Product Customer Satisfaction Research Articles

The synergy of Lean Manufacturing methodology in the context of Industry 4.0: An integrative review

Lean Manufacturing methods are used by industries that seek to improve their competitiveness through flexibility, cost reduction, product quality improvements and customer satisfaction. Still, the level of complexity and demand in the manufacturing industry is rapidly expanding, intensifying organizational problems. Industry 4.0 systematically employs state-of-the-art technological solutions, unlike Lean Manufacturing, which is firmly based on the human factor. With a qualitative approach, this study aims to explore the synergistic aspects between Lean Manufacturing and Industry 4.0 in an integrative review. The searches were carried out in the following databases: Web of Science, Scopus, Science Direct and IEEE, totaling 552 articles, of which 19 were selected after applying the inclusion and exclusion criteria. The results show that the technologies that stood out the most in Industry 4.0 with Lean Manufacturing are the Internet of Things, Big Data and Cyber-Physical Systems, making processes faster and more efficient when integrated. A theme identified in two studies was the presence of the Lean leader, who has Lean management skills and is recognized as a critical factor for the implementation of Industry 4.0, as it requires a broad view of the organizational process and the application of Lean tools.

Status of Lean Manufacturing Practices and Its Influence on the Adoption of Industry 4.0 in the Malaysian Furniture Industry

Status of Lean Manufacturing Practices and Its Influence on the Adoption of Industry 4.0 in the Malaysian Furniture Industry. Lean Manufacturing practices is being promoted throughout the manufacturing industry in the country to boost industrial productivity. Therefore, a study was carried out to determine the level of adoption, benefits, and challenges faced by furniture manufacturers in adopting LM. Further, it was also evaluated if LM facilitated the transition towards Industry 4.0 adoption. The questionnaire-based survey involved 484 furniture manufacturers, of large-size and SMEs. The results found that the adoption of LM was prevalent among large-sized companies, and LM improved product quality and customer satisfaction, while reducing manufacturing lead time in the companies. The 5S method of work place organization, process mapping and waste reduction and elimination were the most common LM tools adopted by the companies. On the other hand, the major challenges encountered when implementing LM were lack of know-how, backsliding to old work ways, and resistance to adopt among the employees. The result also revealed that companies practicing LM also suggested that they were more prepared to adopt Industry 4.0 technologies, as the practice of LM has not only reduced waste on the production shopfloor, but also improved the information flow that is important for digital tools of Industry 4.0.

Abstract 32 Low Incidence of Product Complaints and Adverse Events Support Safety of Cord Blood Units

IntroductionAs an important cellular therapy source for many patients, the safe and timely delivery of cord blood units (CBU) is paramount. The National Marrow Donor Program (NMDP) investigates product complaints received for CBUs distributed under the 10-CBA investigational new drug application that may impact the safety, quality, identity, purity, or potency of the product. NMDP also receives reports of any patient adverse events or serious complications resulting from the transplantation of CBUs. Information on product complaints and adverse events provides insight into areas related to product integrity, patient safety, and customer satisfaction and highlights opportunities for improvement.ObjectiveWe analyzed all product complaints and adverse events reports submitted to NMDP for CBUs distributed under the NMDP 2010 Cord Blood Access Protocol (10-CBA) from October 2019 through March 2022. These investigations offer visibility into factors associated with product quality and integrity discovered after shipment.MethodsA total of 1,578 CBUs from 38 cord blood banks were shipped from October 2019 through March 2022 (30 months). Data on CBU product complaints reported to NMDP were compiled and analyzed. Data were grouped into categories based upon the primary reason for the product complaint or adverse event. The outcome of NMDP investigations and resolutions is relayed quarterly to the Quality Subgroup of the Cord Blood Advisory Group.ResultsOf the 1,578 CBUs shipped between October 2019 and March 2022, 98% had no reported incidents (32 reports of product complaints and 4 of adverse events). The most common reasons for product complaints investigated by NMDP were related to shipping/transportation (n = 15, 47%), quality issues such as lower than expected potency or bag breaks (n = 11, 34%), and labeling errors (n = 3, 9%). Three of the four adverse events were associated with infusion (two hypertensive episodes and one anaphylaxis) and one was a secondary cancer following transplant.DiscussionTransplant centers report very few quality incidents, product complaints, or adverse events when using cord blood units. We remain vigilant for opportunities to improve. Clinicians and patients can be assured that CBUs are a safe product with high likelihood of arriving to the transplant center without incident or causing adverse events once transplanted.

