Role Of Customer Satisfaction Research Articles

Building Brand Image and Loyalty: The Role of Customer Satisfaction and Engagement

This study aims to elucidate the link between brand image and customer loyalty, recognizing that customers are pivotal in securing a competitive advantage. It hypothesizes that a firm can foster customer loyalty by establishing and maintaining a favorable and positive brand image. Furthermore, this study investigates the mediating role of satisfaction and engagement in the link between brand image and loyalty. Data were gathered from patrons of Pakistan's fast-food business. Data was analyzed using SPSS. Our model is supported by the findings. Analyses of cross-sectional data from 317 customers shows that satisfaction and engagement mediate between brand image and consumer loyalty. Implications for managers are discussed, and future recommendations for research are provided.

A Study of Consumer Satisfaction Towards Online Grocery Stores

In recent years, the popularity of online grocery shopping has had a big impact on consumer behaviour. The purpose of this survey is to find out how satisfied customers are with online grocery stores. It seeks to comprehend the rationale for their adoption of online grocery shopping as well as pinpoint the critical elements impacting their level of happiness. The study looks into a number of factors that make an online grocery buying experience enjoyable. These elements probably consist of: Convenience: It's thought that two of the main factors influencing satisfaction are the simplicity of home delivery and the time-saving aspect of online grocery shopping. Product Selection and Quality: The range and calibre of goods that online grocery retailers provide is likely to have an impact on customers' happiness. Website functionality and user experience: It is anticipated that a user-friendly website with simple product search, checkout, and navigation will play a big role in customer satisfaction. Delivery Accuracy and Efficiency: Proper handling of perishables, precise order fulfilment, and timely delivery are critical factors that affect customer satisfaction. Customer service: A customer's pleasure with online shopping is likely to increase with prompt and friendly customer care.

NEXUS BETWEEN SERVICE QUALITY & CUSTOMER LOYALTY: MEDIATING ROLE OF CUSTOMER SATISFACTION IN BANKING SECTOR

In modern banking industry, for maintaining competitive edge, standing of customer loyalty has become paramount and indispensable. Due to fierce competition within banking sector, understanding and nurturing customer loyalty has appeared as a strategic imperative. This research investigates the service quality impact on customer satisfaction and effect of customer satisfaction on customer loyalty. It looks at the role of customer satisfaction as a mediator in relationship amid dependent and independent variables. In order to validate this link, data was collected from 250 customers across the five major banks operating in Nikpikhel, Swat. The results revealed a significant positive relationship amid two study variables. The mediation analysis reveals that customer satisfaction partially mediates relationship between the given variables. The findings of study highlight the critical importance of study factors which enhance customer loyalty in banking sector. The conclusion offers certain clues towards some recommendations to banking sector and customers concerning the issues under consideration in this study.

The Effect of Distribution and Promotion on Customer Satisfaction and the Impact on Customer Loyalty in the ProductNestle Indonesia in Aceh Besar

This research aims to see the Distribution and Promotion effect on Customer Satisfaction and its impact on Customer Loyalty of Nestle Indonesia company in Aceh Besar. The population was all customers of Nestle Indonesia in Aceh Besar Regency. Samples were determined based on Structural Equation Modeling (SEM) analysis using the formula 10 times the number of indicator variables, totaling 18 indicators used, totaling 180 samples. Data were processed using SEM. The results show that Distribution influences Customer Satisfaction, Promotion influences Customer Satisfaction, Distribution influences customer loyalty, Promotion influences Customer Loyalty, Customer Satisfaction influences Customer Loyalty, Customer Satisfaction mediates the Distribution effect on Customer Loyalty, and Customer Satisfaction mediates the Promotion effect on Customer Loyalty. These findings explain the presence of Distribution and Promotion variables which can have an impact on customer loyalty through customer satisfaction. Interestingly, partial mediation plays a role in customer satisfaction, so distribution and promotion can influence customer loyalty both directly and indirectly. This premise can be developed by adding new variables in further research.

