Product Service Research Articles

The Influence Of Product Quality, Service Quality, Price And Brand Image On Shopee Customer Satisfaction

Purpose – This paper seeks to examine the influence of product quality, service quality, price and brand image on shopee customer satisfaction survey in Bengkulu province. Methodology/approach – The data collection method used in this research is the direct or self-administered data collection method, namely the distribution method by distributing online questionnaires to obtain information from respondents. Distribution of questionnaires was carried out by distributing questionnaires online to respondents via social media such as WhatsApp, Instagram and assisted by closest friends in distributing questionnaires. This research collected a sample of 309 respondents.. Findings – It was found that . Good quality, low prices, good brand image and good service quality can increase the satisfaction of customers who shop at Shopee in the community in the city of Bengkulu and have a positive and significant influence. Novelty/value – because product quality, price, brand image and service quality have an influence on customer satisfaction, so it is important for companies to evaluate further the variables that form customer satisfaction to make customers more satisfied. Keywords Because product quality, price, brand image and service quality have an influence on customer satisfaction, it is important for companies to evaluate further the variables that form customer satisfaction to make customers more satisfied. keywords service quality, product quality, price brand image.

Analisis SWOT Pentingnya Fasilitas Dan Layanan Lembaga Keuangan Bank Konvensional Di Kecamatan Singojuruh

One sector that can realize regional economic development includes the presence of financial institutions which are often considered the heart and driving force of a country's economy. This can be seen in the lack of banking financial institutions in the Singojuruh District area until now, so that it has an impact on regional income such as handling tax payments, salaries, pensions or other financial transactions related to bank financial institutions carried out in other areas close to Singojuruh District, Banyuwangi Regency. This type of research is descriptive qualitative. The type of method used in this research is field methods (field research). In this study, the data that has been collected is analyzed using the Internal Factor Evaluation (IFE) and (EFE) Matrix. For identification in this research, the SWOT matrix is ​​used internally and externally. The conclusion is to expand a representative banking network, take advantage of regional, land and educational advantages with the availability of mobile banking services, optimize the performance of human resources to speed up the process of banking product services and information and expand the reach of banking services or units.

The Effect of the COVID-19 Pandemic on the Working Conditions and Efficiency of Radiographers at Ahvaz Jundishapur University of Medical Sciences' Radiology and CT Scan Imaging Centers

Background: Radiographers are highly skilled imaging technology users who work directly with COVID-19 cases. Objectives: This study aims to assess the impact of COVID-19 on the working conditions and efficiency of radiographers and their level of satisfaction with personal protective equipment (PPE), cleaning supplies, and facilities during the COVID-19 epidemic. Methods: A prospective observational study was conducted among radiographers registered in the radiology and CT scan imaging centers of Ahvaz Jundishapur University of Medical Sciences and some private centers between June and October 2022. A questionnaire with 28 multiple-choice questions was used to collect information. The questionnaire consisted of two sections; the first part contained demographic information. In the second part, participants answered questions about changes in working conditions, such as changes in stress level, work efficiency, the need for more rest, imaging time, use of equipment, and personal protective equipment at work, based on their experiences and observations during the COVID-19 pandemic. The data analysis was performed using Statistical Product Service Solutions (SPSS) software, version 26.0, with statistical significance assumed at a P-value < 0.05. Results: One hundred and fifty radiographers completed the questionnaire. The mean age and mean work experience of participants were 33.2 ± 8.3 years and 9 ± 7.2 years, respectively. The results showed that most participants of both sexes agreed that they needed more rest (P-value < 0.05); their work efficiency had not decreased significantly during the COVID-19 epidemic. The stress level of participants had significantly increased compared to before the epidemic. There were significant differences between government-owned hospitals and private radiology centers regarding the presence of a COVID-19-related protocol, the compulsory use of masks, the existence of decontamination instructions, the type of air decontamination, the contact with imaging equipment manufacturers, the timing of decontamination, and the type of decontamination applied to the imaging equipment (P-value < 0.05). Conclusions: This study demonstrated that the reduction in work efficiency among radiographers was not significant compared to before the COVID-19 pandemic. According to the study's results, radiographers' working conditions underwent numerous adjustments over the course of the COVID-19 epidemic.

