Role Of Customer Satisfaction Research Articles

Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Kepuasan Pelanggan Pada Laboratorium Klinik Kimia Farma Bengkulu

The purpose of this study was to determine the effect of service quality and brand image on customer satisfaction at the Kimia Farma Bengkulu Clinical Laboratory and researches used research with quantitative descriptive methods. Quantitative research is research that describes and explains phenomena that occur in the field by perfoming statistical calculations.service quality and company brand image are one of the success factors of a company in maintaining customer satisfaction. Cuscomers at Kimia Farma Bengkulu Clinical Laboratory in the results of this study showed that together (simultaneously) revealed service quality and brand image had a very positive and significant effect on customer satisfaction at the Kimia Farma Bengkulu Clinical Laboratory. With this the authors concluded that services quality and brand image plays an important role in customer satisfaction. This is indicated by the probability value (sig) 0.000 <alpha 0.05 including the test criteria Ha is accepted and Ho is rejected.

The Role of Customer Satisfaction between Service Quality in Food and Beverage Industry, and Brand Loyalty and Brand Image

Hizmet kalitesi literatüründe; hizmet kalitesi, marka sadakati, marka imajı ve müşteri memnuniyeti arasındaki ilişkileri bir arada inceleyen sınırlı ampirik çalışma bulunmaktadır. Diğer taraftan gelişen refah düzeyine bağlı olarak yiyecek hizmet sektöründe yaşanan hızlı büyüme sektörde çok yoğun bir rekabeti de beraberinde getirmiştir. Sektöre yönelik yapılan literatür araştırması bu dört yapı arasındaki ilişkide müşteri memnuniyetinin köprü rolü oynadığını göstermektedir. Bu çalışmada yiyecek içecek hizmet kalitesi ile marka sadakati ve marka imajı arasındaki ilişkide müşteri memnuniyetinin rolü araştırılmaktadır. Araştırma yiyecek içecek hizmeti sunan bir uluslararası franchise firmanın müşterileri üzerinde yapılmıştır. Veriler kolayda örnekleme yöntemiyle anket tekniği kullanılarak toplanmıştır. Bu amaçla literatürle uyumlu bir yapısal eşitlik modeli (YEM) kurulmuştur. Veriler Kısmi En Küçük Kareler-Yapısal Eşitlik Modeli (KEKK-YEM) yöntemiyle analiz edilmiştir. Bulgular yiyecek içecek sektöründe hizmet kalitesi ile marka sadakati ve marka imajı arasındaki ilişkide müşteri memnuniyetinin dolaylı ve anlamlı güçlü bir etkisi olduğunu göstermektedir. Sonuç olarak rekabetin çok yoğun yaşandığı hizmet sektöründe varlığını ve kârlılığını devam ettirmek isteyen işletmelerin müşteri memnuniyeti üzerine odaklanmaları gerektiği görülmüştür.

Customer satisfaction as a mediator of service facility and word of mouth in higher learning institutions

PurposeHigher learning institutions (HLIs) need to have quality service facilities to achieve customer satisfaction and positive word of mouth (WoM). The purpose of this study is to assess customer satisfaction as a mediator of service facility and WoM in the context of Tanzania's HLIs.Design/methodology/approachA mixed-methods approach was used to achieve the study objectives. Stratified and simple random sampling techniques were adopted to obtain the names of 201 students in HLIs in Tanzania. Confirmatory factor analysis (CFA) and structural equation modelling (SEM) were used to test the hypotheses.FindingsThe findings show that service facility is significantly associated with both WoM and customer satisfaction, while the relationship between customer satisfaction and WoM is significant. The study also found that customer satisfaction mediates the relationship between service facility and WoM.Practical implicationsThe practitioners of HLIs can invest in improving service facility. Service quality is an important component that impacts WoM in HLIs. This is the most important element that impacts students' satisfaction and WoM in HLIs more than any other element of service quality.Originality/valueThis paper adds to the body of knowledge on the role of customer satisfaction in mediating the relationship between service facility and WoM in the context of Tanzania's HLIs. This study also presents a methodological contribution for a better understanding of the predictors of customer satisfaction in HLIs from the students' point of view.

