Customer Satisfaction Results Research Articles

Logistics Efficiency in Product Distribution with Genetic Algorithms for Optimal Routes

This research aims to optimize product distribution routes in logistics using computer simulation approaches and genetic algorithms. This research produces more efficient distribution routes by utilizing mathematical models that reflect actual distribution processes, including variables such as warehouse locations, distribution points, product types, customer demand, and vehicle availability. Genetic algorithms are used to design optimal solutions with implementation stages, which include solution representation, population initialization, fitness evaluation, selection, crossover, mutation, and stopping criteria. The visualization results show that the genetic algorithm can produce more structured and efficient distribution routes, reducing total travel distance, distribution costs, and delivery time. Statistical analysis supports significant improvements in distribution performance after implementing the genetic algorithm, with substantial reductions in total mileage, distribution costs, and delivery times and substantial improvements in customer satisfaction. Financial analysis shows significant cost savings and positive ROI from investing in genetic algorithms, while sensitivity analysis reveals the impact of critical factors on distribution costs. This research confirms the financial and operational benefits of applying genetic algorithms in product distribution optimization, with significant efficiency, cost savings, and customer satisfaction results.

Analysis of the Assessment Results of Institutional Excellence in Jordan

Objectives: This research aimed to analyze the results of the assessment of excellence in Jordan, including the assessment of institutional excellence conducted by the assessors of excellence, customer satisfaction, and mystery shopping. Methods: Through statistical analysis, the 104 participating institutions were classified into three groups: "above average," "average," and "below average." An institution is labeled "above average" if its assessment result exceeds the average by more than one standard deviation. If the result is within one standard deviation of the average, the institution is deemed "average." Conversely, if the result is lower than the average by more than one standard deviation, the institution is categorized as "below average." Results: The results of institutional excellence are significantly lower than those of customer satisfaction and mystery shopping. Around 70% of institutions rated “average” in the three tools of excellence assessment. The findings support that there are statistically significant differences between the assessment results of institutional excellence, customer satisfaction and mystery shopping. Results of correlation analysis indicate there is no correlation between the results of institutional excellence and customer satisfaction, and between the results of customer satisfaction and mystery shopping. Whereas, there is a statistically significant correlation between the results of institutional excellence and mystery shopping. Conclusions: The study recommended that excellence assessment approaches and processes should focus on reliable metrics and indicators to distinguish between different levels of performance. In addition, an understanding of the key business factors of institutions by excellence assessors is essential to the quality of assessment.

Analysis of the Assessment Results of Institutional Excellence in Jordan

Objectives: This research aims to analyze the results of the assessment of excellence in Jordan, including the assessment of institutional excellence conducted by the assessors of excellence, customer satisfaction, and mystery shopping. Methods: Through statistical analysis of assessment results, the 104 participating institutions were grouped into three categories: "above average," "average," and "below average." An institution is labeled "above average" if its assessment result surpasses the overall average by more than one standard deviation; it's considered "average" if its assessment result deviates from the overall average by up to one standard deviation; and it's deemed "below average" if its assessment result falls short of the overall average by more than one standard deviation. Results: The results of institutional excellence are significantly lower than those of customer satisfaction and mystery shopping. Around 70% of institutions rated “average” in the three tools of excellence assessment. It was found that there are statistically significant differences between the assessment results of institutional excellence, customer satisfaction and mystery shopping. Results of correlation analysis indicate there is no correlation between the results of institutional excellence and customer satisfaction, and between the results of customer satisfaction and mystery shopping. Whereas, there is a statistically significant correlation between the results of institutional excellence and mystery shopping. Conclusions: The study recommended that assessment approaches and processes should focus on reliable metrics and indicators to distinguish between different levels of performance. An understanding of the key business factors of institutions by excellence assessors is essential to the quality of assessment.

THE EFFECT OF PRODUCT AND SERVICE QUALITY ON CUSTOMER LOYALTY FORE COFFEE JABODETABEK

<p>This research is a study that aims to examine the products and services of the Fore coffee shop brand on customer satisfaction and its effect on customer loyalty. The method used in this study is a quantitative research method with a total of 30 respondents domiciled in Jabodetabek. This research method was carried out by distributing questionnaires online as well as testing validity and reliability through the Cronbach Alpha test. The results of this study show that the products and services provided by Fore Coffee are quite good, but the services provided are not too significant compared to the products offered. The results of customer satisfaction from Fore Coffee's products and services are quite visible from the products alone. The relationship between customer satisfaction and loyalty of Fore Coffee proves that products and services can increase customer loyalty. In conclusion, the products and services at Fore Cofffee are quite satisfactory and affect customer loyalty.</p>