The Role of Customer Satisfaction and Awareness as A Measure of Customer Loyalty- A Study on Select Banks

Purpose: The study wants to examine customer loyalty through customer satisfaction and awareness using developed constructs for select Nifty Banks. Theoretical framework: The theoretical framework for the study is to analyze customer loyalty through customer satisfaction and awareness using constructs of General Services (GS), Product Cognizance (PC), Technology Services (TS), and Social Responsibility (SR). Design/methodology/approach: The cluster sampling method was used to collect data from bank customers (n=360) using the self-administered questionnaire. The research used Partial Least Squares – Structural Equation Modelling (PLS-SEM) to test the hypothesis using SmartPLS 4. Findings: The result showed, that there is low customer satisfaction with Technology Services (TS) and that hypothesis was rejected. Research, Practical & Social implications: The study has provided recommendations for banks were discussed to pay more attention to customer fulfilment and awareness which convert satisfaction to customer delight. Originality/value: Due to market sustainability and dynamics, the Indian banking industry has undergone many major changes such as digital banking units (DBU), digital currencies, and social green initiatives. Bank has incorporated many advancements to overcome its rivals. So, the study wants to know the customers are aware of these changes among their banks and whether they are satisfied with products and services. Contribution/Originality: The study wants to rank the select banks of India based on the constructs built, which measure customer loyalty through customer satisfaction and awareness.

Analysis of Consumer Satisfaction with Digital Marketing and Service Quality

The purpose of this study was to determine the condition of the digital marketing variables, service quality and customer satisfaction at Brits Hotel Karawang KARAWANG. In addition, this study aims to determine how much influence digital marketing has on customer satisfaction, the effect of service quality on customer satisfaction, and the effect of digital marketing and service quality on customer satisfaction. This research is a sample study conducted by consumers as respondents in the study, to collect data using a questionnaire with a total of 100 respondents consisting of consumers and visitors to Café and Resto Karawang. The analysis method used is quantitative method with descriptive analysis and verification analysis. To process the data, the authors used the help of the Microsoft Excel 2016 program and SPSS 22 For Windows. The results of the research that has been done state that digital marketing is in the criteria quite well, service quality is in the criteria quite well and customer satisfaction is also in the criteria quite well. The T test results show that digital marketing partially affects customer satisfaction, service quality partially affects customer satisfaction. The results of the F test show that digital marketing and service quality simultaneously affect customer satisfaction. To get better customer satisfaction, Brits Hotel Karawang KARAWANG must pay more attention to digital marketing and service quality simultaneously. Because these two variables play an important role in customer satisfaction

Unleashing the Value of Repurchase Intentions of Customers: Undeniable Truth about a Journey of Continuous Growth for Firms

Purpose: Even though there is an immense level of research related to the impact of product quality and service quality on consumers’ purchase intentions the role of satisfaction as the mediator between perceived product qualities, affective commitment, and repurchase intentions has not been cross-examined in previous literature. To understand how this mediating mechanism affects repurchase intentions, we advanced a conceptual model.
 Design/Methodology/Approach: This study employed a quantitative research approach. Data were obtained using the convenience sampling method from a sample of 400 respondents. Statistical Package for the Social Sciences (SPSS) version 22.0 and Analysis of Moment Structure (AMOS) version 22.0 were used for the data analysis.
 Findings: Results show that the relationship between perceived product quality, affective commitment, and repurchase intentions is partially mediated by customers’ satisfaction.
 Implications/Originality/Value: understanding the underlying process of repurchase intentions of customers. The study is one of the exceptional efforts to provide evidence regarding the role of customer satisfaction as a mediating variable between independent and dependent variables.

Basics of brand building in the banking industry

This article explores the fundamentals of brand building in the banking industry, emphasizing the increasing importance of brand management in a globalized and competitive market. The study delves into the theoretical and practical aspects of brand formation, drawing on insights from scholars such as K. Keller, D. Aaker, and others. It highlights the role of relationship marketing strategies in cultivating customer loyalty and underscores the significance of employees in brand building, particularly in the retail banking sector.
 The research reveals that service quality is a critical factor influencing customer satisfaction and loyalty, with a specific focus on electronic banking services. It discusses the challenges in building and promoting bank brands, including attracting consumer attention, promoting recall, and creating lasting relationships. The article also addresses the evolving landscape of the banking sector, emphasizing the impact of technology integration and heightened competition.
 Corporate image and reputation emerge as key elements in ensuring sustainable business growth, with a positive image contributing to customer retention and loyalty. The study underscores the importance of factors such as reliability, quality, customer orientation, social responsibility, and ethical business conduct in shaping a bank's corporate reputation. Additionally, the article explores the complex nature of service branding in the financial sector, particularly in retail banking, and the challenges associated with valuation and risk assessment.
 The quality of services, especially in electronic banking, plays a crucial role in customer satisfaction, loyalty, and retention. The article highlights the significance of meeting customer expectations and the role of emotional associations in shaping perceptions of service quality. It discusses the impact of trust on customer behavioral intentions, emphasizing the importance of security and risk considerations in electronic banking services.
 In conclusion, the article provides insights into the multifaceted dynamics of brand building in the banking industry, shedding light on the interconnectedness of service quality, customer satisfaction, and brand loyalty.

