Quality Customer Research Articles

PENGARUH KUALITAS LAYANAN, REVIEW ONLINE TERHADAP KEPUTUSAN PEMBELIAN TIKTOK

At this time, technology and information are increasingly sophisticated and increasingly experiencing very rapid growth. Commercial online platforms have emerged as one of the key pillars in the midst of the global commerce ecosystem in the rapidly expanding electronic age. One of the newest companies in the e-commerce space, Tiktok Shop, takes a different tack by fusing social media with online buying. defining a number of research projects, such as research models and mechanisms-based research methodologies, through data collection and testing. Reference sources must be used to support the definition of a research plan in order for the presentation to be accepted by academics. Using a quantitative approach, this study was carried out in Denpasar City, Bali, with a target demographic of Tiktok users who are familiar with and use Tiktok Shop. With 112 respondents, the sample was drawn via incidental sampling, a method for selecting samples at random or inadvertently. An online questionnaire measuring purchasing decisions, service quality, and online customer reviews using a grading scale was used to gather primary data. The SEM-PLS technique was used to analyse the data using Smart-PLS software, which included hypothesis testing, structural model evaluation (inner-model), and assessment (outer model). where the findings demonstrate that service quality significantly and favourably influences consumers' decisions to buy. Purchase decisions are also positively and significantly impacted by the influence of online consumer reviews.

THE INFLUENCE OF SERVICE QUALITY AND PRICE DISCOUNTS ON CONSUMER LOYALTY IN MAXIM TRANSPORTATION SERVICES IN BENGKULU CITY

This study was determining the effect price promotion and service quality customer satisfaction online motorcycle taxi services. Population of this study people of Bengkulu city who Maxim application. The number samples obtained 120 respondents using 16 formulas. data analysis method used multiple linear regression. The results study shows that (1) Price no significant effect on Online Motorcycle taxi services Maxim Bengkulu City, (2) Promotion has significant effect on Online Motorcycle taxi services Maxim Bengkulu City, (3) Quality not significantly affect Online Motorcycle taxi services Maxim Bengkulu City, (4) Customer satisfaction no significant effect on online taxi services Maxim Bengkulu City.

The Mediating Effect of Service Quality on the Relationship between Ride-Hailing Driver Characteristics and Customer Satisfaction

Purpose: This study explored the relationship between the ride-hailing transport system, service quality, customer satisfaction, and driver characteristics among university and college students in major cities in Ghana. Design/Methodology/Approach: Using a quantitative approach, data were collected from a sample of 436 ride-hailing users through the simple random sampling technique. A cross-sectional research design was employed for data gathering, and Partial Least Square Structural Equation Modeling (SEM) version 4.0 was utilised for data analysis. Findings: The findings indicated that the ride-hailing transport system significantly influenced service quality and overall customer satisfaction. Additionally, driver characteristics such as skills, punctuality, and age impacted customer satisfaction. The study also established a positive relationship between service quality and customer satisfaction. Research Limitation: Research within specific geographical areas or demographics restricts the findings' applicability to other cultural or economic contexts. Practical Implications: The results highlight the necessity for transportation network companies (TNCs) to improve driver training and service quality to boost customer satisfaction, foster loyalty, and enhance business performance. Social Implications: The study's insights on the mediating effect of service quality will guide policymakers in identifying key factors influencing consumer satisfaction in the ride-hailing industry. By understanding these dynamics, policymakers can develop regulations that enhance service standards, benefiting drivers and passengers through improved operational frameworks. Originality/ Value: This research contributes to the existing literature on ride-hailing transport systems by emphasising the critical roles of service quality and driver characteristics in enhancing customer satisfaction.

Rancang Bangun Aplikasi Coffee Shop Berbasis Visual Basic

The development of the coffee shop industry requires technological support to enhance efficiency in daily operations. Coffee shops often face challenges in managing transactions and sales reports, which are still performed manually, leading to potential errors and time inefficiencies. This research aims to design a Visual Basic-based application as an effective solution for recording transactions, monitoring orders, managing menus, and generating sales reports. The application development follows the waterfall methodology, which includes requirements analysis, system design, implementation, and documentation. The results of this research indicate that the developed application effectively improves the operational efficiency of coffee shops by speeding up transaction processes, reducing recording errors, and providing accurate sales reports. Additionally, the interface is designed to be simple and user-friendly, allowing employees to use the application without requiring technical expertise. By implementing this application, coffee shops can manage their business effectively, support strategic decision-making, and enhance service quality for customers.