Explaining the Factors Affecting Customer Satisfaction at the Fintech Firm F1 Soft by Using PCA and XAI

The most significant and rapidly expanding fintech services in Nepal are provided by several fintech firms. Customer satisfaction must be compared side by side even if every organization has made an effort to expand the usage of services. Many studies have concentrated on evaluating the impact of various factors on customer satisfaction, but significantly fewer studies have been conducted to explore the factors and focus of machine learning. Based on the planned behavioural theory (TPB), the study is concentrated on exploring and evaluating customer satisfaction on a different stimulus offered by F1 Soft (a fintech firm in nepal), customers’ loyalty and the compatibility they gain through the company’s services. By exploring various factors affecting customer satisfaction by using principal component analysis (PCA) and explainable AI (XAI), the study explored the eight factors (customer service, compatibility, ease of use, assurance, loyalty intention, technology perception, speed and firm’s innovativeness) which affect customer satisfaction individually. Furthermore, by using support vector machine (SVM) and logistic regression (LR), the major contributing factors are explained with local interpretable model-agnostic explanation (LIME) and Shapley additive explanations (SHAP). SVM holds the training accuracy of 89.13% whereas LR achieves 87.88%, and both algorithms show that compatibilty issues consider the major contributing factor for customer satisfaction. Contributing toward different dimensions, determinants, and the results of customer satisfaction in fintech, the study suggests how fintech companies must integrate factors affecting customer satisfaction in their system for further process development.

Analysis of Customer Satisfaction on Quality of Jakarta Corridor MRT (Mass Rapid Transit) Service 1 (Lebakbulus Station - Bundaran HI)

Seeing the very high mobility behavior of the Jakarta people and difficult to avoid congestion, it is appropriate, a solution that invites people to move from private vehicles to mass transportation modes such as the Jakarta MRT. The transportation service industry is an interesting sector to observe because Jakarta MRT is relatively new transportation in Jakarta. This study aims to determine the level of passenger satisfaction with the quality of Jakarta Corridor 1 MRT services (Lebak bulus Station - HI Roundabout) reviewed using the questionnaire method, using 100 respondents taken randomly from Lebak Bulus to the HI Roundabout and vice versa. To get the results of customer satisfaction required data on the average rating of respondents and the results obtained an average value above 3 and included in the category of very satisfied according to the CSI table. To get data that needs to be a priority to be improved and data that needs to be maintained the level of service quality needs to be tested using the Cartesian diagram of the importance- performance method and the results of data that become priorities for improvement are safety aspects at trains and stations as well as courtesy of officers. To test the results of the analysis conducted a validity test using the bivariate correlation method to measure the validity and invalidity of the data with a significance value of 1% and R tables obtained at 0.258 and 100% validity results (all valid data), reliability testing to measure the level of consistency of respondents in filling out the questionnaire from the SPSS program counting process gets the result that the questionnaire has a high level of consistency.

Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) Methods of Exclusive Matte Lip Cream

Now cosmetics become one of the current human needs and increasingly develop or become a trend in society. One of the decorative cosmetics for lips is Lip Cream. PT produces exclusive Matte Lip Cream. Paragon Technology and Innovation, but many cosmetics competitors appear lately, and some complaints about the product. This research aims to analyze customer satisfaction and analyze the important attributes of Exclusive Matte Lip Cream. The sampling method used is Simple Random Sampling and analyzed by using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results of customer satisfaction are 75.89%, which means that customers are satisfied. The attribute that needs to be fixed is Formula & Texture of the new formulated Exclusive Matte Lip Cream, especially for lip cream density.

Customer Satisfaction: A Structural Equation Modeling Analysis

The aim of this paper is to investigate the determinants and consequences of customer satisfaction in hotel industry in Iran. A Confirmatory Factor Analysis (CFA) and Structural Equation Modeling have been utilized with information provided by a survey conducted in Iran (Kish Island).Results indicate that perceived value has a significant impact on customer satisfaction in hotel industry. Moreover, there is an strong positive relationship between image and perceived quality, image and perceived value, and also perceived quality and Perceived value. Based on the Results, no direct relationship has been detected between perceived quality and customer satisfaction, and also between customer expectation and customer satisfaction in hotel industry. In addition, Results showed that increased customer satisfaction will lead to an increase in customer loyalty. However, there is no strong negative relationship between customer satisfaction and complaining behavior. Findings provide more evidence on important determinants and results of customer satisfaction. Moreover this study is among the first studies conducted in hotel industry in Iran-Kish Island.