PENGARUH HARGA TERHADAP KEPUASAN PELANGGAN PRODUK KELOM SHENY DI KOTA TASIKMALAYA

This study aims to examine the effect of price on customer satisfaction of Kelom Sheny products in Tasikmalaya City. In this study using a quantitative approach with a simple random sampling technique with 100 respondents. The results of the validity and reliability test showed that Cronbach's Alpha coefficient was more than 0.60. Then, linear regression analysis with t test value is 0.874. The value of r square is 0.008 or the effect of price on customer satisfaction is only 0.8%, it shows that 99.2% of customer satisfaction is influenced by other variables. Based on the results of these data, the effect of price on customer satisfaction has no significant effect

The Effect of Product Quality and E-Service Quality on Repurchase Intention Kopi Kenangan (Study on Consumer Kopi Kenangan in City Jakarta)

This study aims to see how much influence product quality, e-service quality and customer satisfaction have on the intention to repurchase Kopi Memories simultaneously and partially in terms of product quality variables (food presentation, taste, variety of choices, healthy choices, freshness, and product quality, temperature), e-service quality (efficiency, responsiveness, compliance, privacy, compensation, contacts and system availability). The method used in this research is a quantitative approach. The sampling technique used in this study is non-probability sampling with purposive sampling method. The samples taken in this study were 385 respondents who had ordered coffee through the Kopi Kenangan application who were domiciled in the city of Jakarta. The data analysis used is descriptive analysis and Structural Equation Model (SEM) analysis with the help of SmartPLS 3.0. The results of this study indicate that there is a positive and significant effect on the quality of e-service products and services on customer satisfaction and customer satisfaction has a positive and significant effect on repurchase intentions based on the hypothesis (T test). Based on the Structural Equation Model Analysis using smartPLS tools, it shows that the most dominant influence is on the product quality variable on consumer satisfaction with a path coefficient value of 0.314 and the largest T-Statistic with a value of 6.177. While the smallest effect is on e-service quality in the efficiency variable on consumer satisfaction with a path coefficient value of -0.016 and the smallest T-Statistic with a value of 0.297, meaning that memory coffee management must pay attention to these aspects and make improvements so that consumers can access the application properly. search for the desired product and information related to that product, and leave the site in question with minimal effort.

Boat: the Indian startup scripts a revolutionizing growth strategy

Learning outcomesThe case will help learners to analyse how effective handling of an extended marketing mix of 7Ps (product, price, place, promotion, physical evidence, participants and processes) makes a startup profitable in its initial years of inception; understand the significance of the online marketing strategies like digital marketing and social media marketing implemented by firms to attain a competitive edge amongst established local and global competitors; examine the strategic challenges faced by a business enterprise while entering an emerging market; analyse the growth strategies of a startup relative to various market constraints; and propose long-term strategies for sustainable growth for a startup operating in the wearables market.Case overview/synopsisFounded in 2016, Boat Lifestyle is a Delhi-based Indian startup in fashionable consumer electronics. In the past five years, Boat earned remarkable profits and emerged as one of the most promising startups through its innovative products offerings and promotion. Aiming at its target customer segment, the millennials, it promoted its products through social media marketing such as influencer marketing and brand tie-ins with sports teams and music events. The case focuses on the dynamics of the Indian wearables market that is facing tough competition from global and local players. To ensure continued growth prospects, while maintaining a tight focus on product differentiation, quality, and customer satisfaction, there is a greater need for Boat to rethink its market development and growth strategies regarding new innovations and adopting long-term orientation like diversification and global expansion.Complexity academic levelThe case aims for teaching business management students at the Undergraduate, Postgraduate, and Executive education level. In addition, the case can be related to the Strategic Management course curriculum and Marketing course curriculum.Supplementary materialsTeaching notes are available for educators only.Subject codeCSS 11: Strategy

Study of Consumer Liking of Six Chinese Vinegar Products and the Correlation between These Likings and the Volatile Profile.