The Influence of Customer Reference Group, Digital Marketing, and Quality of Services on the Purchase Decision of Training Services in Indonesian Higher Education Institutions

Customer Reference Group, Digital Marketing, and service quality play an important role in influencing the decision to purchase training services in higher education. Customer Reference Group can provide informative and normative influence. Digital Marketing allows universities to reach a wider audience with digital media-based marketing strategies, such as social media, email, and websites, which can increase visibility and engagement. In this study, it includes aspects of accessibility, interactivity, entertainment, trust, irritation, and, finally, information. Service quality is a characteristic of a service that is able to satisfy customers better than competitor services, which includes aspects of reliability, responsiveness, empathy, assurance and physical evidence. This study aims to analyze the effect of Customer Reference Group, Digital Marketing, and Quality of Services on purchasing decisions for ecc.co.id training services for universities in Indonesia. The research was conducted with a quantitative approach, involving 103 respondents consisting of lecturers, campus staff, career center managers, and other professionals who have used ecc.co.id training services. Data was collected through an online questionnaire and analyzed using multiple linear regression using SPSS 25. The results showed that the three independent variables had a positive and significant influence on the decision to purchase ecc.co.id training services. This study concludes that improving service quality, optimizing digital marketing strategies, and managing effective Customer Reference Groups are the keys to success in driving the decision to purchase training services by universities in Indonesia.

Factors Influencing Service Quality and its Impact on Customer Satisfaction and Loyalty: A case Study of the Somali Private Banking Sector

Purpose – This study aims to explore the key factors influencing customer satisfaction in Somalia’s private banking sector. Specifically, it focuses on critical aspects such as reliability, responsiveness, visibility, employee commitment, and access to service, all of which play a pivotal role in shaping customer experiences and perceptions. The study also investigates the relationship between customer satisfaction and loyalty.Design/methodology/approach The study population specifically focused on customers receiving Somalian Private Banking services. In this study, 200 respondents were targeted who are the customers of the private banks in Somalia. Out of 200 distributed questionnaires, we received 160 responses that gave a response rate of 80%. The research data were analyzed using descriptive and structural equation modelling (SEM) approaches.Findings – According to the findings customer satisfaction was significantly influenced by the variables of responsiveness, visibility, reliability, and staff commitment. The hypothesis was acceptedindicating a significant positive influence of responsiveness on customer satisfaction (path coefficient= 0.261, T-value = 2.543, and p-value = 0.011). Similarly, visibility yielded a strong positive path coefficient of 0.534 which was also significant, leading to the acceptance of H3. Consequently,consumer satisfaction greatly enhanced their loyalty. A further study of variance revealed considerable differences in customer satisfaction based on gender, age, and education level.Research limitations/implications – Since the research was conducted on the private banking market in Somalia, the findings may not be applicable to other service sectors.Originality/value – This research explores how customers evaluate the services offered by private banks, considering broader service quality standards, customer satisfaction, and loyalty. The findings aim to help Somalia and other nations improve customer satisfaction and loyalty in their private banking sectors.

A Study on Customer Satisfaction towards Automobile Industry in Pune

The research paper aims to study Customer Satisfaction in the Automobile Industry in Pune. The study seeks to understand the key factors influencing customer satisfaction, such as product quality, sales experience, after-sales services, and overall customer support. It employs a quantitative research approach, using surveys to gather primary data from 135 respondents, mostly existing automobile industry customers. Key findings indicate high satisfaction with the quality and performance of the Automobile Industry. However, some customers raised concerns about the availability of spare parts and service delays. The study also highlights the importance of personalized customer service in improving satisfaction levels. Suggestions include enhancing after-sales service efficiency, improving communication regarding repairs and warranties, and offering customization options to attract a broader customer base. Ultimately, the study concludes that customer satisfaction is a crucial driver for brand loyalty and future growth for the Automobile Industry.

