magazine publishing industry, has drawn less attention from researchers, although several publishers have expanded their brands online.

서비스 품질과 업체 품질이 재사용 의도에 미치는 영향

The food delivery industry has become a part of life with the development of corona and mobile network technology. The COVID-19 crisis has changed the way we live and our daily lives. The number of users who use it has also increased significantly along with the expansion of the delivery platform. This study conducted a literature review and empirical study on factors affecting online satisfaction and reuse intention targeting Chinese O2O delivery platform consumers. The factors affecting online satisfaction were studied by dividing them into online service quality and delivery company quality. Online service quality includes system quality, information quality, and customer service quality, and online company quality is divided into product diversity and product recognition. A total of 196 valid questionnaires (200 issued in total) were collected through an online survey in China, and SPSS 23.0 was used for basic statistics after obtaining data. SmartPLS 4.0 was used for hypothesis testing. The results of the study are as follows. Information quality, customer service quality, and product variety had a positive effect on online satisfaction. System quality and product awareness did not have a positive effect on online satisfaction. Online satisfaction had a significant positive effect on intention to reuse. In conclusion, we tried to improve the delivery platform and customer reuse intention for the continuous development of this O2O delivery service. We propose a management strategy to increase the sustainable customer acquisition of O2O delivery service.

Students' Word of Mouth Electronic Conversation Formation Model Through Online Service Quality and Students' Online Satisfaction

This study seeks to investigate the impact of E-Service Quality, E-Satisfaction, and the interaction between E-Service Quality and E-Satisfaction on the formation of E-Student Word of Mouth within the Management Study Program at the Faculty of Economics and Business, Ahmad Dahlan University in Yogyakarta. The sample selection involved a combination of convenience sampling and purposive sampling methods. Data collection was accomplished by distributing questionnaires to respondents, addressing aspects of E-Service Quality, E-Satisfaction, and E-WOM. Moderator Regression Analysis (MRA) was employed as the analytical tool. Additionally, T-tests and F-tests were utilized to examine the hypotheses put forth. The results of the partial regression coefficient test using the T-test indicate that both E-Service Quality and E-Satisfaction, as well as their interaction, have a significant influence on E-Student Word of Mouth. Furthermore, the regression coefficient analysis through the F-test demonstrates that the variables E-Service Quality, E-Satisfaction, and their interaction also collectively contribute to the influence on E-WOM. These variables - E-Service Quality, E-Satisfaction, and their interaction - can explain up to 85% of the variance in E-WOM, with the remaining 15% attributed to other variables not included in the research model.

Hotel BookingIntentions: ALiterature Review

This study aims to review tourism and hospitality management research on online satisfaction, offline satisfaction and booking intentions published in numerous recognised tourism and hospitality journals from 2000 to 2023. This article studied and reviewed 62 published articles that emerged in the past 22 years in selected top 10 tourism, leisure and hospitality journals. Various variables influencing customer satisfaction, that is, online satisfaction and offline satisfaction leading to the intention to book a hotel online, were identified based on the previous studies. A conceptual model is proposed, which can be empirically tested while conducting future studies in the tourism and hospitality sector, specifically with respect to hotel booking intention. This study offers a conceptual framework for the antecedents used to measure online and offline satisfaction while booking a hotel online. The study ascertained information quality, system quality and service quality as independent variables to measure online satisfaction and perceived values like perceived functional value, emotional value, social value, and monetary value as independent variables to measure offline satisfaction. This study provides a detailed literature review on hotel booking intention and variables that influence overall satisfaction, that is, online and offline satisfaction published in specific hospitality and tourism journals over the past 22 years.

Online Satisfaction and Hotel Booking Intentions: An Information System Success Model Perspective

Online travel agencies (OTAs) have increased their market share in online hotel booking as the internet has grown exponentially. The present study aims to apprehend travellers using the internet to search and book hotels on the OTA website. Moreover, regarding online satisfaction, this study also tries to find user satisfaction and intention to book the hotel by extending the information system success model. A partial least-square (PLS) structural equation modelling approach was used to assess a research model that included three variables: system quality, information quality, and service quality. A total of 225 usable responses were obtained and analyzed using SmartPLS software. The findings revealed that information satisfaction and service satisfaction significantly influence the online booking intentions. The findings give valuable insights to the OTA website and OTA app developers on how they should postulate complete and accurate information while considering the service quality aspects to influence hotel booking. This research has extended the body of knowledge on online satisfaction and hotel booking intention by implementing and expanding the information system success model.

COBIMET’S Distance Education Online Certification for Librarians: Participants Assessment and Satisfaction Survey Results


 
 
 This viewpoint article presents the development and outcomes of a distance education certification offered in 2022 by the Consorcio de Bibliotecas Metropolitanas (COBIMET) for librarians in Puerto Rico. The program's inception was driven by the need to equip librarians with the skills and knowledge required to effectively support learners and educators in the evolving landscape of online education, technology, and information access. The certification consisted of five modules covering topics such as Learning Through Distance Education, Information and Communication Technology and the Internet, Assessment and Evaluation, and Instructional Design. The findings from the online satisfaction survey indicate that the program has met high levels of participant satisfaction, particularly in terms of course design, content, assessment methods, and overall delivery. Twenty-two (22) out of the 27 participants completed the certification (81% retention rate). Pre-test results showed that only 40% of participants scored 80% or more correct answers at the beginning of the certification, while at the end of the certification, 100% of participants scored 80% or more.Participants' constructive feedback has provided insights for program enhancements and expansion to a broader group of library professionals.
 