The Role of Customer Satisfaction and Awareness as A Measure of Customer Loyalty- A Study on Select Banks

The Role of Customer Satisfaction and Awareness as A Measure of Customer Loyalty- A Study on Select Banks

Analyzing Online Reviews to Uncover Customer Satisfaction Factors in Indian Cultural Tourism Destinations.

Tourism to Indian heritage destinations has been on the rise due to the increasing demand for heritage tourism. Increasing customer satisfaction and promoting Indian culture require tourism businesses to understand factors influencing tourists' experiences and behavior towards these destinations. Therefore, this study analyzes four popular heritage tourist destinations in India by using online reviews collected from Google Travel. Data are refined, processed, and visualized using the R programming language and UCINET 6.0. Furthermore, we explore the fundamental framework and interconnections among these characteristics through the utilization of exploratory factor analysis and linear regression analysis with the assistance of the SPSS software package. Based on customer reviews obtained from Google Reviews, an analysis was conducted on 6618 reviews of four heritage tourism destinations in India. From the top 60 words, four clusters of words were created, including "Physical characteristic", "Cultural and historical link", "atmosphere", and "area". Through explanatory factor analysis and linear regression analysis, we found that Physical characteristic, Cultural and historical link, atmosphere, and area all play a significant role in customer satisfaction. This study provides heritage destination managers and Indian government with insights into which attributes impact customer satisfaction the most and offers valuable marketing insights. As a result of this study, we are able to gain a greater understanding of the Indian heritage tourism market, and in doing so, we provide businesses with implications on how to enhance customer service.

Commitment, trust, relative dependence, and customer loyalty in the B2B setting: the role of customer satisfaction

Purpose This study aims to explore the role customer satisfaction play in mediating the nexus between commitment, trust, relative dependence and customer loyalty from an emerging market context under a business-to-business (B2B) setting. Design/methodology/approach The study was a descriptive survey, and using convenience sampling technique, questionnaires were used to gather data from 356 businesses that were distributors of Guinness Ghana Company Limited. Partial least squares structural equation modeling was used to test the proposed hypotheses for this study, and macro-PROCESS was performed to test the mediating effect of customer satisfaction. Findings The findings show that relative dependence had the most considerable significant and positive impact on B2B partners satisfaction, followed by commitment and trust, respectively. A positive and significant relationship was also found between B2B firms’ satisfaction and loyalty. The result also indicates that customer satisfaction mediates the relationship between commitment, trust, relative dependence and B2B loyalty. Practical implications Practitioners can manipulate specific relative dependence, commitment and trust features to increase customer satisfaction with their firm’s services, thus ensuring longer-term customer loyalty. Originality/value Drawing on the social exchange theory, this study provides a more profound perspective focusing on an emerging market context, by examining from a B2B setting the significance of commitment, trust, relative dependence and B2B partners satisfaction on loyalty.

Why Should Hotels Become More Environmentally Friendly? Does Gender Matter in Customer Feedback?

