Satisfaction Level Of Services Research Articles

Ambulance service satisfaction level and associated factors among service users in Addis Ababa, Ethiopia

IntroductionPre-hospital ambulance service is the most important part of healthcare service. Client satisfaction with the service indicates the degree of adaptation to the appropriate quality and quantity of services. Patients’ dissatisfaction with the service can affect their expectations of the overall services that they will receive later in the definitive care facility. However, it is not a well-addressed area in developing countries, including Ethiopia.ObjectiveThis study aimed to identify the ambulance service satisfaction level and associated factors among service users in Addis Ababa, Ethiopia.MethodsA cross-sectional study was conducted in five governmental hospitals in Addis Ababa city. A face-to-face exit interview technique was employed on a total of 410 consecutively selected participants using a pretested tool developed from similar sources. The cleaned data was entered into the Epi-Data Manager 4.6 version and then exported to SPSS version 26 for analysis. The dependent variable was dichotomized into satisfied and unsatisfied to compute bivariate logistic regression. In the multivariate logistic regression model, predictors with a p-value < 0.05 at the 95% CI were considered to have a significant association.ResultA total of 410 respondents were included in the study. The mean of participants’ responses regarding ambulance personnel, call operator, treatment on the scene, and ambulance subscale was 3.64, 3.48, 3.40, and 3.43, respectively. The study found that only 21.5% of participants were satisfied by the ambulance service they received. There was a statistically significant association between ambulance service satisfaction and age (AOR = 3.52, 95% CI: 1.01–12.36), monthly income (AOR = 3.13, 95% CI: 1.41–6.94), ambulance response time (AOR = 10.33, 95% CI: 2.09–51.06), type of ambulance used (AOR = 4.55, 95% CI: 2.19–9.43), and previous ambulance usage (AOR = 2.33, 95% CI: 1.34–4.05).ConclusionThe study found a low level of satisfaction among ambulance users. The findings suggest that ambulance personnel performance is a key determinant of user satisfaction, while treatment at the scene and in the ambulances, and call operator areas require improvement. Age, monthly income, ambulance response time, type of ambulance, and previous ambulance use also influenced satisfaction. Improving the quality of services, reducing response time, and ensuring call operators are trained are vital steps to enhance satisfaction.

The Health Arab Tourists’ Satisfaction Level of Services Provided: A Cross-sectional Study in Bangalore-Cross Sectional Study

Introduction: An indication of the quality of medical treatment is how satisfied patients are with the services received. Patient satisfaction is determined by how well they feel their care met their expectations. This survey was conducted in 2023 to assess how satisfied health tourists were with the services received from Bangalore Multispecialty hospitals. Method: It is a cross-sectional study was conducted from 21-3–2023 to 26-1-2023 at Multispecialty Hospital in Bangalore. : In this a cross-sectional study, 400 253 (63.2%) men and 147 (36.8%) women, the data collection instrument is a semi-structured questionnaire in this study. The respondents of this study are Arab tourists who received inpatient and outpatient services at least one day at hospitals. The hospitals were selected purposively but the potential respondents were chosen conveniently. These procedures ensure the researchers access a sufficient number of potential respondents from the hospitals for this study. Researchers of this study approached the respondents and requested they participate in this survey. The researchers informed participants that the information would be utilized only for research purposes and their support was anonymous and voluntary. The questionnaire has 56 general and specific items. Each of the specific items is scaled on five points; Very Good, Good, Moderate, Poor and very poor. In order to analyze the data both descriptive and inferential statistics were used Patient satisfaction and surgical outcomes were the main outcome measures. Results: 400 participants were included in the study (63.2% male and 36.85% Female). 79 of the surgeries were Neurosurgeries cases (19.8%) compared to 75 Oncology cases (18.8%). Regarding patient satisfaction, 96.8% of the patients regarding the quality of care. 66 % were satisfied with the hospital privacy and confidentiality measures. Conclusion: All of the Analyzed domains had excellent patient satisfaction rates, little problems, and successful surgical results in general. There is few things make patients unsatisfied like the waiting time for consultation so long, the method of payment in some hospital that there is limitation for cash payment ,and the language barrier the important factor play the major role.