Understanding Customer Satisfaction: A Study of Convenience Stores

This study explores the impact of customer satisfaction on purchasing behavior within convenience stores, focusing on four key determinants: service quality, perceived value, product quality, and trust, perceived value, and trust. The growing population and increasing consumer demand have prompted companies to enhance productivity and service standards across their convenience store branches. To maintain competitiveness and attract a diverse customer base—comprising existing, new, and potential customers—businesses need to review and refine their operational strategies continuously. The study’s methodology involved a structured approach to gathering quantitative data from a specific sample of convenience store customers in Bentong City. By using surveys and questionnaires, the research aimed to capture relevant information directly from the consumers, providing insights into their experiences and satisfaction with the convenience stores. The non-probability convenience sampling method facilitated the collection of data from readily available participants, ensuring a practical and timely data collection process. Using a data set collected from 220 respondents who utilized products and services at a convenience store, this research aims to empirically investigate the relationships between service quality, perceived value, product quality, and trust, perceived value, trust, and overall customer satisfaction. The findings indicate that while all four factors contribute to customer satisfaction, service quality, perceived value, and trust exert a significantly stronger influence compared to product quality. These insights underscore the importance of prioritizing service enhancement, value creation, and trust-building initiatives in the strategic management of convenience stores, thereby ensuring sustained customer satisfaction and loyalty.

THE INFLUENCE OF SERVICE QUALITY, PRICE PERCEPTION, AND PRODUCT QUALITY FROM PT KERETA API INDONESIA (PERSERO) ON CUSTOMER SATISFACTION AT PT BUKIT ASAM, TBK

This study examines the factors influencing customer satisfaction of PT Bukit Asam, Tbk regarding the services and products provided by PT Kereta Api Indonesia (Persero) for coal transportation. Customer satisfaction is analyzed based on three key factors: service quality, price perception, and product quality, specifically in transporting coal from the Tanjung Enim Mining Unit to Tarahan Port and Kertapati Pier, which accounted for 32,423,156 tons transported in 2023. The research findings indicate that all three factors—service quality, price perception, and product quality—have a positive and significant effect on customer satisfaction. The contribution of this research is twofold: it provides insights into the direct impact of these factors on corporate customer satisfaction and offers practical recommendations for PT Kereta Api Indonesia (Persero) to enhance its service performance, thereby improving its competitiveness in Indonesia's transportation and logistics sector. Future research could focus on additional factors, such as technological innovation and environmental sustainability, and investigate their influence on customer satisfaction across different industries or regions, offering broader insights into service quality improvement in the logistics industry.

Penentuan tarif sewa kamar kost melalui perhitungan harga pokok kamar menggunakan metode activity based costing (Studi kasus Eben Kost Manado)

Achieving maximum profit is closely tied to specific calculations regarding the costs incurred to produce a service product, such as the cost of a room. Activity-Based Costing (ABC) is one method used to calculate the cost of a room by evaluating expenses based on the resources consumed by various activities. The objective of this research is to determine room rental rates by calculating the cost of a room using the Activity-Based Costing method at Eben Kost Manado. The research employed a qualitative descriptive approach. Data collection techniques included interviews and documentation. The findings indicate that the room rental rates determined using the Activity-Based Costing method are lower compared to those set by Eben Kost because the ABC method allocates all activity costs to each room type precisely based on each activity's consumption.

The influence of supply chain agility on FMCG SME marketing flexibility and customer satisfaction