A year after the Coronavirus 2019 (COVID-19) pandemic, the hotel industry is showing signs of recovery. Environmental issues have also increased the pressures on this sector. As such, this study examines the effect of eco-friendly hotel practices on customer feedback in the post-COVID-19 era. The relationships between green practices, customer satisfaction, and loyalty to green hotels, and the effect of customer feedback on sustainability through intentions to revisit and word-of-mouth are also examined. In addition, the role of customer satisfaction and loyalty to green hotels as mediators is considered while the role of gender in these relationships is explored. PLS-SEM and PLS-MGA were used to create a cross-sectional descriptive and analytical design.
 Results demonstrate a significant association between the implementation of ecologically friendly practices and consumer satisfaction and loyalty to green hotels. Word-of-mouth and COVID-19 concerns have a substantial effect on intentions to revisit. The main findings are that in terms of associations between design and landscape and revisit intentions, women are more loyal to green hotels than men.
 In conclusion, the positive association between green practices and various guest-related outcomes implies that hotels aiming for sustainability must prioritize effective communication, strategic branding, employee engagement, and ongoing improvement. Females’ loyalty to green hotels and intentions to revisit have been found to be strongly correlated, providing hotels with the chance to establish a distinctive brand and win over a devoted clientele. Additionally, environmental policy is confirmed to enhance sustainable practices in the hotel sector.

Role of Customer Satisfaction in Mediating the Effect of Product Quality and Service Quality on Customers’ Repurchase Intention of a Coffee Shop in Bali, Indonesia

Repurchasing intention is described as the behaviour of consumers in making repeated purchases of products that have been purchased previously. The positive feedback consumers receive after purchase creates repurchase intentions. Good repurchase intentions are influenced by many factors, i.e., product and service quality and customer satisfaction. This research was conducted to determine how product and service quality affect intention to make repeated purchases with customer satisfaction as mediation, with 119 respondents. Data was gathered using a questionnaire and analyzed using SmartPLS. Results imply that Product and Service quality has a significant positive effect on satisfaction and repurchase intentions. Customer satisfaction positively affects repurchasing intentions and mediates the relationship between product quality and service quality towards repurchase intentions.

Balancing short-term gains and long-term success in lodging: The role of customer satisfaction and price in hotel profitability model

This study examines the relationship between revenue and profit drivers and long-term financial performance in the hotel industry based on 17-years data (2004–2020) of six US hotel chains. The analysis creates, tests, and analyzes a cross-level model that examines the complex endogenous relationships, underlying long-term financial performance of hotels. Specifically, we examine the interaction of room price (ADR) and customer satisfaction (ACSI) within a sales-volume-driver framework that impacts financial performance through profitability, measured at both the operating and accounting levels. This study seeks to advance our understanding of these relationships, their characteristics, and their implications for long-term financial performance in the hotel industry. The findings reveal that customer satisfaction is more important than price in achieving long-term financial success in the hotel industry, whereas room nights sold is significant positive driver of all performance levels.

The Role of Customer Satisfaction as Mediation: The Effect of Accessibility and Amenities on Visitor Loyalty in Tourist Locations

This study discusses how accessibility and amenities factors have an influence on visitor loyalty in the scope of tourism. The purpose of this study was to find out how much influence the level of accessibility and amenities has on visitor loyalty mediated by customer satisfaction. The population and sample in this study are visitors of Jawa Timur Park 3 on February 3, 2023 who visit drive a private car as many as 86 respondents. This study was designed using a causality research design with a quantitative approach where in this research the process begins with the preparation of a theoretical model and analysis as a basis for submitting hypotheses, then proceed with the preparation of operational concepts, to obtain a conclusion as a research finding. Data collection in this study was carried out by interviewing all respondents. The result of this study is that accessibility and amenities have an effect on customer satisfaction, accessibility and amenities have a significant effect on visitor loyalty, customer satisfaction has a significant effect on visitor loyalty, accessibility and amenities have a significant effect on visitor loyalty through customer satisfaction.

Improving the Loyalty of Customer through the Effectiveness of Customer Satisfaction, Service Quality, and Food Quality

The food industry is one of the business sectors that is future-oriented, as evidenced by food being one of the basic needs of the community. Therefore, it is necessary to examine customer loyalty in the food industry through the role of customer satisfaction, service quality and food quality, as in this study. In developing this research, quantitative descriptive methods were used by involving a sample of 100 respondents to obtain analysis data, which was then processed and analyzed using SEM-PLS. The research reveals that there is a significant positive correlation occurred of service quality along to food quality which affecting customer satisfaction. And this customer satisfaction also affects in increasing customer loyalty to Subway Indonesia. These results indicates that Subway Indonesia needs to maintain their improvement on service quality and food quality which served based on consumers expectations, so as to increase customer satisfaction and loyalty.