Examining the health service satisfaction levels of children with visual impairment

It is aimed to examine the difference between the satisfaction levels of children with visual impairments with the health services they receive according to some variables. The study examining the satisfaction levels of children with visual impairments with the healthcare services they receive is descriptive and was conducted between 1 August 2023 and 12 October 2023. The study population consisted of children with visual impairment. The sample consisted of 120 visually impaired children who voluntarily participated using the simple sampling method from the non-probability sampling method and were selected with their own and parental consent. Data were collected online with the support of the children’s parents. Sociodemographic data form (gender, age, educational level, disability level, social security) and health service satisfaction scale were used to collect data. SPSS 25.0 data analysis program was used to statistically analyze. Notably, 33.3% (66.7%) of the children with visual impairment were girls (boys). Regarding educational level, 51.7%, 34.2%, and 14.2% were primary-school, secondary-school, and highschool students, respectively. Visually impaired children participating in the research; The relationship between sociodemographic factors (such as gender, health insurance type, educational status, disability level, age) and the health service satisfaction scale was found to be high and showed a significant difference (p &lt;0.05). Sociodemographic factors are important for evaluating satisfaction with health services among children with visual impairment. Future studies should examine satisfaction with health services among children with visual impairment and address relevant problems. Since studies on the level of utilization of health services in children with visual impairment are insufficient and the reason for this is difficult in terms of specificity and accessibility, providing alternatives to research in this field will guide future research.

Particle Swarm Optimization for Optimizing Public Service Satisfaction Level Classification

This research aims to categorize survey data to determine the level of satisfaction with the services provided by the village government as a public service provider. Villages or sub-districts currently offer services in response to community demand, although only partially or as efficiently as possible. The data collection technique used was distributing questionnaires to the village community. The method used for classification is the machine learning method. Before the classification process, feature selection is carried out at the data pre-processing stage using Particle Swarm Optimization (PSO), which has been proven to increase the accuracy of the classification values. The classification methods employed include Decision Tree (DT), Naive Bayes, Support Vector Machine (SVM), and K-Nearest Neighbor (KNN) algorithms for classification purposes. This study achieves the maximum level of accuracy in decision tree classification, attaining an accuracy rate of 97.74%. Subsequently, the KNN algorithm achieved an accuracy of 77.90%, the Nave Bayes algorithm achieved 64.4%, and the SVM algorithm, which yielded the lowest accuracy value, achieved 59.90%. Following the application of Particle Swarm Optimization (PSO) for optimization, the accuracy of the SVM and KNN algorithms improved to 98.3%. The Decision Tree algorithm achieved a value of 97.77%, while the Naive Bayes technique yielded a value of 69.30%.

Utilization and Satisfaction of Community-based Health Care Services among Older Adults

The COVID-19 pandemic has a significant impact on the capacity of health systems to continue to provide critical services. As healthcare systems around the world face a growing demand for care for patients with COVID-19, it is vital to maintain preventive and curative services, especially for the most vulnerable populations, the elderly and the elderly living with chronic diseases. The purpose of this study was to determine the level of health service utilization and satisfaction of older adults amidst COVID-19 pandemic. The study used a descriptive- correlational research design that was conducted in a selected barangay in the city of Caloocan. The purposive and snowball sampling method was used to select respondents and must meet the following criteria: elderly between the ages of 60 and 74, and using health care services. The data collection was carried out through a series of questionnaires with an informed consent form through online platforms. Based from the data gathered, the strength of the relationship is indicated by the correlation coefficient with a score of. 795, which is greater than 0.70 shows a high correlation between the two variables. This means that when the level of utilization of community-based services of the respondent is high, their level of satisfaction with health care services increases as well. Overall, it is important to prioritize the level of utilization and satisfaction in community-based healthcare among older adults as it is used as an indicator for measuring the quality of healthcare. The level of utilization among older adults is inclined to their level of satisfaction, in which respondents are highly satisfied with their usage of services in terms of accessibility, availability and affordability of the community-based services. Moreover, demographic profile of respondents has no significant difference, which indicates that respondent’s level of satisfaction in community-based services is affected by their level of utilization of services in their barangay health center. Health services, if used by the elderly, can lead to satisfaction. Therefore, the promotion of the various health services is strongly encouraged to reach not only a few, but the whole population.