In the fast-paced Fast-Moving Consumer Goods (FMCG) sector, small and medium-sized enterprises (SMEs) must adapt swiftly to changing market conditions and consumer demands to stay competitive. This review explores the influence of supply chain agility on marketing flexibility and customer satisfaction in FMCG SMEs. Supply chain agility, characterized by responsiveness, adaptability, and real-time decision-making, enables SMEs to respond quickly to market shifts, optimize operations, and deliver products efficiently. As a result, agile supply chains directly impact the marketing flexibility of SMEs by enabling faster product launches, customization, and rapid adjustments to promotional strategies based on market feedback. This also highlights how marketing flexibility, supported by agile supply chains, enhances customer satisfaction by meeting expectations related to product availability, quality, and service delivery. Agile supply chains allow FMCG SMEs to reduce stockouts, improve order fulfillment times, and adapt to customer preferences, creating a seamless experience that fosters brand loyalty. Furthermore, this review presents case studies of FMCG SMEs that have successfully implemented agile supply chains to boost marketing responsiveness and customer satisfaction, demonstrating real-world applications of these strategies. By examining the interrelationship between supply chain agility, marketing flexibility, and customer satisfaction, this review emphasizes the importance of an integrated approach to operations and marketing in FMCG SMEs. The findings suggest that investing in supply chain agility is critical for SMEs seeking to enhance their market adaptability and customer-centricity. The study concludes by offering recommendations for FMCG SMEs to develop agile supply chains that enable them to thrive in a competitive and ever-evolving marketplace, where customer satisfaction and rapid market response are key drivers of success. Keywords: Supply Chain, FMCG SME, Marketing Flexibility, Review.

The Influence of Product Quality and Service Quality on Customer Loyalty Through Customer Satisfaction

Product quality an important role in the marketing strategy that can be implemented by Informa by providing the best products for its consumers to provide trust, satisfaction and a positive experience so that consumers make product purchases in the future. The purpose of this study was to determine the greatest influence of customer loyalty. This type of research is quantitative with a purposive sampling technique distributed through a questionnaire to 190 male and female respondents of Informa product customers aged 17-50 years who have made a purchase at least 1 time in the last 1 year and domiciled in Jakarta. Primary data analysis was carried out using the SEM Smart PLS method. The results of this study indicate that product quality and service quality have an effect on customer satisfaction. Furthermore, product quality and service quality have a direct effect on customer loyalty, but satisfaction does not affect customer loyalty. Customer satisfaction is not proven to be a mediation between product quality and service quality on customer loyalty. This study contributes to Informa in maintaining and increasing customer loyalty, which can be seen from several factors formed from each consumer complaint optimally and measurably. For further research, the researcher suggests expanding the research area and looking for objects in other fields.

Operational excellence in online food delivery service: the role of food biosafety measures

PurposeThis study explores how food biosafety measures (FBM), electronic service quality and product quality influence consumer satisfaction and loyalty in the online food delivery service (OFDS) sector. It also integrates the technology acceptance model (TAM) and the theory of planned behaviour (TPB) to form a robust framework for assessing consumer behaviours and providing insights for this sector.Design/methodology/approachData from 877 Colombian urban consumers were collected. The proposed theoretical model was tested using structural equation modelling (SEM) in the SEMinR package of the R program (an open-source programming language).FindingsThe results reveal that food biosafety measures and product quality are the most essential factors for OFDS consumers. Besides, food biosafety measures strongly affect product and e-service quality, which in turn significantly and directly impact consumer satisfaction and loyalty. This means that it is necessary to consider both visible actions strongly related to product quality and invisible actions that highlight the role of e-service quality in ensuring operational excellence.Practical implicationsTo maintain customer satisfaction and loyalty, OFDS managers should consider first working with restaurants that practice high food biosafety measures so that the order leaves the restaurant in good condition. However, OFDS should maintain these measures to ensure operational excellence from the order on the platform until delivery to the end consumer.Originality/valueThis innovative study demonstrates how FBMs directly affect perceptions of service, product quality, satisfaction and loyalty. This goes beyond traditional findings suggesting that food biosafety measures' influence is only indirect and mediated by satisfaction.

Male involvement in infant care and associated factors among infants less than one year in Bibugn district of Ethiopia