Thesis Candidates' Expectations and Satisfaction with Thesis Supervisors' Customer Service Quality in the Upper East Region: An Expectancy Theory Perspective

Aim: The purpose of this study was to contribute to discussions aimed at creating a supportive academic experience for postgraduate students through quality customer service support systems. Methods: The study employed the expectancy theory as a guiding theoretical framework to investigate thesis candidates' expectations and satisfaction with supervisors' customer service quality in terms of thesis supervision in the Upper East region. The study adopted quantitative descriptive and inferential analytical methods to analyze the primary data, collected using a self-developed questionnaire instrument from 113 selected respondents using a purposive technique. To ensure reliability, the questionnaire was first piloted using 40 respondents. The piloted data were analyzed using Cronbach's reliability test method. The data produced reliability coefficients of .947, .974, and .957 for the constructs. Results: The study revealed that thesis candidates have moderate to high expectations for their supervisors' customer service quality in thesis supervision. A paired samples t-test analysis revealed a significant difference between postgraduate students' expectations and satisfaction regarding the supervisor's customer service quality in thesis supervision (t(112) = 2.635, p < 0.01). A simple linear regression analysis result also showed a significant positive relationship between satisfaction and the likelihood to pursue further studies (R square = 0.696, F (1, 111) = 253.988, p < 0.001). The R square value indicates that 69.6% of the variance in student's likelihood of pursuing a PhD program can be explained by their satisfaction with their supervisor's customer service. Recommendation: The study recommended that thesis supervisors should provide quality customer service in terms of their approachability, expertise, guidance/support, and responsive supervisory relationship.

Вітчизняний та зарубіжний досвід розвитку систем менеджменту рекреаційних підприємств

The article presents a comprehensive examination of domestic and international experiences in developing management systems for recreational enterprises. A thorough comparative analysis was conducted, focusing on approaches to managing recreational enterprises in Europe (with case studies from Italy, Spain, and France), the United States, and Asia (exemplified by Japan, Singapore, and South Korea). This analysis facilitated the identification of strengths, weaknesses, and both shared and distinctive features when compared to domestic practices. The research highlights several common trends in the management of recreational enterprises globally. These include the increasing significance of information technologies in operational management, a growing emphasis on environmental sustainability, and a sharp focus on enhancing service quality and overall customer experience. These shared characteristics underscore the global nature of certain challenges and opportunities in the recreational sector. Through an extensive review of literary sources, the study identified key issues confronting Ukrainian recreational enterprises. The domestic management system is notably characterized by inadequate automation, insufficient integration of environmental management practices, and limited utilization of modern analytical tools. In stark contrast, foreign systems exhibit advanced levels of process automation, successful implementation of Big Data technologies, and innovative applications of robotics and artificial intelligence. Based on these findings, the study concludes that there is a pressing need to adapt successful international practices to the unique conditions of the Ukrainian recreational services market. The article proposes a series of recommendations aimed at enhancing management practices. These include the strategic implementation of innovative technologies, concerted efforts to improve service quality, the development of robust partnership networks, and the integration of comprehensive environmental management systems. The authors argue that implementing these recommendations will significantly boost the competitiveness of domestic recreational enterprises in the global market. Moreover, these improvements are expected to play a crucial role in preserving human capital during challenging economic periods, a factor of particular importance in the current Ukrainian context. Looking ahead, the article outlines promising avenues for future research. These include in-depth investigations into the nuances of implementing cutting-edge technologies such as Big Data analytics, artificial intel- ligence systems, and robotics within the management frameworks of recreational enterprises. Such studies will be instrumental in guiding the sector's technological evolution and ensuring its long-term sustainability and competitiveness.

The Effect of Total Quality Management on Service Quality, Price, and Customer Satisfaction at Kita-Kita Tour and Travel

This study aims to analyze the effect of Total Quality Management (TQM) implementation on service quality and price and its impact on customer satisfaction at Kita-Kita Tour and Travel. This study uses a quantitative method with a casual associative approach to measure service quality variables (X1), price (X2), and customer satisfaction (Y). Data was collected through questionnaires distributed to consumers who have used Kita-Kita Tour and Travel services, and was analyzed using SPSS software. Data that meets the validity, reliability, and classical assumption tests are then processed to produce a linear regression equation. The results of the analysis show that service quality and price partially and simultaneously have a positive and significant effect on customer satisfaction, so the hypothesis is accepted. The reliability test resulted in a Cronbach's Alpha value of 0.864, indicating that the data obtained is reliable. Based on this research, it shows that the implementation of TQM has a positive impact on service quality and price, which in turn increases customer satisfaction.

Pengaruh Persepsi Harga, Promosi dan Kualitas Layanan terhadap Loyalitas Pelanggan di Perusahaan Forwarder PT. Citra Selaras Logistik

The purpose of this study is to analyze the effect of price, promotion and service quality on customer loyalty mediated by several customers of PT. Citra Selaras Logistik (PT. CSL). This study was conducted using a saturated sampling technique and applied in SmartPLS 4.0. This research shows that price perception has negative influence and is not significant to customer loyalty, while promotion and quality service have positive influence and are significant to customer loyalty.