A Study of the Effect Automatic Teller Machine Banking on Customer Satisfaction: The Case of Zambia National Commercial Bank

This research investigates the impact of ATM banking services on customer satisfaction, utilizing an exploratory approach to evaluate the satisfaction levels of ZANACO ATM services in the Lusaka District. The specific objectives include assessing the availability, performance, security, and challenges faced by customers when using ZANACO ATM systems. The study focused on customers of ZANACO Bank in the Lusaka District, with a sample size of 150 customers representing various customer profiles. The study findings indicate that while ZANACO ATM services are generally available, there is some disagreement among respondents regarding the accessibility of these ATMs. Despite favorable ratings for performance, participants expressed concerns about long queues, transaction errors, and occasional cash shortages at ZANACO ATMs. Regarding security, respondents generally agreed that ZANACO ATMs are secure; however, challenges such as failed transactions, delays in resolving issues, and instances of ATMs running out of cash were identified. Furthermore, the study revealed no significant variations in results based on individual characteristics such as gender, age, education level, or customer tenure with the bank. Recommendations for ZANACO Bank include enhancing customer mapping strategies to improve ATM service accessibility, promptly addressing failed transactions (especially VISA transactions), and ensuring consistent availability of cash in all ATMs to minimize customer inconvenience.

Use of Net Promoter Score (NPS) in Hospital Marketing Strategy to Increase Patient Satisfaction and Loyalty

Net Promoter Score (NPS) in healthcare settings is scrutinized for its effectiveness in enhancing patient loyalty and service quality. This review explores its application in hospitals, aiming to elevate service quality, satisfaction levels, patient experience, and loyalty. Utilizing a comprehensive literature search spanning November 2013-2023, it examines NPS in hospital marketing strategies, highlighting its conceptualization and utilization. While NPS integration in hospitals globally is prevalent, criticisms persist regarding its validity and relevance, particularly concerning biases and predictive capabilities for sales growth. Despite its benefits in improving healthcare services, NPS demonstrates limitations in supporting healthcare enhancement initiatives. Its suitability as a tool for measuring satisfaction, predicting loyalty, and assessing patient experience remains uncertain and contingent upon contextual factors and service nature.

Analysis of student satisfaction with the quality of academic library services at state Christian religious higher education institutions

This study aimed to obtain accurate information about the student satisfaction level with academic library services in State Christian Religious Higher Education institutions and to evaluate the performance of each attribute service. A quantitative approach involving descriptive statistical methods was used. For data collection, a questionnaire comprising 16 statements, validated by five experts, was employed and the data were gathered from 382 students across three participating State Christian Religious Higher Education institutions. The data analysis employed descriptive statistical methods and involved the use of the Customer Satisfaction Index (CSI) formula and the Importance Performance Analysis (IPA) method. The results showed that the percentage of overall student satisfaction level for academic library services was 66.24%, indicating students were largely content with these services. However, there was room for improvement in the performance of these services. This study identified certain service attributes such as internet accessibility, library collection, library catalog system, timeliness of library opening and closing, library staff readiness, and the speed of library staff in handling requests, which were found to provide low satisfaction levels to students. A comprehensive performance evaluation for each academic library service attribute resulted in a mapping visualized through the four quadrants of the Cartesian diagram. The management of the State Christian Religious Higher Education must develop various facilities for library operational support and also staff competencies to improve the academic library services.

A web-based interactive decision support system for a multi-objective lot-sizing and production scheduling model

In the course of globalization and the corresponding steadily growing market dynamics, companies are faced with an increasing challenge to remain competitive. Therefore, the efficient use of the available resources, while maintaining a high level of service and customer satisfaction, is a key instrument for ensuring success. Within this framework, production scheduling can be seen as one of the most decisive operational activities of a manufacturing company, with the production orders being sequenced in a way that allows the achievement of an efficient allocation of the available resources. Furthermore, the correlated lot-sizing represents a crucial influencing factor in production scheduling. In this article, a novel methodology to solve multi-objective lot-sizing and production scheduling problems is proposed. Essentially, it provides an interactive three-phase framework that supports a procedure for simultaneous decision-making regarding lot-sizing and production scheduling. The main goal is not only to find an appropriate production schedule that best meets the decision-maker’s preferences but also to gain a deeper insight into the relationship among criteria and a better understanding of possible trade-offs between competing objectives. To guide the user through the whole decision-making process, a web-based interactive application was developed. The proposed methodology was applied to a case study regarding an automotive supplier company, revealing itself as a viable and practical technique able to solve real-world multi-objective lot-sizing and production scheduling problems in the manufacturing industry.

Factors related to satisfaction with community-based home aging services in Shandong, China.