Pricing strategy and marketing distribution channels on customer satisfaction and purchasing decision for green products

This paper aims to investigate the impact of pricing strategy and distribution channels on the decision-making process of customers when purchasing green products. The focus is on the satisfaction of customers who purchase these products. The study is conducted on the population of all customers who purchase green products from small and medium-sized enterprises (SMEs). The sample size is determined using a formula that considers the number of variables or indicators. The study uses Partial Least Squares Structural Equation Modelling (PLS-SEM), which is a method used to test variants-based structural equation models with the support of SmartPLS software. The results show that all seven hypotheses are supported, indicating that pricing strategy and distribution channels play a critical role in customer satisfaction and decision-making processes when purchasing green products. The results have implications for SMEs that sell green products as they need to focus on their pricing strategies and distribution channels to increase customer satisfaction and decision-making. This study provides essential insights into the impact of pricing strategy and distribution channels on customer satisfaction and decision-making when purchasing green products. The findings can guide SMEs in developing effective marketing strategies to persuade more customers to purchase green products and contribute to environmental sustainability.

Car lubricant brands switching behaviour in Malaysia: the role of customer satisfaction as mediator

Car lubricant brands switching behaviour in Malaysia: the role of customer satisfaction as mediator

CSR orientation and firm performance in the Middle Eastern and African B2B markets: The role of customer satisfaction and customer loyalty

Ample body of evidence suggests the presence of a direct relationship between corporate social responsibility (CSR) orientation and firm performance. However, this finding seems spurious and imprecise, likely due to missing intervening factors that mediate this relationship. This gap in pertinent literature has motivated the present study, as a part of which customer satisfaction and customer loyalty were examined as two probable mediators in the relationship between CSR orientation and firm performance. The findings yielded by surveying the representatives of 326 Saudi Arabian businesses that have extensive business-to-business (B2B) operations across the Middle East and African (MEA) markets revealed that the link between CSR and firm performance is a fully mediated relationship. We found that firms' pursuit of CSR orientation positively affects firm performance, which is sequentially mediated by customer satisfaction and customer loyalty. These findings suggest a role CSR orientation plays in indirectly promoting firm performance by enhancing customer satisfaction as well as customer loyalty. Therefore, as business and society are two intertwined, mutually interdependent entities, business owners are responsible for all stakeholders (e.g., employees, customers, suppliers, and community), and this stakeholder-driven CSR orientation leads to sustainable firm performance.

THE MEDIATING ROLE OF PERCEIVED VALUE BETWEEN PRODUCT DESCRIPTION AND REPURCHASE INTENTION

This study investigates and explains the perspective of customer behavior based on the effect of the product description causality on repurchase intention mediated by perceived value for customers who shop online through e-commerce platforms. The quantitative approach used in this research is through “the distribution of designed questionnaires to 228 respondents with the criteria of respondents having made purchases on the e-commerce platform. We also analyzed the data using a partial least square which tests the hypothesis and produces an inner model Based on the results it shows that the product description has a positive and significant effect on cognitive and affective online customer experience and perceived value. Additionally, the two dimensions of online customer experience also show positive and significant results on perceived value. The mediating role of perceived value on customer satisfaction and repurchase intention also shows the same. This is a novelty of this research, which is an important part of providing customer satisfaction so that they are interested in repurchasing. The implications of the results of this study can be seen that perceived value plays an important role in controlling customer behavior. This study suggests that online shoppers to pay attention to product descriptions on e-commerce platforms and provide adequate service values to maintain customer satisfaction and loyalty. This study integrates several variables related to customer behavior, namely, product description as an initial influence in deciding to buy a product and perceived value that plays a central role in customer satisfaction and repurchase intention. Therefore, future research can add other variables to be developed to increase satisfaction and repurchase.

