Client Satisfaction Research Articles

Event industry green practices and management strategies towards client satisfaction in Panay Island: Basis of a sustainability framework

Event industry green practices and management strategies towards client satisfaction in Panay Island: Basis of a sustainability framework

Client perspectives: Telehealth for mental health services.

The COVID-19 pandemic required mental health clinicians globally to transition to the delivery of care via telehealth. This study aimed to gain an understanding of clients' satisfaction with and attitudes towards telehealth mental health services. Seventy adults who had attended a clinic for mood and anxiety disorders, and participated in at least one telehealth consultation with a psychologist or psychiatrist, completed an anonymous online survey. The majority of participants (81.5%) reported satisfaction with telehealth mental health care provided during the COVID-19 pandemic. However, satisfaction overall was significantly higher amongst participants who had received both telehealth and face-to-face mental health care, compared to participants who received care via telehealth only. Advantages of telehealth care reported included convenience and increased access to mental health clinicians. However, disadvantages of telehealth care included greater difficulty developing a rapport with a clinician and expressing oneself via telehealth. Whilst client satisfaction with telehealth mental health care for mood and anxiety disorders is generally high, clinicians should consider the limitations of telehealth from clients' perspectives. In particular, strategies to enhance therapeutic connection during telehealth sessions may be needed, and client preferences for mode of delivery should be taken into consideration when possible.

From Salon to Home: The Professional Journey and Challenges of Beauticians

The practice of beauticians providing home services has grown significantly, driven by consumer demand for convenience and personalized care. This study explores the professional experiences of beauticians delivering home services, emphasizing factors such as career duration, continuous training, effective time management, and the diverse challenges encountered. Using descriptive phenomenology, the research delves into the lived experiences of beauticians, revealing that extensive career length, ongoing professional development, and efficient time management are critical to service quality and client satisfaction. However, challenges such as inconsistent product availability, transportation issues, and maintaining sanitation standards in varied home environments complicate service delivery. The study also highlights the importance of innovative marketing strategies, including the use of social media and client referrals, to expand the client base and ensure business growth. Findings suggest that beauticians must navigate logistical complexities and develop robust problem-solving skills to succeed. The study underscores the need for continuous skill enhancement and strategic marketing to maintain competitiveness in the evolving beauty industry. By understanding these professional experiences, the research provides insights that can inform practice, policy, and future research, ultimately benefiting both service providers and clients in the beauty industry.

Clients’ satisfaction with cervical cancer screening services and influencing factors at public health facilities in Debre Markos town, Northwest Ethiopia, 2022/23: a convergent parallel mixed method

BackgroundSatisfaction is defined as the perceived fulfillment of patient or client needs and desires through the delivery of healthcare services. In developed countries, more than 60% of women have been screened for cervical cancer. However, only 12% of women in sub-Saharan Africa have been screened for precancerous cervical lesions. There is limited evidence on client satisfaction with cervical cancer screening services (CSCCSS) in Ethiopia, particularly, there is no study conducted by mixed method in the Amhara region.ObjectiveThe study aimed to assess clients’ satisfaction with cervical cancer screening services and influencing factors among women screened in Debre Markos town public health facilities in Northwest Ethiopia, 2022/23.MethodsA convergent parallel mixed methods design was conducted in Debre Markos town’s public health facilities from October 10th, 2022 to January 10th, 2023. For the quantitative wing, a total of 401 cervical cancer screening service users were selected using a systematic random sampling technique. Data were collected using an interviewer-administered structured questionnaire. Clients were interviewed on exit in a private area far from the screening unit and the data were entered into Epi-data version 4.6.0.2, then exported to STATA version 14 for analysis. A binary logistic regression model was fitted to identify factors associated with client satisfaction with cervical cancer screening services. The qualitative data were collected through in-depth and key informant interviews using a semi-structured topic guide. The data were analyzed using a thematic analysis approach with Open code software (version 4.0.2.3).ResultThe quantitative wing revealed that overall, 65% (95% CI: 60–69) of respondents were satisfied with the cervical cancer screening services they received. Gender of the provider (AOR: 6.11, 95% CI: 3.23–11.55, p-value = 0.000), waiting time (AOR: 4.77, 95% CI: 1.32–17.31, p-value = 0.017), clients’ knowledge (AOR: 0.26, 95% CI: 0.12–0.59, p-value = 0.001), and clients’ attitude (AOR: 6.43, 95% CI: 3.43–12.03, p-value = 0.000) were significantly associated with CSCCSS.Qualitative resultThe thematic analysis revealed three themes. Theme 1: facility-related barriers (shortage of skilled manpower, shortage of infrastructure, providers’ skill gap, unavailability of full service, leadership problem, long waiting time). Theme 2: client-related barriers (poor knowledge and attitude, gender preference). Theme 3: facility-related facilitators (free service, presence of supportive partners).ConclusionAccording to the findings of this study, two-thirds of clients were satisfied with cervical cancer screening services, which was lower than the national target of 80%. Long waiting time, male gender of the service provider, unfavorable attitude, and good knowledge of clients were identified as significant factors negatively affecting client satisfaction with cervical cancer screening.