As the aroma of Chinese vinegar is a key quality trait that influences consumer liking, a combination of sensory data and instrumental measurements were performed to help understand the aroma differences of six types of Chinese vinegar. A total of 52 volatile compounds, mostly ethyl acetate, acetic acid, and phenethyl alcohol, were detected in six types of Chinese vinegar using solid-phase microextraction coupled with gas chromatography–mass spectrometry (SPME-GC–MS). Combined with open-ended questions, the correlation between consumer liking and the volatile profile of the vinegar was further investigated. More consumers preferred the potato vinegar (B6) described as “having a sweet aroma and fruity vinegar aroma”. The Heng-shun Jinyou balsamic vinegar (B5) was not favored by consumers with its exhibition of “too pungent vinegar aroma”. Based on their preference patterns, consumers were grouped into three clusters by k-means clustering and principal component analysis (PCA). Using partial least squares regression (PLSR), the most important volatile compounds that drove consumer liking in the three clusters were obtained, among which 14 compounds such as 1-methylpyrrole-2-carboxaldehyde, ethyl acetate, and acetylfuran had the greatest impact on consumer liking, which could guide manufacturers to improve product quality and customer satisfaction.

Pengaruh Kualitas Produk, Brand Image Dan Kepuasan Konsumen Terhadap Loyalitas Pelanggan Kartu Tri

The purpose of this study was to determine: 1) The effect of product quality on consumer loyalty using the Tri cellular network, 2) The effect of brand image on consumer loyalty using the Tri cellular network, 3) The effect of consumer satisfaction on consumer loyalty using the Tri cellular network, 4) The effect of quality product, brand image, and consumer satisfaction together on consumer loyalty using the Tri cellular network.The population in this study were all students of Dharma Andalas University, Faculty of Economics and Business, Department of S1 Management, class of 2017 and 2018. The sampling in this study used the Slovin formula with the number of research samples as many as 137 respondents. The data analysis technique used in testing this research hypothesis is the use of the SPSS program. Product quality variable has a positive and significant effect on consumer loyalty. The brand image variable has a positive and significant effect on consumer loyalty. The variable of consumer satisfaction has a positive and significant effect on consumer loyalty. The variables of product quality, brand image, and customer satisfaction together have a positive and significant effect on consumer loyalty.

Kualitas Produk, Kualitas Layanan, dan Harga terhadap Kepuasan Pelanggan

This study aims to determine and analyze the effect of product quality, service quality, and price on customer satisfaction. This research method is descriptive quantitative. The sample used in this study was 90 respondents using purposive sampling method. The analytical tool used to analyze product quality, service quality, and price on customer satisfaction is multiple linear regression using the SPSS statistical program for window.v.26. The results showed, a) the quality of the product had a significance level of 0.457 and a positive positive regression coefficient of 0.044; b) service quality has a significance level of 0.004 and a positive feasible regression coefficient of 0.214; c) customer satisfaction has a significance level of 0.000 and a positive feasible regression coefficient of 0.343. In conclusion, product quality has a positive and insignificant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, and price has a positive effect on customer satisfaction.
 Keywords: product quality, service quality, price and customer satisfaction

Pengaruh Price, Brand Image Dan Pelayanan Terhadap Kepuasan Pelanggan Indihome Pada PT Telkom Witel Metro