The effect of mobile banking e-service on positive word-of-mouth marketing and customers: a case study of South Kalimantan Bank in Indonesia

Various studies on bank customers’ perception of e-service quality are widely done in conventional banks or private banks. However, hardly any study sheds light on the baby boomers and X generation customers on how their perceptions of e-service quality and satisfaction affect positive word-of-mouth (WOM) in a regional government-owned bank. This study aims to analyze the effect of South Kalimantan Bank (SKB) mobile banking e-service on positive WOM and old SKB customers and the role of customer satisfaction in intervening in the influence of e-service quality on WOM. This study used a structured, self-administered questionnaire based on a convenience sampling method to collect data from 97 customers of an Indonesian regional bank. The study data were analyzed using Partial Least Square (PLS). The structural equation modelling (SEM) analysis looked for essential relationships between the variables in the study. The structural findings showed that e-service quality has no direct effect on positive WOM, but e-service quality affects positive WOM through customer satisfaction. The study’s key findings found that although older customers want convenience in mobile banking transactions, they still put security as the main factor. Therefore, it is recommended that banks focus more on user-friendly mobile features than complex features, primarily when serving older customers.

A Conceptual Model of Factors Influencing Customer Relationship Management in Global Software Development: A Client Perspective

The software development industry or organizations increasingly emerging day by day have adopted global software development (GSD) practices due to the large significance of outsourcing. These industries face many challenges due to a lack of understanding customer perspective in the GSD environment. For any organization, the customer is the major stakeholder, and customer relationship management (CRM) plays a vital role in customer satisfaction with software development projects. These challenges create serious risks for any software development project’s success. Thus, CRM is a crucial challenge in the success of software projects in the GSD environment. This research study aims to address the factors that negatively influence CRM implementation in the global context and proposes a conceptual model based on the identified factors for enhancing software product quality. The systematic literature review (SLR) phase investigates the potential barriers to CRM implementation in GSD. Based on identified barriers, an initial conceptual model is developed. The proposed conceptual model is validated using a questionnaire survey of the GSD industry and CRM practitioners of Pakistan. Statistical analysis and several suitable tests are also performed to develop the final conceptual model for CRM implementation in the GSD environment. This research is performed from the client’s perspective. The results are promising and accommodating to avoid any software project failure due to customer-related issues in a GSD environment.

The Role of Customer Satisfaction as a Mediator of Service Quality and Purchase Intentions in E-Commerce in Indonesia

Purpose –The purpose of this research is to see how the quality of an online store's website affects consumer satisfaction, repurchase intention, and consumer satisfaction as a mediating of consumer repurchase interest. Methodology/approach –This study was done in June 2021 in Tarakan, with a sample of 110 participants who had made transactions utilizing an online store application. An online survey on a Likert scale of 1 to 5 was used to collect data. In this work, path analysis was used as an analytical technique (path analysis). Findings –Service quality has a substantial positive effect on customer satisfaction, service quality has a significant positive effect on repurchase interest, and customer satisfaction has a significant positive effect on repurchase interest, according to the findings of the study. Novelty/value –Service quality plays a very significant role in e-commerce.

Efek kualitas layanan pada loyalitas pelanggan: peran mediasi kepuasan pelanggan

The aim of the study was to investigate the effect of service quality on customer loyalty in Food and Beverages during the Covid-19 pandemic, and to examine the mediating role of customer satisfaction. This research is a survey research with a quantitative approach, conducted on 110 people of Food and Beverage MaxOne Ascent Hotel Malang customers using the accidental sampling method. Data were collected using a questionnaire and analyzed by Path Analysis. Using a quantitative research approach with a survey method, it was carried out on 110 people of Food and Beverage MaxOne Ascent Hotel Malang customers using the accidental sampling method. Data were collected using a questionnaire and analyzed by Path Analysis. The results of this study indicate the positive effect of service quality to increase customer loyalty, service quality will also increase customer satisfaction, and its impact on customer loyalty. Quality service is an important factor to create customer satisfaction and ultimately encouraging the realization of customer loyalty. Future research needs to consider experiential marketing as a determinant of customer satisfaction with services

Quantifying the link between employee engagement, and customer satisfaction and retention in the car rental industry

