Role Of Customer Satisfaction Research Articles

Assessing Service Quality and Customer Satisfaction in Ghana’s Hotel Industry: A Case Study of Engineering Guest House – KNUST

Background: It has been generally observed that service quality plays a very instrumental role in customer satisfaction. This study therefore, examined the impact of service quality on customer satisfaction in Ghana’s hotel industry, with Engineering Guest House (EGH) of Kwame Nkrumah University of Science and Technology (KNUST). Methods: In pursuit of the stated objective, descriptive cross-sectional survey was adopted as the research design for this study. Data was sourced from both primary and secondary sources. Structured questionnaires which was the main research instrument was used to elicit information from the participants which comprised mainly of customers of EGH-KNUST who have been patronizing the services of the said entity over 2 years. ANOVA and t-statistics were used to test the hypothesis while regression analysis was used to analyzed the data. Results: The findings showed an R 2 value of 0.762 which reveals that service quality (using the SERVQUAL components) accounted for 76.2% of the variation in customer satisfaction. The f-statistics of 32.318 reveals that the model is statistically significant at 0.05 significant level. Conclusion: It was concluded that there was a significant relationship between service quality and customer satisfaction at EGH-KNUST, hence the guest house should continue to investigate precisely what guests want and develop innovative ways to meeting guests’ expectation. Keywords: Service quality, SERVQUAL model, customer satisfaction DOI: 10.7176/JTHS/47-05 Publication date: February 29 th 2020

Investigating the effect of perceived quality of self-service banking on customer satisfaction

PurposeThis study aims to measure the effect of customers’ technology readiness and the quality of electronic services on customer satisfaction.Design/methodology/approachThe statistical sample included 410 respondents from 24 branches of a private bank. The sampling method was questionnaire. Because of the structural and organizational similarity of private banks and the elimination of nuisance variables, a bank with the most branches and customers has been selected. To test the model, equation modeling was performed to test the hypotheses. Data were collected through a self-developed structured questionnaire, which served as the measurement tool as well.FindingsThe results of the study showed that technology readiness has a significant and positive effect on customer satisfaction through the quality of self-service. Moreover, the intermediate role of perceived value in this regard was confirmed; however, the role of trust was not confirmed.Originality/valuePrevious studies have considered technology readiness as an effective factor in the quality of self-service and customer satisfaction. In this study, apart from quality of service in self-service banking and customer satisfaction, two variables of trust and perceived value have been investigated. An attempt has also been made to address some questions, including “what the effect of customer technology readiness on perceived value of self-services as well as customer satisfaction is?” and “how it is possible to improve self-service quality in modern banking based on customer expectations?” or “what effects variables such as trust and perceived value have on customer satisfaction?” Having a glance at the studies done before, it can be understood that so far, there has been no study done using a mixture of these variables, yet societies’ demands for self-service operations grow day by day. It is, therefore, mandatory to study the prerequisites associated with any actions before one is taken. The paper contributes in the following way: trust and perceived value are added to the the study because of their role in customer satisfaction. In addition, for the first time, variables have been studied, which had never been under focus in any studies in developing countries before.

Mediating Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty

This study will investigate and explore between independent variables, and dependent variable which consist of several factors that influence burger’s quality in Selangor, Malaysia which affect customer’s satisfaction. The research explain the relationship based on demographics of customers through their loyalty towards customer satisfaction. The findings for demographic factors indicate that there is significant difference in customer loyalty. The increase perception on age of customer will influence positively to customer loyalty which in turn enhances the satisfaction of the customers. How to Cite this Article Pubmed Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty SRP. 2020; 11(1): 1170-1176. doi:10.5530/srp.2020.1.145 Web Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty http://www.sysrevpharm.org/?mno=128628 [Access: March 30, 2021]. doi:10.5530/srp.2020.1.145 AMA (American Medical Association) Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty SRP. 2020; 11(1): 1170-1176. doi:10.5530/srp.2020.1.145 Vancouver/ICMJE Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty SRP. (2020), [cited March 30, 2021]; 11(1): 1170-1176. doi:10.5530/srp.2020.1.145 Harvard Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri (2020) Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty SRP, 11 (1), 1170-1176. doi:10.5530/srp.2020.1.145 Turabian Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. 2020. Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty Systematic Reviews in Pharmacy, 11 (1), 1170-1176. doi:10.5530/srp.2020.1.145 Chicago Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Mediating Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty . Systematic Reviews in Pharmacy 11 (2020), 1170-1176. doi:10.5530/srp.2020.1.145 MLA (The Modern Language Association) Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri. Mediating Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty . Systematic Reviews in Pharmacy 11.1 (2020), 1170-1176. Print. doi:10.5530/srp.2020.1.145 APA (American Psychological Association) Style IA Ariffin, Junainah Abd Hamid, Shakeerah Mohd Shukri (2020) Role of Customer Satisfaction on the Relationship of Demographic Factors and Customer Loyalty Systematic Reviews in Pharmacy, 11 (1), 1170-1176. doi:10.5530/srp.2020.1.145