INFLUENCE OF PRICE, BRAND IMAGE AND SERVICE
 ON INDIHOME CUSTOMER SATISFACTION
 AT PT TELKOM WITEL METRO
 By
 Ali Rahmat Birlianto ,H. Suwarto2, S.E M.M, Jati Imantoro, S.E., M.E.Sy
 NPM.16610134
 ABSTRACT
 Ali Rahmat Birlianto The Influence of Price, Brand Image And Service On Indihome Customer Satisfaction At Pt Telkom Witel Metro. Supervisor (1) H. Suwarto, S.E M.M (2) Jati Imantoro, S.E., M.E.Sy.
 Today's increasingly rapid technological development and competition requires every company to innovate for the sake of its company's existence. The existence of innovation in the company makes the company can grow and be able to compete in the market. The development of technology and information is getting higher and more complex. One of the products that has developed quite rapidly is pay television service products.
 This study aims to determine 1) To determine the effect of Price on customer satisfaction of Indihome products from PT. Telkom Witel Metro.2) To determine the effect of brand image on customer satisfaction of Indihome products from PT. Telkom Witel Metro 3) To determine the effect of customer service on customer satisfaction of Indihome products from PT. Telkom Witel Metro. 4) To determine the effect of price, brand image and customer service on customer satisfaction of Indihome products from PT. Telkom Witel Metro. The survey method was chosen as the primary data source. The survey method focuses on collecting data from respondents who have certain information, thus enabling researchers to solve problems. Data collection was carried out using a questionnaire or questionnaire instrument. In this study, the population is consumers who use telkom products. The sampling technique uses accidental sampling with a total sample of 100 people. Data collection techniques using a questionnaire with a Likert scale.
 The results showed that 1) there was a positive and significant influence between Price on Indihome product customer satisfaction 2) there was a positive and significant influence between brand image on Indihome product customer satisfaction. 3) there is a positive and significant influence between service on customer satisfaction for Indihome products. 4) there is a positive and significant influence between price, brand image and service on customer satisfaction of Indihome products.
 Keywords: Price, Brand Image, Service and Customer Satisfaction
 
 

What drives product involvement and satisfaction with OFDs amid COVID-19?

Online food delivery services (OFDs) have gained the attention of researchers due to the rapid growth of society. With COVID-19 wreaking havoc on markets worldwide, it compelled retailers and service providers to adjust their way of doing business drastically. OFD's emerged as an option either due to consumers' inability to cook, fear of exposure to Covid if they leave the house, monotony of eating home-cooked meals, and safety measures practiced by them. Hence, during this pandemic, the OFDs created a win-win situation for restaurant owners and consumers. However, the current literature does not clearly picture the factors influencing customers' behavioural intentions while using hospitality services in the wake of the COVID-19 pandemic. The primary objective of our study is to understand the factors influencing customer satisfaction during the pandemic. In addition, explore the mediating role of consumer resilience and consumer attitude to strengthen the relationship between product involvement and customer satisfaction in the OFDs context. We have used the social cognitive theory as the theoretical framework for framing our hypotheses. The present study focuses on Indian consumers who have used OFDs during the pandemic. We employed a cross-sectional survey method to test the proposed research model. Two hundred forty valid questionnaires were collected to empirically test the research model using tools like confirmatory factor analysis (CFA) using AMOS-28, direct and indirect relationships were tested using SPSS PROCESS macro. The results indicate that all the proposed hypotheses were supported. Theoretical and Practical implications of the study along with limitations are discussed.

PERAN BRAND IMAGE DALAM MEMEDIASI PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN

The purpose of this study is to explain effect of product quality, brand image, on customer satisfaction at Mix and Match customers in Denpasar. 130 people are used as respondents with purposive sampling method. Analytical technique used is path analysis and Sobel test. The results showed that Product quality had positive and significant effect on brand image, Product quality had positive and significant impact on customer satisfaction, Brand image had positive and significant impact on customer satisfaction, Brand Image mediate the effect of Product Quality on customer satisfaction. Mix And Match need to improve the layout of the store so that customers and carry out quality checks regularly so that the raw materials used are always consistent and it is recommended for every new customer who comes directly to the Mix And Match outlet to fill in the criticism and suggestion boxes.
 Keywords: product quality, brand image, and customer satisfaction.