Literature Review : Dampak Merger Bank Syariah Indonesia (BSI) Terhadap Karyawan dan Nasabah

This research aims to analyze the impact of the merger of Bank Syariah Indonesia (BSI) on employees and customers, using a literature review method that follows PRISMA guidelines. Data were collected from Google Scholar with related keywords, yielding 6,590 results, and 10 relevant articles were selected based on inclusion and exclusion criteria. The research results show that the merger of three state-owned sharia banks, namely Bank Syariah Mandiri, BNI Syariah, and BRI Syariah aims to increase competitiveness and efficiency in the national financial system, as well as provide better services to customers. In this merger, employees experience changes in organizational structure and work culture, and welfare, which requires a process of adaptation and adjustment. Meanwhile, the impact for customers of this merger is to offer convenience and comfort in banking services. Overall, this merger has had a positive impact in terms of improving service quality and satisfaction for both BSI employees and customers.

TRANSFORMING BANKING THROUGH AI: ANALYSING THE IMPACT OF CUSTOMER PERCEPTION FACTORS

Technological advancement enhances Artificial Intelligence (AI) performance within the banking environment. In the rapidly evolving landscape of banking, the integration of AI technologies hinges on how effectively consumer perceptions are understood and addressed. The study investigates consumer perception towards AI acceptance in banking institutions. A standardized questionnaire was distributed and gathered data from 312 valid responses. The results indicate that all five factors of customer perceptions (convenience, customization, confidence, retention, and experience quality) have positively influenced AI-driven customer experiences, with experience quality emerging as the most significant contributor. The study concludes that banks must strategically leverage AI to improve these factors while addressing hurdles related to user privacy and information security. The study recommends that banking management consider the need for continuous improvement in technology-driven customer interactions and retention efforts. KEYWORDS: Artificial Intelligence, Convenience, Customization, Confidence, Retention, and Experience quality

Statistical analysis of total quality management employees, customers, suppliers, and management dimensions in hotel industries in Jaipur city, Rajasthan, India

With the market competition, hotel industries focus on the quality requirements of customers and the market. To build total quality management (TQM) in the hotel industry value chain, the hotel industries are focusing on the customers, suppliers, employees, and management dimensions of TQM. The purpose of this study is to analyze the priorities of these TQM dimensions or philosophies in hotel industries in Jaipur City, Rajasthan, India. The study adopts a survey approach for identifying the priorities given by the hotel industries to build total quality management in the hotel value chain. The results show that the hotel industries weigh all four dimensions for total quality management. The customers’ dimensions are the first and most important dimension, then management dimensions, then employees’ dimensions, and the suppliers’ dimensions for total quality management in hotel industries. A collaborative strategic approach by the hotel management, involving customers, suppliers, and employees, has to be adopted to design the hotel industry value chain to meet the business sustainability requirements, and customers’ requirements, and to gain the competitive advantage of TQM. The study also highlights that integration of sustainability with the TQM framework is essential for the hotel industry as it enhances operational efficiency and reduces environmental impact. This approach will support long-term profitability and align with increasing customer demand for sustainable practices in the tourism and hospitality sector.

Effect of Product Quality and Service Quality Customer Satisfaction of Yoghurt Milk Products

Effect of Product Quality and Service Quality Customer Satisfaction of Yoghurt Milk Products

Analysis of Micro Business Marketing Strategy in Facing Competition

This study is motivated by the challenges faced in the development of micro-enterprises at Bukit Sion Market, largely due to the high level of competition. Many businesses struggle to determine appropriate financing models and product offerings, as the market is saturated with similar products offered by competitors. The objective of this research is to analyze the marketing strategies employed by micro-enterprises and identify the obstacles they face in dealing with competition at Bukit Sion Market, Lahomi District. The research employs a descriptive qualitative method. The findings reveal that all food stalls adopt marketing strategies that include market selection, product planning, pricing, distribution systems, and marketing communication. Effective marketing strategies, such as offering discounts, special promotions, or hosting promotional events, have been shown to significantly boost sales. However, the food stalls encounter several challenges, including intensified competition due to the emergence of similar businesses offering comparable products, a lack of product innovation and promotion, fluctuations in raw material prices, as well as issues with product quality consistency, customer service, and overall customer experience.