Online Experience in Last-Mile Delivery and Future Purchase Intentions in Pakistan: The Role of Customer Satisfaction

In the new market environment, customer experience has become a source of competitive advantage. The purpose of this paper is to understand the role of post-purchase logistic services on customer satisfaction and future purchase decision in Pakistan. For this, we modified the Cao et. al. (2018) model and established the empirical validity of Pakistani customers. We proposed that customers’ overall online experience affects the customers' perception of logistical services of last-mile delivery. They included Availability of Final Delivery Facilities (AFDF), Return (R), Shipping (S), and Tracking (T). These logistic services would enhance customer satisfaction (CS), which would in turn affect Future Purchase Intention (FPI). Using a validated survey instrument, 200 respondents in Karachi are collected who do online shopping. The research model is analyzed using confirmatory factor analysis and structural equation modeling. The structural equation analysis of the study found that online experiences positively affect all four logistic experiences, each of these four has a significant positive effect on customer satisfaction, and onwards to future purchase intention. Hence, the positive effect of online experience on FPI is positively mediated by R, S, T, and AFDF, in the first order, then by CS in the second order. Hence, the understanding of last-mile delivery enhances the relationship here between perception and the efficiency of the customer's online shopping experience as well as the satisfaction of customers. Technology has provided a greater degree of importance to the end-user sector for transportation carriers.

Banking Service and Customer Satisfaction in Commercial Banks: Nepalese Perspective

The banking sector has become competitive significantly like other service-oriented businesses. Banks are continuously looking for ways to enhance their service and trying to distinguish themselves from competitors. As the quality of service has attracted the major attention of bankers over the recent years understanding its role in customer satisfaction, this study focused on this aspect. Bank is financial intermediary accepting deposits and granting loans (Singh H. B, 2005). It offers the widest menu of financial services to its customers (Singh, 2005). In the contemporary context, the Nepalese banking industry has played a significant role in the development of the economy. Banks of Nepal have adopted liberal policy and have established a strong foundation through quality services (Gautam, 2016). The growing competition in the banking sector has made it essential for bank management to understand customers’ wishes regarding the service quality offered by banks to enhance customer satisfaction and optimize the profitability of banks. In this regard, this study explores to answer the following question; what are the customers’ views and demand on the banking service offered by commercial banks in Nepal? The study identified the possible expectations that customers have on the quality of banking service. The study adopted a descriptive design with population of interested customers of commercial banks in Kathmandu, the capital of Nepal. Questionnaires were administered to customers from a total of 28 commercial banks located within Kathmandu valley. The findings from the study established a positive relationship between service quality and customer satisfaction in Nepalese commercial banks. The conclusion from this study is that customer satisfaction can lead to customer retention in commercial banks. Recommendations based on the findings will help to enhance the satisfaction and retention of customers if they are implemented in the Nepalese banks.

The Impact of Customer Relationship Management on Customer Loyalty via the Mediating Role of Customer Satisfaction: An Empirical Study on Private Kuwaiti Fitness Gyms

The Impact of Customer Relationship Management on Customer Loyalty via the Mediating Role of Customer Satisfaction: An Empirical Study on Private Kuwaiti Fitness Gyms

The Effect of Trust, Comitment, and SalesPerson Ethical Behavior on Customer Retention: The Mediating Role of Customer Satisfaction: Banking Industry of Thailand