In the retail service industry, employee engagement may play an important role in customer satisfaction and retention, as employees often interact directly with customers. This paper investigates the empirical link between employee engagement and customer satisfaction and retention by analyzing a unique data set from a large car rental company. Our analysis makes use of retirement-induced employee turnover as an exclusion restriction that is plausibly induced by employee age, thereby allowing for variation in employee engagement that is partially exogenous to common underlying factors that also impact customer satisfaction and retention. We show that there is a positive effect of employee engagement on customer satisfaction and retention. Further analysis of moderating effects highlight potential limits to employee engagement, as service disruptions in the form of car downgrades can dampen the positive effects of employee engagement. However, despite the dampened impact of employee engagement its overall effect remains positive indicating that employee engagement can be a key factor in building resilience to unforeseen service disruptions.

The Effect of Firm's Brand Reputation on Customer Loyalty and Customer Word of Mouth: The Mediating Role of Customer Satisfaction and Customer Trust

The purpose of this study is to explain the role of corporate brand reputation in building strong relationships with customers. This study aims to build and test a model that includes interrelationships among a corporate brand reputation and its possible consequences. A structured questionnaire was distributed to users of home appliances who are located in Egypt. Data were obtained from 357 respondents and were analyzed using statistical package for social science (SPSS) version.16 and analysis of moment structure package (AMOS) version.18.The results indicated that a firm's brand reputation has a significant impact on customer satisfaction which has a significant effect on customer trust and both customer satisfaction and customer trust have a significant effect on customer loyalty. The results of this research can be generalized to other industries and other countries. Firms can have a good reputation by offering high-quality and innovative products to the customers and considering the criteria that the customers use to evaluate home appliances before purchasing. This study is one of the few studies that investigate the interrelationships among a corporate brand reputation and its possible consequences. This study helps firms' managers to know how to create a positive corporate brand reputation and gain its benefits.    

The Effect of Service Quality And Customer Value on Customer Satisfaction at Celebrity Fitness Margo City

This research is aimed at analyzing the effect of both service quality and customer value towards customers’ contentment at Celebrity Fitness Margo City. The customers who are members of Celebrity Fitness Margo City are chosen as the object of this research. There were 75 respondents chosen by employing a quantitative descriptive method, thus, size were determined through incidental sampling technique due to certain considerations. The data was collected under a survey methods, by spreading questionnaires as the research instrument. Structural Equation Model with Smart-PLS analysis equipment is applied as an approach in this study. This study result shows that Service Quality owns a positive and crucial impact on Customer Contentment at Celebrity Fitness Margo City. In addition, the Customer Value performed a positive and significant effect towards Customer Contentment at Celebrity Fitness Margo City. On that account, it come to an end that both service quality and customer values play an important role in customer satisfaction, as the improvement in these both categories automatically increase the level these two key roles from the customer perspective. Keywords: service quality, customer value, customer satisfaction, SEM, celebrity fitness

The Influences of Services Marketing Mix (7ps) on Loyalty, Intentions, and Profitability in the Egyptian Travel Agencies: The Mediating Role of Customer Satisfaction

ABSTRACT Services marketing mix (7Ps) has a significant role in promoting customer’s satisfaction and loyalty. The present study, using structural equation modeling WarpPLS version (7) is used, aims at investigating the influences of (7Ps) on tourist’s loyalty. In addition, it measures the mediator effect of tourist’s satisfaction, consumer purchase intentions, and company profitability. Findings revealed that all dimensions have positively affected tourist’s satisfaction directly, and tourist’s loyalty indirectly. Consumer purchase intentions and company profitability are partial mediators between tourist’s satisfaction and tourist’s loyalty. The present study provides a deep understanding of services marketing mix strategies that stay needed for keeping a long-term link between managers of travel services and tourists. Several implications for travel agencies managers were suggested to achieve customer loyalty and consequently guarantee their company profitability.