The Role of Customer Satisfaction as a Mediator Between Product Quality and Customer Loyalty

In today's market-oriented business environment, companies prioritize high quality products as a crucial aspect. Offering high-quality products or services leads to increased satisfaction, loyalty, and a competitive advantage. This study explores product quality and its eight dimensions to analyze its impact on customer loyalty through customer satisfaction in the consumer durable sector. With data obtained from 560 respondents, the study confirms the significant influence of product quality on customer satisfaction, leading to heightened consumer contentment. The results further support a positive and significant relationship between product quality and customer loyalty, with customer satisfaction acting as a partial mediator. The study's suggestions provide valuable insights and recommendations and contributes to a more in-depth analysis of customer behavior and offer guidance for businesses seeking to enhance customer satisfaction and loyalty for long-term success.

Pengaruh Mobile Banking Dan Automatic Teller Machine Terhadap Kepuasan Nasabah

Mobile banking and Automatic Teller Machine (ATM) services are facilities that the banking industry in Indonesia continues to improve to make it easier for customers to transact so that customer satisfaction can be achieved. In the current era of digital banking, all banks in Indonesia continue to compete to provide the best digital services. This study aims to determine the effect of mobile banking and ATM (Automatic Teller Machine) at Bank Central Asia and to find out Bank Central Asia has a significant role in customer satisfaction of Bank Central Asia. The research methodology used is a quantitative approach. The sample used is the customers of Bank Central Asia Bogor City as many as 100 respondents.
 The results of the research conducted indicate that mobile banking and ATM (Automatic Teller Machine) have an effect on customer satisfaction. The significant level of mobile banking is obtained by the Sig value of 0.001. The Sig value is smaller than 0.001 (0.001 < 0.05) with a percentage of 0.330 or 33%. And compare the value of t count > t table (3,061 > 1,984). The significant level of ATM (Automatic Teller Machine) is 0.015. The Sig value is smaller than 0.015 (0.000 < 0.05) with a percentage of 0.524 or 52.4%. And with t count of 5.712. So that t count > t table (5.712 > 1.984). Mobile banking and ATM (Automatic Teller Machine) services together have a significant effect on customer satisfaction, namely, Ftable at the 5% confidence level (a = 0.05) with a significant value of 0.000 (0.000 <0.05), and the F value table of 3.09 Fcount of 87.765. So that Fcount > Ftable (87.765 > 3.09). 
 Keywords: Mobile Banking, Automatic Teller Machine (ATM), Customer Satisfaction.

The Impact of E-Accounting Service Quality on Customer’s Repurchase Intention: The Role of Customer Satisfaction as A Mediator - A Case Study in Vietnam

E-accounting service is a term that pertains to electronic accounting, which encompasses accounting systems that use computer technology for the recording and handling of financial data within organizations (Noronha & Kulkarni, 2012). The market for e-accounting services in Vietnam is becoming increasingly vibrant and fiercely competitive among service providers (Vu, 2021). This study aims to evaluate the factors influencing the quality of e-accounting services and subsequently determine the impact of e-accounting service quality on customer’s repurchase intention through the mediating factor of customer satisfaction. Through a survey of 380 firms that have been using e-accounting services, the study confirms that web design, customer service, security, and fulfillment positively influence the quality of e-accounting service quality. Furthermore, e-accounting service quality has a relatively strong effect on customer repurchase intention. The study also proposes several solutions to encourage e-accounting service quality as a basis for service providers to improve customer satisfaction and intention to repurchase their services.

The Role of Customer Satisfaction and Brand Image on Customer Loyalty of Cellular Telecommunication Operator Company

This study intends to examine the impact of brand image and customer satisfaction variables on Telkomsel Sim Card customers' customer loyalty (Y). Analysis is conducted using multiple linear regression. 60 participants made up the sample for this study, who were chosen from Telkomsel SIM Card users using a purposive sampling technique. The findings of this study suggest that brand image and customer satisfaction variables have an impact on customer loyalty at the same time. The findings of this study also demonstrate that customer happiness and brand image have a limited impact on customer loyalty. According to the adjusted R square analysis, brand image and customer happiness account for 60.1% of the relationship between customer loyalty and explanations, with other factors not included in the research model accounting for the remaining 39.9%.