Male involvement in infant care is an effective intervention to improve infant health outcomes. However, evidence regarding male involvement in infant care and its associated factors is limited in Ethiopia. To assess the male involvement in infant care and associated factors among infants less than one year in Bibugn district of Ethiopia. A community-based cross-sectional study was conducted among 606 participants from April 1–30/2023. A systematic sampling technique was used to select each study participant. Data was collected using interviewer-administered questionnaires. Data were entered into Epi data 4.6 and analyzed using statistical Product Service and Solution (SPSS) version 2 5. Both descriptives, mean, frequency and analytical statistics were employed. Variables with a p-value of less than 0.25 in bivariate logistic regression were entered into a multivariate logistic regression to identify associated factors. Statistical significance was declared at p < 0.05. The prevalence of male involvement in infant care was 42.2% with a 95% CI (38.26–46.12). Male who did not attend formal education (AOR = 0.24, 95% CI = 0.14–0.43), having one child (AOR = 5.66, 95%CI = 2.94–10.88), having male infants (AOR = 2.51, 95% CI = 1.60–3.95), first infant order (AOR = 2.70, 95% CI = 1.36–5.39), having adequate knowledge towards infant care (AOR = 5.56,95% CI = 0.12–0.28), and having favorable attitude towards infant care (AOR = 1.70,95% CI = 0.34–0.99) were factors associated with male involvement in infant care. Less than 50% ( 50%) of males are involved in their infant care. Educational status of males, number of infants, male infants, male knowledge, and attitude towards infant care were significantly associated with involvement in infant care. Therefore, efforts should be directed at improving males’ educational status, knowledge, and attitude to improve their engagement in caring for their infants.

The Influence of Product Quality, Service Quality, and Perception of Coal Prices on Customer Satisfaction at PT Bukit Asam, Tbk

The Influence of Product Quality, Service Quality, and Perception of Coal Prices on Customer Satisfaction at PT Bukit Asam, Tbk

Using Digital Marketing Strategy and Perceived Value to Promote Brand Trust in Chinese Mobile Phone Brands

Over the past few years, China’s branded mobile phone industry has experienced significant growth, becoming one of the largest global markets. With fierce domestic and international competition, brand trust has emerged as a crucial factor influencing consumer purchasing decisions. Consumers trust mobile phone brands that excel in product quality, service, and value. This study explores how digital marketing strategies and perceived value enhance brand trust in Chinese mobile phone brands. The study formulates a research model and designs a survey questionnaire by reviewing relevant literature on digital marketing strategy, perceived value, brand trust, and Chinese mobile phone brands. Data is collected through an online survey using SPSS software to analyze the relationship between digital marketing strategy, perceived value, and brand trust. Finally, considering the unique characteristics of the Chinese mobile phone brand market and the research findings, the study provides practical recommendations for Chinese mobile phone brands. Keywords: digital marketing strategy, perceived value, brand trust, Chinese mobile phone brands

Environmental, Social, and Governance (ESG): Roles and Strategies to Improve the Performance of the Indonesian Insurance Industry

The objective of this research is to understand the role of environmental, social, and governance (ESG) in improving the financial performance of insurance companies in Indonesia. A qualitative, library study method was employed, Research results show (1) the role of ESG as definers of competitive advantage, in improving performance, and guaranteeing the sustainability of the company in the future; and (2) the strategy of insurance companies in Indonesia with respect to ESG is to run business with sustainable financial principles and create environmental-based service products. The implications of this study are that the application of ESG principles to insurance companies in Indonesia is expected to drive government programs to implement sustainable development governance (SDGs) in sustainable finance. The novelty of this research is its emphasis on environmentally-based sustainable financial principles. Keywords: social and environmental governance, roles, strategies, performance, insurance

Implementasi Kinerja Operasional dan Kepuasan Pelanggan Terhadap Tingkat Penjualan

This study aims to analyze the impact of operational performance implementation and customer satisfaction on sales levels, with a case study on the D'One Acc Cellphone Counter. Operational performance includes internal process efficiency, quality control, and technology use, while customer satisfaction includes product quality, service, and customer experience. This study uses a quantitative method with a survey approach to collect data from customers and employees of the D'One Acc Cellphone Counter. The results of the analysis showed that there was a significant positive relationship between operational performance and customer satisfaction levels. In addition, customer satisfaction has a positive effect on sales levels. Good operational performance improves the quality of products and services, which in turn increases customer satisfaction and drives higher sales. These findings underscore the importance of integrating effective operational strategies and focusing on customer satisfaction to achieve increased sales. This research provides insight for the management of D'One Acc Hp Counters in formulating better strategies to improve operational performance and customer satisfaction, as well as maximize sales potential.