National economic benefits through high-speed train services: The role of service quality and quality pursuer on client satisfaction

National economic benefits through high-speed train services: The role of service quality and quality pursuer on client satisfaction

Accessing the impact of farmers’ awareness level and risk management perception on agriculture insurance satisfaction: Mediating role of non-financial satisfaction

Despite the government’s financial support and promotion by the regulator, the agriculture insurance market is still in the nascent stage in Nepal. The paper aims to examine how awareness level and risk management perception affect the farmers’ satisfaction, taking non-financial satisfaction as a mediating factor. The study was conducted in two metropolitan cities, Pokhara and Bharatpur, in Nepal. Cluster and purposive sampling design was applied to select the respondents. Opinions were obtained through the structured questionnaire from 400 farmers with experience in agriculture insurance. The survey instrument had two parts. The first part was related to demographic information, while the second part measured attitude to risk management, clients’ awareness of insurance, financial satisfaction, and non-financial satisfaction. Almost three forth of the respondents (74.75%) were males and more than half (52%) possessed more than 8 ropani of land. Descriptive statistics, inferential statistics, exploratory factor analysis, confirmatory factor analysis and structural equation modelling were used to arrive at conclusions. The results revealed that respondents’ awareness toward agriculture insurance is the most agreed construct (mean = 4.35), followed by financial satisfaction (mean = 3.88), non-financial satisfaction (mean = 3.70), and risk management attitude (mean = 3.5). Although the results did not confirm the mediating effect of non-financial satisfaction on financial contentment and awareness level, a partial mediation effect exists between risk management attitude and financial satisfaction. Financial serenity and non-financial gratification have the strongest association. This study suggests executives and regulators expand risk management capacity and awareness initiatives to increase client satisfaction and loyalty to crop insurance. AcknowledgmentThe University Grants Commission, Nepal, is acknowledged for the financial support to conduct the study under the FRG MGMT 4-2019/20. The support of MBA students Mr. Dhan Bahadur Jagari and Lalit Bahadur Shahi is highly appreciated for their fieldwork as enumerators.

Client's satisfaction with healthcare services received at the hospital outpatients department and the primary healthcare facilities in Al-Qassim, Saudi Arabia: A review of service users' satisfaction.