THE INFLUENCE OF QUALITY SERVICE FOR CUSTOMER SATISFACTION : CASE STUDY IN ZADJ PROSALON BALIKPAPAN

The objective of this research to determine the effect of Service Quality on customer satisfaction at Zadj Prosalon Balikpapan which is motivated by the phenomenon of more and more people who care about their appearance, namely beauty care and the emergence of various Beauty Salon Businesses in the Balikpapan community, therefore companies need to retain customers not only with good product quality but also through service quality that needs to be continuously monitored and improved in order to achieve optimal customer satisfaction because customer quality and satisfaction hold crucial stakes for success and survival in today's market competition. Customer quality and satisfaction are closely related to market share and customer retention. Increased customer retention implies greater positive word-of-mouth information distribution, reducing price sensitivity which ultimately results in better business performance. This study was conducted on customers who came and had treatments more than 2 times. The sampling technique was nonprobability sampling. The analysis method used in this study is multiple linear regression analysis and questionnaires as a means of collecting respondent data are then processed with the help of the SPSS Statistics program with a sample size of 295. Data analysis techniques used in this study are validity test, reliability test, multicollinearity test, heteroscedasticity, autocorrelation, F-test, t-test. Based on the results obtained from this study, service quality has a positive and significant effect on Customer Satisfaction at Zadj Prosalon Balikpapan. Quality has an effect of 75.2% on customer satisfaction, while the remaining 24.8% is influenced by service variables, other variables not examined in this study

The Mediating Effect of Service Quality on Total Quality Management and Customer Loyalty in Banking Sector

The aim of the research is to scrutinize the effect of TQM on customer loyalty through the mediation of quality service. The data was collected from workers of private banks in Iraq. Cluster sampling technique was used to collect the data. There were 390 employees taken as a sample size. The finding demonstrates that the effect of TQM practices on customer loyalty is significant. The significant mediating effect of quality service between the association of TQM and customer loyalty. In the end, the implication of the study is the private banks implement TQM practice effectively so that it has more a great impact on customer loyalty.

Exploring The Influence of Brand Resonance On Customer Retention in The Fast-Fashion Textile Sector

People live with their choices when they choose a brand. When consumers select a brand, they stand by their decision, creating a significant and enduring connection between the brand and the company’s customers. As a result, the brand becomes one of the marketer’s most important tools for driving their marketing efforts. This study seeks to investigate factors that influence brand resonance and to analyse the impact of brand resonance on the consumer repurchase intention of products. Data is collected from 209 sample respondents using structured questionnaires. Research shows that perceived brand quality, brand image and brand experience have positive impact on brand loyalty of behavioral loyalty, attitude attachment and community consciousness. Among these three factors, perceived brand quality and brand image have a positive effect on the brand resonance of active participation. It has also been found to have a positive effect on repurchase intention in four dimensions: brand resonance, behavioral loyalty, attitude attachment and community consciousness. Finally, companies need to focus on better quality products and customer engagement in order to maintain their brand image and retain their existing customers. Companies need to create more attractive marketing programs.

Understanding Customer Satisfaction: A Study of Convenience Stores

This study explores the impact of customer satisfaction on purchasing behavior within convenience stores, focusing on four key determinants: service quality, perceived value, product quality, and trust, perceived value, and trust. The growing population and increasing consumer demand have prompted companies to enhance productivity and service standards across their convenience store branches. To maintain competitiveness and attract a diverse customer base—comprising existing, new, and potential customers—businesses need to review and refine their operational strategies continuously. The study’s methodology involved a structured approach to gathering quantitative data from a specific sample of convenience store customers in Bentong City. By using surveys and questionnaires, the research aimed to capture relevant information directly from the consumers, providing insights into their experiences and satisfaction with the convenience stores. The non-probability convenience sampling method facilitated the collection of data from readily available participants, ensuring a practical and timely data collection process. Using a data set collected from 220 respondents who utilized products and services at a convenience store, this research aims to empirically investigate the relationships between service quality, perceived value, product quality, and trust, perceived value, trust, and overall customer satisfaction. The findings indicate that while all four factors contribute to customer satisfaction, service quality, perceived value, and trust exert a significantly stronger influence compared to product quality. These insights underscore the importance of prioritizing service enhancement, value creation, and trust-building initiatives in the strategic management of convenience stores, thereby ensuring sustained customer satisfaction and loyalty.