The Influence of Product Quality and Brand Image on Customer Loyality with Customer Satisfaction as Intervening Variable

This research analyzed the influence of product quality and brand image on customer loyalty with customer satisfaction at Janji Jiwa coffee shop in Blitar city. This type of research uses explanatory research, survey method and quantitive. Data were collected using questionnaires from 160 Janji Jiwa coffee shop consumers in Blitar city. The collected data was then tested using the Structural Equation Model (SEM) method in the Smart PLS 3 program application. This research found that product quality, brand image, and customer satisfaction positively and significantly affect customer loyalty. At the same time, product quality and brand image positively and significantly affect customer satisfaction. Customer satisfaction as an intervening variable can mediate the influence of product quality and brand image on customer loyalty positively and significantly.

The Effect of Product Quality and Customer Satisfaction on Customer Loyalty at Pempek 888 Taman Kenten Palembang Restaurant

This study aims to determine product quality and satisfaction on customer loyalty. This research uses descriptive research with a quantitative approach and multiple regression analysis methods. The sampling technique uses accidental sampling. The population is all customers who come to Pempek 888 Taman Kenten Palembang Restaurant, while the total sample is 98 respondents based on the Slovin formula. The results showed that product quality and satisfaction partially had a significant effect on customer loyalty. It is hoped that Pempek 888 Taman Kenten Palembang Restaurant will continue to maintain and improve product quality from color, appearance, portion, shape, temperature, texture, aroma, level of maturity, and taste offered, up to the halal guarantee provided must be maintained and improved so that customers continue to feel satisfied and do not move to another place.
 Keywords: Product Quality, Customer Satisfaction, Customer Loyalty

AI-enables product purchase on Amazon: what are the consumers saying?

PurposeThis study aims to identify the product attributes that influence customer satisfaction related to AI-enabled products with a strong forecast of growth. This study is very timely as the market for AI-based smart home products is still at a nascent stage in emerging economies (Vaishali Dar, 2021). Adding evidence to literature on the experience of customers, identifying the attributes that lead to customer satisfaction and those that lead to dissatisfaction are essential for products that were launched recently during the pandemic. This study makes valuable addition to the existing literature.Design/methodology/approachOnline reviews (12,326 reviews) for EchoDot products launched by Amazon India during the pandemic were collected for the study. The attributes were identified based on the most frequently discussed attributes in the text reviews. Further review valence was determined to group the reviews under positive reviews indicating customer satisfaction and negative reviews indicating customer dissatisfaction. Logistic regression was used to identify the attributes that significantly impact customer satisfaction/dissatisfaction.FindingsThe results of the study indicate that while EchoDot is seen to add value to the smart home environment (home variable), video (video variable) and speaker (speaker variable) quality also contribute to customer satisfaction. Further, consumers found the product truly worth their money (value for money variable). Other attributes like a complaint about Bluetooth features are seen to increase the probability of customer dissatisfaction.Originality/valueThis study identifies the most important attributes that influence customer satisfaction in AI-enabled product sales on e-commerce platforms in pandemic times for India. Such studies are scarce in the emerging markets where the AI-based home appliance market is still in its nascent stage, and the customers are trying out their experiences with these products. What the customers expect and are these products fulfill these expectations is an important question that needs to be addressed by research. This study addresses this gap and adds to this literature.

ANALYZING FACTORS AFFECTING CUSTOMER SATISFACTION IN THE MIDST OF THE COVID-19 PANDEMIC (CASE STUDY: KFC BITUNG)

The Covid-19 virus has disrupted economic activity such as buying and selling in Indonesia, and even some branded stores, supermarkets and small shops in Indonesia have to close amid the Covid-19 pandemic. However, it is different from these branded stores or supermarkets, in the field of food and beverage, stores that are engaged in food and beverage, such as Kentucky Fried Chicken (KFC), are still holding out their buying and selling activities amid the Covid-19 pandemic. This research aims to analyzing factors affecting customer satisfaction in the midst of the covid-19 pandemic at KFC Bitung city, by using variable Product Quality, Price, Promotion, and Customer Satisfaction. This research using a quantitative method that formed from the respondent responses by a questionnaire and Multiple Linear Regression as the tool of analysis. The samples in this research are 100 respondents who have bought KFC in Bitung city. The findings revealed that product quality, price, and promotion have a positive relationship and there is a significant influence toward customer satisfaction. From the results, it is recommended for KFC in Bitung city to consider certain factors that can make customers satisfaction and keep buying KFC products.