Saber-toothing the University In–service Curriculum for Zimbabwean Primary Schools: The Contestations

In this study, the authors argue that ‘saber–toothing’ the university in-service curriculum is a critical success factor in building an impact educational programme for Zimbabwean primary schools. By saber-toothing the in–service curriculum, the authors propose that the education curriculum at university should continue to develop in order to address and serve the purposes and needs of the time. It explains how some unexamined habits and practices can result in resisting the much-needed curriculum reforms. The new global and national conditions demand a paradigm shift to chat new in–service curriculum discourses that develop the Zimbabwean education system. The study uses an interpretivist qualitative case study of one Zimbabwean university, purposively sampled five experienced and senior lecturers teaching the in–service programme and ten in–service student teachers. Data were collected through semi–structured interviews in respect of lecturers, focus group discussions within–service students and document review of module outlines. The main finding is that the in–service curriculum has remained stagnant in the changing times and failed in its highest end to develop a reflective and responsive in–service product that can ‘saber–tooth’ the knowledge and skills to solve challenges and realities of their time and contexts. The study recommends that universities re-vision the largely existing in-service academic curricula and practices to adopt a practically–oriented, knowledge generation training and skills-based model that equips teachers with the proper knowledge and skills to change educational fortunes in their unique local school contexts.

Holistic Approach to the Indian Higher Education System in Design and Sustainability

Sustainability is a need of the hour as we have very limited resources that are to be restored or utilized carefully. One way toward sustainability is through higher education, with awareness, possible ways of using it, and a change in thought process which will lead to minimal wastage of resources. Design decisions based on sustainability are more than using natural resources that are biodegradable. One of the main strategies of green design is to follow the ‘waste hierarchy’. Green materials are designed to be reusable and recyclable, and they degrade naturally at the end of their life, reducing the environmental footprint of the product. In point of fact, design has the power to stoke and encourage innovation. It can also contribute to the shaping of the world on a variety of levels, from materials to products, product service systems, social organizations, and socio-technical systems. Eco-design is a comprehensive and holistic approach to planning activities that emphasizes the welfare of people and the environment as the final design. ‘It focuses on resource efficiency and the use of environmentally friendly materials to develop products and processes’ (Manzini, 2020, Design, When Everybody Designs). Sustainability for design is sometimes referred to as a lifetime configuration approach since it gathers data on the full life cycles of products and their effects on the environment and living beings. The aim of the paper is to be unambiguous as to why sustainable systems should be included in higher education. An endeavor, additionally, had been to summarize the government policies in order to raise awareness for the next generation. Further, data is collected from respondents who belong to the education system for understanding the importance of sustainability in education. From the gathered information, it was observed that every person unconsciously considers sustainability in their day-to-day lives. However, with mindfulness and plan training there will be an impact on the general public for a better future.

Integrating basic human values with forest ecosystem services: pathways to sustainable forest management.

The article explores the intricate relationship between basic human values and forest ecosystem services (FES). The study highlights the critical role that forests play in providing essential services for biodiversity, forest products, climate stabilization and human well-being, and emphasizes the need to understand and integrate human values into forest management and planning. Through a novel approach, this study explores how the concept of "forest" can elicit considerations of fundamental human values that diverge from conventional classifications and measurements of forest values. The study uses a comprehensive methodology, including surveys and content analysis, to uncover the hierarchical structure of human values associated with forests. This approach enables the identification of fundamental values that remain constant despite situational variations. The main results reveal a hierarchical structure of values, with Apollonian values being more prevalent than Dionysian ones. The study shows significant differences in the importance attributed to different FES, reflecting underlying value differences between residents. The study makes a novel contribution by systematically examining the links between human values and FES and proposing a profound and sustainable approach to forest management that takes into account the psychological dimensions of human-forest interactions. The study suggests that recognizing and incorporating the intrinsic human values into forest ecosystem service frameworks can improve sustainable forest management practices and ultimately foster a deeper connection between people and the forest environment.