To assess the level of satisfaction expressed for services rendered in the public health sector to clients who were seen at outpatient departments (OPDs) and primary healthcare (PHC) facilities in Al-Qassim Health Cluster in Saudi Arabia. This study used a comparative cross-sectional study design, and data were obtained as secondary data from The Patient's Experience Platform. Data analysis was carried out using Stata (version 16), and the significance level was 5%. In comparing the mean satisfaction in 9 domains, statistically significantly higher means for the PHC facilities than the OPDs were seen across 7 domains: patients navigating health facilities (p=0.008), nursing services (p<0.001), physicians' services (p=0.004), radiological services (p<0.001), personal issues (p=0.003), the pharmacy (p=0.005), and general experience (p=0.036). This study's findings are significant. They indicate that client satisfaction with services at PHC facilities was significantly higher than with services at hospital OPDs in Al-Qassim region. This underscores the need to improve the quality of services provided at OPDs to bring them to the same level as those provided by PHC facilities. Policymakers and implementers should, therefore, sustain efforts to make OPDs and PHC facilities more desirable for clients.

Satisfaction of mothers with supplementary nutritional services through Anganwadi centres in an urban area of Meerut, India.

Undernutrition in children under 5 years of age is still a great public health burden. Integrated child development services (ICDS) were launched with an idea of making a dent on this age-old issue. Various studies in the past have been done to identify lacunae in the programme, but very few studies are done focussing on the satisfaction of mothers with the supplementary nutrition provided through ICDS programme. The utilisation of the programme depends on various factors, one of which is client satisfaction. The Anganwadi centres of urban areas of Meerut were line-listed after taking a list of Anganwadis from the Child Development Office. There are 297 Anganwadis in urban areas of Meerut. With help of random number tables, three Anganwadis were selected, and to complete the sample of 152, 51 children from two Anganwadis and 50 from one Anganwadi centre were selected with help of simple random tables. The data thus collected were analysed using Epiinfo version 7.2.3.1. The prevalence of underweight was found to be 34.2%, wasted 19.7%, and stunted 11.2%. Among the characteristics assessed, a majority of mothers, 58.5%, were dissatisfied with the frequency at which supplementary nutrition was provided from the Anganwadis. All children were provided Take Home Ration, and 100.0% of mothers reported using it for all family members. Still 63.2% of mothers were unaware about the iron supplementation in childhood and only 65.8% of mothers had satisfactory handwashing practices. In this study, a majority of mothers were dissatisfied with the frequency at which supplementary nutrition was provided to their children. Also, the prevalence of underweight children was significantly higher when mothers were not aware about the factors affecting nutrition in children. The Take Home Ration given for children was shared among family members in 100.0% families.

Cognitive-behavioral treatment for insomnia and mindfulness-based stress reduction in nurses with insomnia: a non-inferiority internet delivered randomized controlled trial.

Insomnia is a highly prevalent sleep disorder frequently comorbid with mental health conditions in nurses. Despite the effectiveness of evidence-based cognitive behavioral therapy for insomnia (CBT-I), there is a critical need for alternative approaches. This study investigated whether internet-delivered mindfulness-based stress reduction (IMBSR) for insomnia could be an alternative to internet-delivered CBT-I (ICBT-I). The hypothesis was that the IMBSR would be noninferior to the ICBT-I in reducing the severity of insomnia among nurses with insomnia. Additionally, it was expected that ICBT-I would produce a greater reduction in the severity of insomnia and depression than IMBSR. Among 240 screened nurses, 134 with insomnia were randomly allocated (IMBSR, n =67; ICBT-I, n = 67). The assessment protocol comprised clinical interviews and self-reported outcome measures, including the Insomnia Severity Index (ISI), Patient Health Questionnaire-9 (PHQ-9), the 15-item Five Facet Mindfulness Questionnaire (FFMQ), and the Client Satisfaction Questionnaire (CSQ-I). The retention rate was 55% with 77.6% (n=104) of participants completing the study. At post-intervention, the noninferiority analysis of the ISI score showed that the upper limit of the 95% confidence interval was 4.88 (P=0.46), surpassing the pre-specified noninferiority margin of 4 points. Analysis of covariance revealed that the ICBT-I group had significantly lower ISI (Cohen's d = 1.37) and PHQ-9 (Cohen's d = 0.71) scores than did the IMBSR group. In contrast, the IMBSR group showed a statistically significant increase in the FFMQ-15 score (Cohen's d = 0.67). Within-group differences showed that both the IMBSR and ICBT-I were effective at reducing insomnia severity and depression severity and improving mindfulness. Overall, nurses demonstrated high levels of satisfaction and adherence to both interventions. The IMBSR significantly reduced insomnia severity and depression, but the findings of this study do not provide strong evidence that the IMBSR is at least as effective as the ICBT-I in reducing insomnia symptoms among nurses with insomnia. The ICBT-I was found to be significantly superior to the IMBSR in reducing insomnia severity, making it a recommended treatment option for nurses with insomnia.