Pay TV Product quality and customer satisfaction: An investigation

The pay TV service sector in Nigeria is growing rapidly as new entrants are joining the market and consumers are adopting several brands to suit their needs. This implies a high rate of competition among the service providers to win over customer and expand their market share. The main objective of this study is to examine the effects of product quality on Pay TV customer satisfaction. The study used a survey research design and sampled 397 Pay TV subscribers. A total of 241 copies of the questionnaire were returned and the study hypotheses were tested using the multiple regression analysis. The study findings revealed that content quality, reception quality, and customer service has a positive and significant relationship and impact on Pay TV customer satisfaction. The study recommends that to increase the level of customer satisfaction and win the competitive war, operators in the pay TV service sector should improve their customer service unit, improve the stability of reception irrespective of weather conditions, maintain unique, educative and entertaining contents to stay ahead of competition while maintaining a competitive price.

Analysis of Product Quality, Service Quality, and Customer Satisfaction at Waroeng Special Sambal "SS” West Jakarta

This study aims to analyze the effect of product quality and service qualityon customer satisfaction at Waroeng Special Sambal customers in WestJakarta. The variables used in this study are product quality and servicequality as exogenous, and customer satisfaction as endogenous. Thesample selection used probability sampling method with incidentalsampling technique and the sample in this study were 120 respondentswho were customers of Waroeng Special Sambal in West Jakarta. Thedata processing method used is the Structural Equation Modeling (SEM)method using IBM AMOS 22 software.The results of this study indicate that product quality has a positive andsignificant effect on customer satisfaction with an estimated value of0.302, where these results prove that food and beverage products atWaroeng Special Sambal produce satisfaction from their customers. Thenthe following results show that Service Quality has a positive andsignificant effect on Customer Satisfaction with an estimated value of0.503, where these results prove that the services provided by theemployees or the Waroeng Special Sambal facilities have resulted insatisfaction from their customers.

Strategi Pengembangan Usaha dan Peningkatan Kinerja UMKM di Masyarakat Kecamatan Selesai Kabupaten Langkat

Micro, Small and Medium Enterprises (MSMEs) have the potential to increase income and absorb labor. This community service aims to develop businesses and improve employee performance by looking for business development strategies and MSME Performance Improvements that can be used to increase people's income, so that they can obtain maximum profit so that the business can continue to grow to increase income, including increasing the income of the people who work at the dry tofu factory. business development strategy and improving the performance of MSMEs by improving and maintaining product quality, maintaining product cleanliness and customer satisfaction with the products offered. From the results and discussion, it can be concluded that the Business Development Strategy and Performance Improvement of Community MSMEs in the Selesai District, Langkat Regency will experience developments that continue to improve, these MSMEs have an important role in improving community welfare and increasing the income of the surrounding community so that they can meet their daily needs. such as food, as well as other needs such as shelter, family health, the need for their children's education, and other needs.

The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty

Pujasera Melawai is one area in implementing the DKI Jakarta tourism office program. There are many traditional cuisine menus to choose from, one of which is Restaurant XYZ. This study determines the effect of the product, service quality, & customer satisfaction on customer loyalty in Restaurant XYZ. This study was based on quantitative methods with data collection using a questionnaire by accidental sampling and qualitative method by interviewing the owner of Restaurant XYZ. Quantitative data was taken by anyone who met the purchase requirements at least two times at Restaurant XYZ. The sample was 100 respondents that were analyzed by regression logistics. Based on the questionnaire result and interview with customers and key informants, the three indicators of product and service quality most influential to customer satisfaction and loyalty are response accuracy, product uniqueness, and employees' attention that makes customers happy and want to return restaurant. Based on the results, customer loyalty has a probability of 76.8 percent affected which product quality and customer satisfaction, service quality affects customer loyalty in Restaurant XYZ.