This study investigated the satisfaction of current community-based home care services and its factors in adults aged ≥60 years. Using stratified cluster random sampling, we surveyed 1,494 older adults in Jinan and Qingdao, Shandong province, between 2021 and 2023. The baseline and satisfaction surveys were designed by our research team, and the questionnaires were conducted in the form of structured interviews. Kruskal-Wallis H-test and Logistic regression analysis were used to explore the influencing factors of satisfaction. The satisfaction was mainly affected by age (p = 0.007), marital status (p < 0.001), pre-retirement occupation (p = 0.003), economic source (p < 0.001), and mode of residence (p = 0.001) in the study of 1,494 older adults. Under the influence of multiple factors, the evaluation of older adults services, married [OR = 4.039, 95% CI: 1.176-13.877] were more inclined to be average, and their occupations were agriculture, forestry, animal husbandry, fishery, and water production workers [OR = 0. 237, 95% CI: 0.068-0.819] and production and transportation equipment operators and related personnel [OR = 0.153, 95% CI: 0.024-0.966] or [OR = 0.153, 95% CI: 0.029-0.820] tended to be more dissatisfied. The satisfaction level of community-based home care services is relatively high among older adults, and it is mainly affected by factors such as age, marital status, pre-retirement occupation, source of financial resources, and mode of residence. Addressing the emotional needs of older adults, lowering the cost of aging, and integrating health care and aging seamlessly are among the ongoing challenges that we need to tackle.

Analisis Faktor yang Mempengaruhi Tingkat Kepuasan Pelayanan Kantor Balai Desa Medang Deras Batubara

This research aims to determine the factors that influence the level of service satisfaction at the Medang Deras Village Hall office, Batubara Regency. Using a Quantitative Descriptive type of research with a sample of 96 respondents who are residents of Medang Deras Village. Data was processed using SPSS (Statistical Product and Service Solution) version 25.00. From this research it can be concluded that facilities influence community satisfaction. Village Official Behavior Variables have no effect on Services. Administration influences the Community Satisfaction Variable. The dominant influence on the level of service satisfaction is the administrative variable

Fuzzy Mamdani Model for Assessing the Level of Service Satisfaction for Requirements of Social Welfare Services at the "Prof. Dr. Soeharso" Integrated Center in Surakarta

Abstract-Service quality is one of the competitive advantages, because good service is one of the basic factors that can affect the comfort level of service recipients. Public services by the government apparatus today are still often found to be weak, so that they cannot meet the quality expected by the community. This study is intended to see how much service satisfaction is, and the effect of service levels on satisfaction levels based on Mamdani Model Fuzzy Inference System Logic. There are three input variables used namely clarity of information, ability of officers and availability of facilities and infrastructure to produce service satisfaction output. Based on the stages using Mamdani Model Fuzzy Inference System Logic starting from the formation of fuzzy sets, application of the implementation function, composition of the rules until the confirmation process (defuzzyfication), it can be proved the correlation between input variables so that it can determine the output of service satisfaction. The results of this study are expected to be used by the agency, as a support system for the decision on the results of the assessment given by the community for perceived services. The future development of this research will be re-tested by adding more variables and an interface will be created to facilitate the processing of the results of the quality assessment of public complaints services.

Analyzing patients satisfaction level for medical services using twitter data.

Public concern regarding health systems has experienced a rapid surge during the last two years due to the COVID-19 outbreak. Accordingly, medical professionals and health-related institutions reach out to patients and seek feedback to analyze, monitor, and uplift medical services. Such views and perceptions are often shared on social media platforms like Facebook, Instagram, Twitter, etc. Twitter is the most popular and commonly used by the researcher as an online platform for instant access to real-time news, opinions, and discussion. Its trending hashtags (#) and viral content make it an ideal hub for monitoring public opinion on a variety of topics. The tweets are extracted using three hashtags #healthcare, #healthcare services, and #medical facilities. Also, location and tweet sentiment analysis are considered in this study. Several recent studies deployed Twitter datasets using ML and DL models, but the results show lower accuracy. In addition, the studies did not perform extensive comparative analysis and lack validation. This study addresses two research questions: first, what are the sentiments of people toward medical services worldwide? and second, how effective are the machine learning and deep learning approaches for the classification of sentiment on healthcare tweets? Experiments are performed using several well-known machine learning models including support vector machine, logistic regression, Gaussian naive Bayes, extra tree classifier, k nearest neighbor, random forest, decision tree, and AdaBoost. In addition, this study proposes a transfer learning-based LSTM-ETC model that effectively predicts the customer's satisfaction level from the healthcare dataset. Results indicate that despite the best performance by the ETC model with an 0.88 accuracy score, the proposed model outperforms with a 0.95 accuracy score. Predominantly, the people are happy about the provided medical services as the ratio of the positive sentiments is substantially higher than the negative sentiments. The sentiments, either positive or negative, play a crucial role in making important decisions through customer feedback and enhancing quality.

Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat Pembuatan KTP-e Di Dinas Kependudukan Di Pencatatan Sipil Kabupaten Seluma

Public services under the process of making an E-KTP in Indonesia are not yet uniform with different levels of quality and up in each region. The conditions there were because the achievements of the recording results were asked that the upward target had not been determined, the achievement of the targets had not been achieved because there was still weak coordination between our departments, elements up and down related to the recording process were asked. The same thing is known that people's motivation in the recording process is still low, especially people who live in rural areas. The satisfaction of the people in Seluma Regency who receive services for making electronic KTPs is largely determined by the quality of service for officers at the Dukcapil Office. The level of service satisfaction for making electronic ID cards is explained by the dimensions on the quality of public services (Zeithaml, 2013), on the dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The research problems found were (1) how is the community's response to the quality of public services in the process of making an E-KTP (2) Does the quality of public services affect people's satisfaction in making KTP-E at the Dukcapil Office of Seluma Regency. The analytical method used is multiple linear regression, the number of samples is 95 respondents. The results of the questionnaire were tested for validity and reliability as well as the classical assumption test to find out whether the resulting upward equation met the validity of the data. The Sturges interval scale in the study was to determine the perceptions of respondents, a partial test (t-test) was used simultaneously (F-test) to answer the proposed hypothesis. The results of research into (5) the dimensions of the quality of public services; reliability, responsiveness, assurance, empathy, and tangibles received a "Good" category response from the community in the process of making the KTP-E. Partial test results (t-test) on the dimensions of reliability (X1), Responsiveness (X2), and Tangibles (X5) obtained positive and significant results according to the Assurance (X3) and Emphaty (X4) dimension diagrams that have positive and significant results on community satisfaction. Simultaneous test results (F-test) also note that the quality of public services has a positive and significant effect on community satisfaction.

ANALISIS PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVICE QUALITY ( SERVQUAL ) (Study Kasus Wisata Pulau Dodola Kabupaten Pulau Mototai)

Dodola Island Tourism is one of the tourist destinations located on Dodola Island, Morotai Island Kabupatean applies two Big Dodola Islands and Little Dodola. This study aims to determine the level of service quality and satisfaction of visitors or tourists in. Then find out how much influence the quality of service consisting of five dimensions, namely Physical Evidence, Reliability, Responsiveness, Assurance, Attention, on tourist satisfaction in Dodola Island Tourism with using Simple service quality (servqual) methods with SPSS tools. Data collection was carried out through literature study, field observation and questionnaire distribution to 25 respondents. The results of this study show that the level of service quality in Dodola Island Tourism is sufficient, while the level of tourist satisfaction is not good, because one dimension, namely Physical Evidence, is included in the category of not good. Therefore, Dodola Island Tourism needs to improve physical evidence is a dimension that has a limited presentation, which is 0.9698. This means that it is in the category of not good and is in the interval range of 0.9671, that is, it is in perception and expectation. Significantly to the satisfaction of tourists on Dodola Island Tourism.&#x0D;

Caregiver perspectives, experiences and service satisfaction, and health service utilization among families of children with developmental disorders at a tertiary center in a low-resource setting

BackgroundWe describe the health perspectives, experiences, and level of service satisfaction among caregivers of children with autism spectrum disorder (ASD) and those with global developmental delays (GDD) attending services at a tertiary paediatric center, and how these influence health services utilization (HSU). MethodsIn this cross-sectional study, we interviewed caregivers using pre-validated questionnaires to establish their health perspectives, family distress level, healthcare experiences and service satisfaction level. HSU was determined by a review of their medical records in the preceding year. We used descriptive statistics and logistic regression analysis to correlate these variables comparing households with children with ASD versus GDD. ResultsWe enrolled 240 children, 116 had ASD and 124 with GDD, within the age range of 3–8 years, and more males (2:1). Overall, most caregivers believed they had a low understanding of these conditions and that existing treatments were not effective. Both groups reported moderate family distress, mean of 3.3 /10 (SD 1.2), and moderate satisfaction level (68.3%). The mean annual frequency of visits was 12.5, but higher in GDD (13.3 vs 11.5). Overall, households that believed that therapy was able to control the illness recorded higher HSU (p = 0.003). Among families with children with ASD, lower family distress (p = 0.003), and higher general satisfaction (p = 0.06) predicted higher HSU. ConclusionCaregivers hold complex perceptions around these conditions that influence their service usage. There is a need to empower the caregivers, decentralize early intervention services, and adopt family-centered approaches in supporting families, to improve service compliance.