Exploring the influence of leadership styles on psychological well-being and satisfaction of Pilates classes clients

BackgroundThe recent trend of increased indoor activities has significantly influenced daily life, enhancing the popularity of exercises like Pilates. This study explores how Pilates instructors’ leadership styles affect class satisfaction and psychological well-being, addressing the research gap concerning the specific impact of leadership within the context of Pilates classes.MethodsThe study surveyed 388 participants from 39 Pilates studios across South Korea, utilizing a questionnaire to assess leadership styles (transformational, transactional, and servant leadership), class satisfaction, and psychological well-being. Using statistical analyses, leadership styles were assessed for their correlation with class satisfaction and psychological well-being.ResultsFindings revealed that transformational and transactional leadership styles were positively correlated with class satisfaction and psychological well-being. Specifically, transformational leadership significantly enhanced educational satisfaction and personal growth, while transactional leadership most strongly influenced social satisfaction and the sense of purpose in life. Servant leadership was notably effective in improving physical class satisfaction. The study also highlighted the critical role of class satisfaction in promoting psychological well-being among participants.ConclusionThis research underscores the importance of leadership styles in enhancing the Pilates class experience, suggesting that instructors’ leadership approaches can significantly impact participants’ satisfaction and psychological well-being. The study advocates developing training programs that equip Pilates instructors with the skills to adopt effective leadership styles, fostering a more positive and fulfilling class environment.

Evaluation of the MARPOL 73/78 Surveyor Training Course Towards its Enhancement

This thesis investigated the effectiveness of the MARPOL 73/78 Surveyor Training Course offered by Oceanwide Maritime Services Corp. and identified potential areas for enhancement. The study assessed course content, instructor qualifications, delivery methods, facilities, equipment, and learning assessment using Kirkpatrick's Model. It engaged 110 maritime professionals through structured questionnaires and client satisfaction surveys. Findings indicated that the course was highly effective in terms of content, instructor qualifications, and assessment methods while teaching materials and course duration received lower scores. Recommendations included updating course content, increasing hands-on training, upgrading facilities, diversifying delivery methods, enhancing assessment techniques, extending course duration, and providing support for complex topics. In conclusion, the MARPOL 73/78 Surveyor’s Training Course is highly effective but needs improvements in teaching materials, course segments, and regular content updates to maintain training quality and relevance.

Examining the role of expectations in outsourcing success utilizing the hierarchy of effects model

PurposeThis paper aims to involve both the development of a quantitative measure of outsourcing success that integrates recent research findings on expectations and applying the hierarchy-of-effects (HOE) model to investigating the influence of success on client satisfaction and recommendation intention.Design/methodology/approachThis paper conducted a global survey of information systems managers and Chief Information Officers from firms who have engaged in outsourcing and analyzed the data using partial least squares (PLS).FindingsThe study analysis demonstrates the impact of client expectations on perceived outsourcing success, client satisfaction and intention to recommend. This paper also discusses how findings of this study provide important implications for both researchers and practitioners.Originality/valueTo further investigate the theoretical trend toward examining the impact of expectations on outsourcing success, this study extends the foundational success research by quantitatively demonstrating the robustness of an outsourcing success construct that incorporates expectations. Moreover, this study extends the traditional models of success by incorporating factors from each of the stages of client behavior, including cognition, affect and conation.