The basic purpose to conduct the current research is to find out the impact of sales person ethical behavior, COmitment and trust on customer retention. Moreover, in present studt customer satisfaction is examines as mediator whereas word of mouth as moderatoreThe study is of the view that for the growth and sustainability of organization, satisfaction of customers is very important and a key the better performance of organizations is linked with the satisfaction of the customers. For the organizations to stay alive, it is key that they keep their customers satisfied. The sample technique was cluster sampling used in the survey research. The information is collected from people regarding a specific issue or topic in the survey research method. Questionnaires were distributed through emails among the customers of Thailand Banks. This requires less cost and time and can cover a large geographical region. For the analysis purpose, SEM-PLS is used to conduct the analysis of the variables and test the hypothesis. Whereas, the results of the study has supported the hypothesis. The findings have revealed the fact that positive word of mouth plays a critical role among customers to use the services of the service provider again. Moreover, trust is a significant factor in developing positive image and satisfaction among customers.

A Multi-Criteria Decision-Making Approach for Woven Fabric Selection and Grading for Ladies Summer Apparel

ABSTRACT In the garment industry, selection of the most appropriate fabric for apparel manufacturing plays a vital role in customer satisfaction. Identification of the best fabric from a set of available options in the presence of conflicting selection criteria is often a quite challenging multi-criteria decision-making problem. In this study, analytic hierarchy process (AHP) and Preference Ranking Organization Method for Enrichment Evaluation (PROMETHEE) are used to solve fabric selection problem for apparel manufacturing. The AHP identifies relative weights of the selection criteria, whereas the PROMETHEE II method ranks the alternative fabrics based on their net outranking flows. The ranking of cotton fabrics based on multiple decision criteria of different weights is successfully achieved using combined AHP and PROMETHEE approach, which is applicable to selection of textile raw materials at any stage of the value chain. AHP and Visual PROMETHEE approach are integrated to provide a holistic methodology for fabric ranking and selection in the light of multiple selection criteria.

Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator

The purpose of this study is to analyze the influence of several antecedents of customer satisfaction in the online shopping industry, namely site design, time savings, product variation, and shipping performance, and its consequence on customer satisfaction and word of mouth. This study uses purposive sampling with repeat buyer criteria. 100 samples qualify and deserve to be tested after testing their validity and reliability. The results showed that site design, time savings, and delivery performance significantly affected customer satisfaction. Meanwhile, site design, time savings, and product variations affect word of mouth. In addition, the results also confirm the hidden role of customer satisfaction as a partial mediating variable. Thus, the market must increase the availability of products and services to increase customer satisfaction in order to increase word of mouth activities.

PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN KFC DI KOTA DENPASAR

The purpose of this study was to determine the effect of the role of customer satisfaction in mediating the effect of product quality on customer loyalty. This study located in Denpasar City involved 100 respondents who had consumed KFC more than once with the purposive sampling method, collected through a questionnaire using descriptive statistical analysis techniques and path analysis and sobel test. Based on the results of the analysis it was found that product quality had a significant positive effect on customer satisfaction. The higher the quality provided, the higher the level of satisfaction felt. Product quality has a significant positive effect on customer loyalty. The higher the quality of the product, the higher the level of customer loyalty for a product. Customer satisfaction has a significant positive effect on customer loyalty. The higher the level of customer satisfaction, the higher the level of customer loyalty to the product provided. Customer satisfaction is able to mediate the influence of product quality on customer loyalty. The role of mediation owned by customer satisfaction indirectly affects product quality towards customer loyalty.
 Keywords: product quality, customer satisfaction, customer loyalty

The role of customer satisfaction on the effect of service quality and corporate image on customer loyalty

This study tested and analyzed the effect of service quality and corporate image on customer loyalty by mediating customer satisfaction with customers of PT. Bank Rakyat Indonesia (Persero) Tbk. Bondowoso branch. The sample used in this study amounted to 172 respondents with a sampling technique that is purposive sampling. The data analysis used in this study is partial least square with the help of smartpls 3.0 software. The results of this study indicate that all direct influences on each pathway are significant. Customer satisfaction acts as a partial mediation on the effect of service quality and corporate image on customer loyalty.

PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN

Nitya Home Stay is one of the lodgings that have nuances of villas on Nusa Lembongan Island, Nusa Penida, Klungkung, Bali. Nitya Home Stay has many competitors who are in Nusa Lembongan. The many inns that exist on Nusa Lembongan make competition so tight. Every company competes to provide the best offer in order to attract customers from competitors. In order to survive in the increasingly fierce competition, Nitya Home Stay must be able to provide maximum service quality so that customers feel satisfied and will have an impact on customer loyalty. This study aims to determine the role of customer satisfaction in mediating service quality to customer loyalty. This research was conducted in Nusa Lembongan, using 125 respondents. This study uses data analysis techniques in the form of Path Analysis. The results of this study indicate that service quality has a positive and significant effect on customer customer satisfaction and loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction is positively and significantly mediates service quality towards customer loyalty. Nitya Home Stay needs to continue to improve the quality of service so that customers feel satisfied so as to create customer loyalty.
 Keywords: service quality, customer satisfaction, customer loyalty

The Mediating Role of Customer Satisfaction in the Relationship Between Atmospherics on Customer Behaviour: Stimulus Organism Response Model Approach in the Spa Industry of Thailand

The main purpose of the current study is to examine customer satisfaction, atmospheric and customer behaviour using SOR model. In addition to that, the study has examined the mediating role of customer satisfaction in the relationship between Atmospherics on Customer Behaviour. In recent Past, the main focus for the organizations was to identify the factors that can help in enhancing the loyalty of the customers. Additionally, their focus is also on delivering superior services by which they can keep the customers loyal. The study is of the view that the organizationsmake these efforts with desires to keep these customers retain, which will help them in increasing the profits and revenues. However, the current study has filled this gap. However, this study is among the pioneering studies on this issue Employing the survey-based methodology; the SEM-PLS technique is used to test the hypothesized relationships. So, the current study has used SEM-PLS as a statistical tool to answer the research questions raised in this study and research objectives envisaged in the current study. The data is collected from the SPA customers in Thailand. The findings of the study have provided support to the theoretical foundation and the proposed hypothesis of the current study. The current study will be helpful for policymakers and practitioners in understanding the issues work customer satisfaction, atmospheric and customer behaviour using SOR model. In author knowledge, this is among very few pioneering studies on this issue.

Sensory Marketing Cues and Behavioural Intention: An Application of Stimulus Organism Response Model in the Hospitality Industry of Thailand

The main focus of the current study is to investigate the impact of sensory marketing cues, namely visual cues sound cues, and smell cues on the behavioural intentions. The second focus of the study is to investigate the mediating role of customer satisfaction in the relationship between sensory marketing cues and behavioural intentions. Lastly, the moderating role of trust in the relationship between customer satisfaction and behavioural intentions. This study is among the pioneering studies on this issue Employing the survey-based methodology; the SEM-PLS technique is used to test the hypothesized relationships. So, the current study has used SEM-PLS as a statistical tool to answer the research questions raised in this study and research objectives envisaged in the current study. The findings of the study have provided support to the theoretical foundation and the proposed hypothesis of the current study. The data is collected from the internal tourist in Thailand. According to the findings of the study, feelings have an effect on various marketing parameters like selection priority of store, store files, satisfaction from product, service and shopping, need based shopping, pleasure-based shopping, time spent in store and decision-making style of the customer. Moreover, customers preferred to use the products based on their feelings, mental satisfaction and emotions related to the product.

Understanding the customer experience-loyalty link: A moderated mediation model

Multiple studies have focused on Customer Experience and its relationship with Customer Loyalty. Despite such attention, two research gaps are still open with reference to the Experience-Loyalty link: the mediating role of Customer Satisfaction and the moderating role of consumer characteristics. This study employs a moderated mediation analysis of the relationship between Customer Experience and CustomerLoyalty by including Customer Satisfaction as a mediator and Shopping Enjoyment as a moderator. An online survey on almost three thousand consumers is run with reference to grocery retailing. Results show the role of Customer Satisfaction as a mediator. Shopping Enjoyment interacts with the Negative Affective Customer Experience dimension in its relationship with Customer Satisfaction.

The Impact of Service Quality, Company Image and Switching Barrier on Customer Retention: Mediating Role of Customer Satisfaction

A conceptual outline is offered that explore the consequences of service quality, company image, switching barriers on customer retention mediated by customer satisfaction at LB-LIA Banjarmasin. To test the framework, structural equation modelling technique is applied to data gathered from 141 students in this informal education institution. The results revealed that service quality has substantial effect on customer satisfaction and customer retention, corporate image has an effect on customer satisfaction while switching barriers do not significantly influence customer satisfaction or customer retention and lastly customer satisfaction has a major effect on customer retention. It is recommended that service quality, corporate image and customer satisfaction be maintained and switching barrier needs to be improved.