 

Halal Tourism and Social Media from Netizen’s Perspectives

This study discusses the netizen's perspective on halal tourism. This study looks at the relationship between attitudes towards social media, online satisfaction, and destination image and how these variables affect the intention to visit halal tourist destinations in Indonesia. The quantitative method with PLS-Structural Equation Modeling (SEM) was used to analyze this research. The research data collection was carried out by purposive sampling, namely by deliberately taking samples of social media users who were members of the halal tourism community, as many as 223 respondents. This study found that attitudes toward social media positively affected online satisfaction and destination image. The attitude and destination image significantly influence tourists' behavior intention, which will influence the public to visit the destination, reflected in the ability to pay and disseminate information to other parties.

University Student Satisfaction and Behavioural Engagement During Emergency Remote Teaching

This study aimed to examine students' online satisfaction in the context of emergency remote teaching. The research was carried out in a concurrent triangulation design from the mixed method. The quantitative data of the study were collected from 2663 students studying at different faculties/schools of a state university in Turkey in the fall semester of the 2020-2021 academic year. Participants consist of students who participated voluntarily according to the convenient sampling method. Qualitative data were collected from 494 students who express their opinion through free text answers. The "e-satisfaction scale" was used to determine students' online learning satisfaction. The number of logins to live course, the number of recorded course view and the number of logins to LMS of students are behavioural engagement indicators. According to the findings, the students have a moderate level of satisfaction. There is a significant difference between both academic achievement and engagement of students with different satisfaction levels. Longing for face-to-face education, the usefulness of the LMS, inadequate assessment, the inefficiency of online learning, technical problems, challenges of the process, and insufficient instructors are opinions frequently mentioned by students. The results obtained in this study not only determine the current situation regarding student satisfaction but also provide important clues about improving online learning.

Analysis and Evaluation of Indoor Environment, Occupant Satisfaction, and Energy Consumption in General Hospital in China

Different functional areas within general hospitals have varying environmental requirements, with relatively high energy consumption. A comprehensive evaluation of the operational performance’s rationality is of great significance in hospitals’ energy conservation efforts. This study conducted an annual post-occupancy evaluation of a general hospital located in a hot summer and cold winter area in east of China. Two hundred and seventy-eight valid online satisfaction questionnaires, sixty valid point-to-point questionnaires, indoor environment data of each typical season, and energy consumption data were obtained. The overall indoor environment of the selected hospital met the standard requirements. The results showed that occupant satisfaction was influenced by gender, working hours, and length of stay. The annual energy consumption level of this building was 84.7 kWh/m2, which is significantly lower than that of other public general hospitals in China and general hospitals in developed countries. The energy consumption of the inpatient department was directly related to the hospital days, with an increase of 12.2 kWh/m2 for every 1000 additional hospital days. A new indoor environment quality (IEQ) model and a new comprehensive evaluation model for energy efficiency were established. Overall, the outpatient department exhibited superior performance compared to the inpatient department. These evaluation models can help owners and decision-makers in the identification of environmental performance in hospitals.

Use, satisfaction, and preference of online health services among older adults with multimorbidity in Hong Kong primary care during COVID-19

BackgroundThe use of online and mobile internet and social media has been increasing in healthcare service delivery. However, there is limited literature on the acceptance and use of online health services for older adults with multimorbidity who require more medical care and assistance. This study aims to explore the use of social media in older adults with multimorbidity in Hong Kong primary care and to assess the feasibility and usage of online health services in this population, including satisfaction, preference, and problems encountered.MethodsThis is a cross-sectional study among older adults with multimorbidity conducted between November 2020 and March 2021 in a Hong Kong primary care programme. Online and face-to-face services were offered based on the needs of the participants. Demographic characteristics and health conditions were assessed at baseline. Participants using online services were invited to complete a feedback questionnaire.ResultsThe study included 752 participants, of which 66.1% use social media every day. Participants who declined to use online services were found to be significantly older, live alone, have lower income, have social security assistance, have greater cognitive decline, and be less depressed (p < 0.05). Non-responders to the online questionnaire had fewer years of education and greater cognitive decline (p < 0.05). The median satisfaction with the online services was 8 (interquartile range: 7, 9), and 14.6% of the participants preferred online more than face-to-face services. Lower education levels, fewer internet connection issues, and more self-efficacy on mobile apps were associated with a higher level of online satisfaction after adjustment (p < 0.05). Fewer internet connection issues and more self-efficacy on mobile apps were associated with participants’ preference for online services (p < 0.05).ConclusionsMore than half of Hong Kong older adults with multimorbidity in primary care use social media daily. Internet connection issues can be a significant barrier to the usage of online services in this population. Prior use and training can be beneficial to enhance use and satisfaction in older adults.