Youth-friendly health service in Ethiopia: Assessment of care friendliness and user's satisfaction.

Health facilities' level of readiness to provide adolescent and youth-friendly health services (AYFHS) is crucial for preventing and reducing teenage pregnancies and maternal mortality. This study examined friendliness and satisfaction with AYFHS among users. A cross-sectional study was conducted among 419 adolescents and youths recruited from six health institutions in the East Shewa Zone, Oromia region, and Addis Ababa, Ethiopia from August 1 to October 28, 2022. Based on the WHO Quality Assessment Guidebook, the friendliness of AYFHS was evaluated as a proxy for the quality of care. Descriptive measures were computed to summarize the participants' socio-demographic characteristics. Bivariate and multivariable logistic regression analysis was used to evaluate the potential association between each independent variable and client satisfaction. The type, magnitude, and precision of association were presented using an adjusted odds ratio (AOR) with 95% Confidence Intervals (CI) and a p-value of < 0.05 ascertained statistical significance. The overall friendliness was 69%: Specifically, 82% of the participants stated the service was accessible, 72% said it was acceptable, and 90% thought it was effective. However, only 33% and 34% of respondents reported the services were equitable and appropriate respectively. The overall satisfaction with AYFHS was 25.3%. Increased age (AOR = 0.70, 95% CI: 0.57-0.86), being female (AOR = 0.11, 95%CI: 0.04-0.33), no prior information about AYFHS (AOR = 0.20, 95%CI: 0.10-0.44), and higher number of sexual partners (AOR = 0.3, 95%CI: 0.21-0.65) were factors statistically associated with client satisfaction with AYFHS. The overall quality of AYFHS was sub-optimal and did not meet the four components of WHO's good quality standards; equity, appropriateness, acceptability, and accessibility must be improved. Female and older adolescents and youths and those with a higher number of sexual partners should be targeted for intervention.

Implementation of Meat Inspection Code (Republic Act No. 10536) and Challenges Encountered by Butchers and Meat Inspectors in Calamba City

Implementation of the Meat Inspection Code and Compliance with Food Safety are two important factors required to meet the quality of fresh and safe meat produce and satisfy the consumers' desire to serve this fresh meat at their dining table. This has been a long-time struggle for the City Veterinary-Slaughterhouse Management Division since no system has been implemented. The authority whose function is to safeguard the cleanliness and safeness of these produce and maintain the quality of food animal that consumers expect every day for their families. This discussed the problems and concerns that could potentially obstruct achieving the goal of client satisfaction and retention, as well as the relationships between the level of implementation of the meat inspection code and the degree of seriousness of the challenges faced by the butchers and meat inspectors. A researcher-made questionnaire was utilized in this study. This was used to randomly gather surveys from 64 respondents of butchers and meat inspectors. The Mean, Pearson Product-Moment Correlation, and Four-Point Likert Scale were used to analyze and assess the model. Based on the findings, there was a slight but statistically significant positive correlation between the degree of implementation and the severity of the difficulties faced. Additionally, the study suggested a course of action to create and enhance new methods to support the current program and modernize the system, which will help enhance the quality and condition of meat produced at a slaughterhouse that has received accreditation.