Does Customer Satisfaction Really Lead Company to Financial Success? A Review and Meta-analysis

All the theories about market and marketing research, customer relationship management, and business in general, believe that customer satisfaction is one of the main factors for company financial success. However, a survey on 64 studies shows a wide variation of the correlation between customer satisfaction and financial performance. The correlation coefficients are varied from -0.256 to 0.899. This study applies a meta-analysis on those 64 studies’ findings to find the true correlation between customer satisfaction and financial performance. The analysis clusters the 64 studies based on year of research, business category observed, and geographical area of research. The result shows that the correlation between customer satisfaction and financial performance is relatively high (0.525) before 1990, becomes confusing (not-significantly correlated) in 1991-2000, increases (0.626) in 2001-2010, and decreases (0.595) after 2011. Based on business category, the two variables are not significantly correlated both in manufacturing industries and in service industries. The two variables are significantly correlated according to the studies conducted in Europe region (0.566) and Asia-Africa (0.657), but could not to be proven significantly correlated in USA region. The insights from the meta-analysis findings are: (1) the customer satisfaction role is change by time as well as the changes of industry environment, so that research on customer satisfaction will always be beneficial; (2) in individualist society like USA, further researches on customer behavior and culture are required to find more clear explanation about the role of customer satisfaction as well as other financial success factors, on the company performance.

Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry

Generally, the current scenario in the hyperactive corporate world, and specifically in the telecom sector, renders companies to compete concurrently on two fronts: Expansion of their customer base and the retention of their current customers. In order to explore and examine the latter concept, the current study hypothesizes the effects of sustainable service quality on customer loyalty with a mediating role of customer satisfaction conceptualized through the reciprocity theory. The study also considers the suggested moderating role of switching cost by theorizing the Apostle model. Pertinently, the satisfied customer may not be loyal if the switching cost is low, since the dynamics of the switching cost provide a useful insight into the phenomenon of retaining the customers through customer satisfaction. The research opts for explanatory study where data were conveniently collected. The study has used the PROCESS macro model 4 and 14 to analyze the data. Findings reveal that the role of customer satisfaction is significant but the effect of the switching cost was considered to be insignificant, elucidating that a satisfied customer will remain loyal even if the switching cost is low. It means that sustaining service quality longitudinally did not affect customer loyalty in the presence of a low switching cost. With a view to complement the study, managerial implications of a switching cost have also been discussed.

PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PT. HONDA DENPASAR AGUNG

The purpose of this study is to examine the role of customer satisfaction in mediating the effect of service quality on customer loyalty at PT. Honda Denpasar Agung Indah Motor in Bali. Research respondents were company customers with a minimum age of 17 years and had purchased a Honda car unit at a PT dealer. Honda Denpasar Agung Indah Motor. The number of research respondents was set at 110 respondents using the sampling technique that was purposive sampling. Data was collected through questionnaires. The data analysis technique used is the path analysis technique and the sobel test. The results showed that service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty at PT. Honda Denpasar Agung Indah Motor.
 
 Key words : service quality, customer satisfaction, customer loyalty.

Does price tolerance depend upon the type of product in e-retailing? Role of customer satisfaction, trust, loyalty, and perceived value

ABSTRACT With the vast amount of information available to online shoppers at a simple click of mouse and touch in smartphones, the price comparison has become a very easy task. However, it has also increased the difficulty of online retailers to attract and retain price-sensitive buyers. This research looks into factors that influence price tolerance of buyers while buying different categories of products online. This study uses the analytic hierarchy process to determine the weightages of all the influencing factors and then determine their relative importance for next-stage survey. This study found that impact of customer satisfaction, trust, loyalty, and perceived value on price tolerance varied according to the nature of products. These results show that the buyers are more price tolerant to foreign-owned e-retailers for buying electronic goods in comparison to Indian start-up e-retailers, probably because of belief in standards. The study has implications for the managers, as it finds that trust and loyalty are more important factors than customer satisfaction and perceived value for e-retailing. Also, the trust and satisfaction are quite significant factors for e-retailing electric items in comparison to nonelectric items.