Integration of the Theory of Reasoned Action (TRA) on Hotel Room Repurchase Intention using Online Hotel Room Booking Applications

Objective: The business-to-consumer (B2C) e-commerce or online shopping market is growing rapidly and has become one of the most exciting developments in e-commerce. The purpose of this study is to examine the effect of perceived ease of use, service quality, customer trust on the mediating role of customer satisfaction on perceived ease of use of online hotel room booking applications on repurchase intention. Design/Methods/Approach: The research sample size is 183 respondents who used the RedDoorz application at Indonesian hotel locations. Data are collected by distributing online questionnaires using a Likert scale point 1 to 5. The data analysis technique is carried out using the Structural Equation Modeling (SEM) method. Findings: The results of this study indicate that customer satisfaction as a mediator has a positive but not significant effect on service quality. The results of this study also show that partial customer satisfaction has a significant influence on the repurchase intention. Originality: This study shows that the use of theory of reasoned action to explain the customer satisfaction variable as a mediation can be done by predicting the repurchase intention of consumers in online hotel room booking applications. Practical/Policy implication: The managerial implications of this research can be considered for business stakeholders to ensure service quality, user convenience, and customer trust so that customers feel satisfied and can order again.

Mediating Role of Customer Satisfaction between Website Quality, Perceived Convenience and Online Purchase Intention

Maintaining a successful retail business requires ability to attract and retain customers in an online world. Despite the fact that purchasing intention has been highlighted as a key element influencing website quality, perceived convenience, and customer satisfaction, few studies have looked into how initial purchase intention influences ongoing purchase intention. We intended to dig deeper into the link between website quality, perceived convenience, and purchase intention categories mediated by consumer satisfaction. We develop questionnaires and e-retail businesses to help us conduct surveys. Questionnaires were distributed to Generation Y in two cities in Saudi Arabia. Our findings show that website quality and perceived convenience have a beneficial impact on purchase intention. Websites should consider paying more attention to website quality elements like responsiveness, usability, reliability, usability, and website content, as well as services supplied like personalization, user feedback and ratings, good for users, and complaint monitoring. The findings of this study add to earlier research on online ease and assist researchers better understand what aspects influence consumer satisfaction and behavioural intention.

The relationships between the satisfaction, value for money and repurchase intent constructs in the context of wine tasting room

ABSTRACT This study aims to examine the relationships customer centric measures in wine tasting rooms. Furthermore, moderating role of customer satisfaction in value for money and repurchase intent relationship was examined.The data were collected in wineries in British Columbia, Canada. Analysis was conducted using the partial least squares structural equation modelling (PLS-SEM). In order to test the moderating role of satisfaction, the respondents were divided into two groups of unsatisfied and satisfied customers. The multi-group analysis of PLS-SEM was used to detect possible heterogeneity.The findings show that there is a significant relationship between value for money and repurchase intent. A significant relationship between value for money and repurchase intent was also detected, when satisfaction as a dichotomous variable was present in the model. A moderating role of satisfaction was discovered, where the strength of the relationship between value for money and repurchase intent appeared to decrease with higher levels of satisfaction.This study provides an overview in the triangle relationships between value for money, customer satisfaction and repurchase intent, and how the dichotomous satisfaction construct moderates the value for money and repurchase intent relationship. Surprisingly, the moderating impact was found to be negative and at the same time significant.

Quality Service, Customer Retention, and the mediating role of customer satisfaction on: an exploratory study in healthcare institutions in Mosul City

Quality Service, Customer Retention, and the mediating role of customer satisfaction on: an exploratory study in healthcare institutions in Mosul City

The Role of Customer Satisfaction as Mediating Variable on the Effect of Brand Image towards Coffee Shop Customer’s Repurchase Intention

This study aims to analyze the role of consumer satisfaction in mediating the effect of brand image on repurchase intention of Kopi Kulo customers in Denpasar, Bali, Indonesia with a sample of 100 people through purposive sampling. Data was collected using a questionnaire and then analyzed using path analysis. The results showed that brand image and consumer satisfaction had a positive and significant effect on repurchase intention, brand image had a positive and significant effect on consumer satisfaction, and consumer satisfaction partially mediated the relationship between brand image and repurchase intention.