Out-of-Stock Prediction Model Using Buzzard Coney Hawk Optimization-Based LightGBM-Enabled Deep Temporal Convolutional Neural Network

Out-of-stock prediction refers to the activity of forecasting the time when a product will not be available for purchase because of an inventory deficiency. Due to difficulties, out-of-stock forecasting models now face certain challenges. Incorrect demand forecasting may result in a lack or excess of goods in stock, a factor that affects client satisfaction and the profitability of companies. Accordingly, the new approach BCHO-TCN LightGBM, which is based on Buzzard Coney Hawk Optimization with a deep temporal convolutional neural network and the Light Gradient-Boosting Machine framework, is developed to deal with all challenges in the existing models in the field of out-of-stock prediction. The role that BCHO plays in the LightGBM-based deep temporal CNNis rooted in modifying the classifier to improve both accuracy and speed. Integrating BCHO into the model training process allows us to optimize and adjust the hyperparameters and the weights of the CNN linked with the temporal DNN, which, in turn, makes the model perform better in the extraction of temporal features from time-series data. This optimization strategy, which derives from the cooperative behaviors and evasion tactics of BCHO, is a powerful source of information for the computational optimization agent. This leads to a faster convergence of the model towards optimal solutions and therefore improves the overall accuracy and predictive abilities of the temporal CNN with the LightGBM algorithm. The results indicate that when using data from Amazon India’s product listings, the model shows a high degree of accuracy, as well as excellent net present value (NPV), present discounted value (PDV), and threat scores, with values reaching 94.52%, 95.16%, 94.81%, and 95.76%, respectively. Likewise, in a k-fold 10 scenario, the model achieves values of 94.81%, 95.60%, 96.28%, and 95.86% for the same metrics.

Study protocol of a randomized controlled trial comparing backward walking to forward walking training on balance in multiple sclerosis: The TRAIN-MS trial

Balance impairment and accidental falls are a pervasive challenge faced by persons with multiple sclerosis (PwMS), significantly impacting their quality of life. While exercise has proven to be an effective intervention for improving mobility and functioning in PwMS, current exercise approaches predominantly emphasize forward walking (FW) and balance training, with variable improvements in balance and fall rates. Backward walking (BW) has emerged as a promising intervention modality for enhancing mobility and strength outcomes; however, significant gaps remain. Specifically, there is limited knowledge about the efficacy of BW interventions on outcomes such as static, anticipatory, and reactive balance, balance confidence, falls, and cognition. This randomized controlled trial aims to determine the feasibility, acceptability, and impact of 8-weeks of backward walking training (TRAIN-BW) as compared to forward walking training (TRAIN-FW). Ninety individuals with MS with self-reported walking dysfunction or ≥ 2 falls in the past 6 months will be randomized in blocks, stratified by sex and disease severity to either the TRAIN-BW or TRAIN-FW intervention groups. Adherence and retention rates will be used to determine feasibility and the Client Satisfaction Questionnaire will be used to assess acceptability. The primary outcomes will be static, anticipatory, and reactive balance. Secondary outcomes include walking velocity, balance confidence, concern about falling, cognition, physical activity, and fall rates measured prospectively for 6 months after post-testing. Additionally, the extent to which cognitive functioning influences response to intervention will be examined. Backward walking training may be an innovative intervention to address balance impairments and falls in persons with MS.

Bank Reputation and Trust: Impact on Client Satisfaction and Loyalty for Portuguese Clients

The aim of this article is to assess the most relevant factors influencing customer trust in the Portuguese banking sector following the Global Financial Crisis. It also aims to evaluate the impact of trust on satisfaction and satisfaction on loyalty. To address the research objectives and the hypotheses posed, a quantitative study with a descriptive design was conducted. Data was collected through an online survey administered to a sample of bank clients residing in Portugal. The findings indicate that respondents generally trust Portuguese banking institutions, although this trust has been affected by the Global Financial Crisis. The bank’s reputation and financial performance were identified as critical factors in the respondents’ choice of bank. Additionally, the results suggest that both global and domestic financial conditions, bank reputation, client satisfaction, and overall trust significantly influence client loyalty to the bank. This study provides valuable insights into client behavior and perceptions of banks, emphasizing the importance of factors such as trust, client satisfaction, and bank reputation in shaping client loyalty.