Analysis of Sharia Kalsel Bank Service Quality in Banjarmasin City Using the Importance Performance Analysis Method

Purpose: The purpose of this research is to discover how the service satisfaction level of Sharia Kalsel Bank in Banjarmasin City is being improved using the use of importance-performance analysis.Design/Method/Approach: This study is a field study with a quantitative descriptive approach. Purposive sampling is a non-probability sampling technique that involves taking samples based as being a customer of Sharia Kalsel Bank for at least one year, with a sample of 100 respondents.Findings: This study show that the service quality of Sharia Kalsel Bank in Banjarmasin City does not meet the criteria for excellent or best service because there is a gap between the average value of performance level and the average value of interest/importance level. The following service factors are identified as needing to be improved on a priority basis using the Cartesian diagram: 4 (Provide service within the estimated time), 7 (Fast service), 14 (Employees give individual (personal) attention to customers regardless of social status), 15 (Full attention of employees to give service for customer), 16 (Prioritize customers need), and 17 (Employees who understand customer needs), 23 (Contracts used in accordance with Al-Quran Hadith, and DSN Fatwas).Originality/Values: The results of measuring the level of customer service satisfaction and the proposed priority actions that can be taken to improve the quality of service at Bank Kalsel Syariah Banjarmasin City.

Level of service satisfaction of health BPJS patients with drug services at pharmacy X Sibolga City

Health-related issues are one of the most pressing needs of society. Indonesia has government-run health insurance that is directly under its control. When patients obtain services that are considered appropriate or above expectations, patient satisfaction is achieved. This research uses a survey research approach and is descriptive. Surveys distributed to respondents were used to collect data. Eighty respondents who met the inclusion requirements were sampled. The data used is primary data, information obtained directly from respondents, with data collection methods such as providing questionnaires, which are filled in by the respondents themselves and sent back to the researcher. The findings of the study, which were based on SPSS patient characteristics analysis, showed that females accounted for the most significant percentage of respondents (43), followed by the 46-55 years age group (32.5%) and housewives (27.5%), (n=26; 32.5%) had the highest hypertension diagnosis on SPSS analysis, while (n=18; 69%) had the highest drug name of amlodipine. The results, according to the Servqual model, showed that the guarantee dimension had the largest average of 98%(Assurance), while the responsiveness dimension had the lowest average of 92% (waiting time).

Relationship between BCA TBK KCP Tidar Surabaya Customer Service Communication Style and Customer Service Satisfaction

This research is a study that examines the influence of the communication style of BCA customer service Tidar sub-branch offices on the level of customer satisfaction. research uses quantitative methods, quantitative methods are defined as research methods used to examine certain populations or samples, data collection uses research instruments, data analysis is quantitative statistics, with the aim of testing the hypotheses that have been set. This study collected data by filling out the Google form technique. In providing satisfaction to BCA customers, customer service is the spearhead in serving customer complaints. Communication between customer service and customers is one of the important factors that can influence a customer's assessment of BCA. Interpersonal communication is one of the customer service efforts to achieve customer satisfaction. The results of this study indicate that there is a relationship between the two variables which is considered very strong, the conclusion is based on the correlation table used as an indicator of the strength and weakness between the two variables. It can also be concluded that the hypothesis is accepted, namely that there is a significant influence of the communication style of BCA Tbk customer service at the Tidar Surabaya Sub-Branch Office on the level of customer service satisfaction.

IMPROVING THE METHODOLOGICAL BASIS FOR EVALUATING THE EFFECTIVENESS OF SERVICES PROVIDED IN RETAIL CHAINS

This article examines the scientific-theoretical aspects of approaches to evaluating the effectiveness of services provided in retail trade networks. A methodological approach to the management of retail network services based on factors and conditions for improving the efficiency of customer service processes has been developed. Based on this methodological approach, methodological approaches have been developed to assess the level of service, customer loyalty, service quality, and customer satisfaction. On the basis of N. Kanoʻs method, directions for forming a set of main service attributes from the point of view of customers are proposed.