Reliving the moments: Exploring tourists’ staycation experience through S-O-R framework

Purpose – The purpose of this study is to understand what influences tourists’ travel experience sharing and intention to re-staycation. S-O-R framework is used to examine how social influence affects perceived enjoyment, while subsequently sharing their staycation experience and intention to re-staycation. Design/methodology/approach – 325 generation Z millennials who have experienced staycation and share it to their social media are chosen using purposive sampling. The data obtained is processed using Structural Equation Modeling with AMOS.Findings – The findings of this study indicate that social influence affects tourists’ perceived enjoyment on staycation trip, which then leads to staycation experience sharing and tourists’ intention to re-staycation. Experience sharing mediates the influence of perceived enjoyment on staycation trip towards intention to re-staycation. Review credibility and gender differences moderate the relationships between variables.Research limitations/implications – This study has not yet look at the post-travel or staycation phase of tourists, thus further study is needed regarding post-travel evaluation. It also only uses variables that focus on tourists' perspectives regarding their travel experiences and sharing activities on social media.Practical implications – Service providers must pay attention to improving the atmosphere not only in terms of physical attributes but also related to the service products available in the hotel so that it can attract the intention to visit again. Offering accommodation experiences can enable potential tourists to return to the destination.Originality/value – Through the SOR framework, this study show how social influence can be a stimulus for individuals in perceiving enjoyment during their trip, leading them to show a behavioral response of sharing their staycation experience and have intention to go back to relive the moments.

Exploring carbon footprints and carbon intensities of Indonesian provinces in a domestic and global context

Within Indonesia, the structure of consumption and production differs significantly across provinces. This implies that carbon footprints and intensities between provinces are also diverse. This paper calculates historical consumption- and production-based carbon emissions at the provincial level using a multi-scale input-output (IO) database for 2010, in which an environmentally extended multi-regional IO (EE MRIO) table for 34 Indonesian provinces is integrated in the global EE MRIO EXIOBASE with data for 43 countries and 5 rest of the world regions. Emissions from consumption are detailed by product and their points of origin, while emissions from production are detailed by industry and their destinations. Our results show the heterogeneity of Greenhouse Gas (GHG) emissions under both sides. The Java region is a net importer of carbon emission, while Sumatra and Kalimantan are net exporters. In the global context, the Asia Pacific region plays important role in national GHG emissions. Services product contributed 57.1% of national consumption-based GHG emissions, followed by manufacture (30.6%), and agriculture (12.3%). On the national level, 63.5% of national GHG emissions are related to household consumption. There is a high disparity across provinces in Indonesia in carbon footprints. Provincial average per capita carbon footprints vary from 2 t CO2e/capita in East Nusa Tenggara to 13.84 t CO2e/capita in East Kalimantan. Carbon intensity also varies from 0.83 kt CO2e/M Euro in Jakarta to 2.37 kt CO2e/M Euro in North Kalimantan. Agriculture and food products dominate household carbon footprints, while construction leads in government carbon footprints. Utilities and transportation services play important roles on national carbon intensities. We further correlated the Human Development Index (HDI) with per capita carbon footprints and expenditure, and find that provinces with similar GHG emissions and expenditure per capita income as Java, tend to have a lower HDI. Understanding development status and province-level characteristics is important for selecting policy strategies.

THE IMPACT OF SERVICE QUALITY, PRODUCT QUALITY, AND BRAND IMAGE ON CUSTOMER LOYALTY THROUGH THE MEDIATION OF CUSTOMER SATISFACTION AMONG PRIMA FRESHMART CUSTOMERS

As the retail industry for fresh produce in Indonesia becomes increasingly competitive, it creates an urgency for retailers to maintain relevant position in the market. Retailers need to cultivate loyal customers to ensure sustained performance and growth. Prima Freshmart, a specialized retailer that focuses on poultry products, is currently dealing with the challenge of having low customer loyalty rates based on the results of a preliminary survey. In order to understand how service quality, product quality, and brand image impact customer loyalty among Prima Freshmart's clientele, a study was conducted with 194 participants who completed questionnaires. The data was then analyzed using SmartPLS 4 software. The findings indicate that service quality, product quality, and brand image have a significant and positive influence on customer satisfaction. Furthermore, customer satisfaction has a significant and positive effect on customer loyalty and acts as a mediator in the relationship between service quality, product quality, brand image, and customer loyalty. These discoveries offer potential guidance for Prima Freshmart's management to enhance service quality, product quality, and brand image in order to improve customer satisfaction and loyalty. This research provides valuable insights that can be applied to both theoretical and practical aspects of customer retention strategies in the retail sector.