Focused Acceptance and Commitment Therapy Skills Training (FACT-ST) program for paraprofessionals serving families of children with special health care needs: A service evaluation study

Addressing mental health needs among parents of children with Special Health Care Needs (SHCN) requires improved access to effective interventions. This study assessed the satisfaction, skills implementation intention, and psychological flexibility of frontline paraprofessionals providing family and child rehabilitation services for families of children with SHCN in Hong Kong following participation in a Focused Acceptance and Commitment Therapy Skills Training (FACT-ST) program. The training program comprised two phases: an initial foundation training stage (i.e., the FT group), which provided theoretical instruction on ACT, and a subsequent supervised practice stage (i.e., the FT + SP group), during which participants were required to conduct at least three video-conferencing FACT sessions with parents of children with SHCN under supervision. A diverse sample of 317 paraprofessionals participated, with 246 completing the foundation training and an additional 71 completing both training phases. The FACT-ST program was positively received, as indicated by high average client satisfaction questionnaire scores. In the FT + SP group, paired sample t-test indicated that the mean total skills implementation intention score remained consistent at the 3-month follow-up (M = 36.65, SD = 7.56) when compared to the 2-week follow-up (M = 36.00, SD = 8.28, P = 0.063). Repeated measures analysis of covariance showed significant improvements in psychological flexibility from baseline to the 3-month follow-up in both the FT (F = 57.57, P = < 0.001, ηp2 = 0.20) and the FT + SP groups (F = 19.06, P = < 0.001, ηp2 = 0.24). Qualitative feedback highlighted the utility of live demonstrations, experiential exercises, and collaborative interactions during training. Our findings are one of the first affirming both the feasibility and acceptability of the FACT-ST program for paraprofessionals working with parents of children with SHCN. The findings underscore the potential of paraprofessionals to become crucial contributors to the mental health care system, addressing service gaps within the community.

Impact of Price, Location, Facilities, and Product Quality on Customer Loyalty Through Customer Satisfaction

The research aims to analyze and test the impact of price, location, facilities, and product quality on customer loyalty through customer satisfaction. The novelty of this study is that it has more variables to be studied than its predecessors. This type of research is quantitative research with 100 samples and uses a method to analyze SEM-PLS with the help of Smart PLS 4.1.0.3 software. The test used is the outer model test, the inner model test and the hypothesis test, as well as the mediation test. Based on the validity test results and reliability test is declared valid and relieble. Research results show that facilities have a significant influence on customer loyalty, for price, location, product quality have no significant impact on client loyalty. Price variables, facilities, product quality have a significant influence on customer satisfaction, whereas location on client satisfaction has no significant impact. For customer satisfaction on customer loyalty has a significant influence. Mediation tests on client satisfaction variables influence the price, facilities, and quality of products on customer loyalty, whereas for location on client loyalty there is no influence to be mediated by customer satisfaction.

Impact of Service Quality on Destination Image of Lake Buyan with Tourist Satisfaction as an Intervening Variable

The study aims to examine the impact of the quality of service on the image of Lake Buyan's destination with tourist satisfaction as a mediator variable. The study uses the Partial Least Squares Structural Equation Modeling (PLS-SEM) method with the help of SmartPLS software. The sample of this study consisted of 150 tourists who visited Lake Buyan. Data collection is carried out through surveys using questionnaires designed to measure travelers' perceptions of the quality of service, tourist satisfaction, and destination image. The results of the analysis show that the quality of the service has a significant influence on tourist satisfaction and the image of the destination. Tourist satisfaction proved to be a full mediation in the relationship between the quality of service and the image of the destination. The findings confirm that improved quality of services in Lake Buyan can increase tourist satisfaction, which in turn reinforces the positive image of this destination. The study provides practical implications for tourist destination managers and stakeholders in Lake buyan to improve the quality of service as a strategy in promoting a positive destination image through improved client satisfaction. The research also offers new insights to researchers and practitioners in the field of tourism management and destination marketing. Keywords: Service Quality, Tourist Satisfaction, Destination Image