Service Customer Satisfaction Research Articles

Influence of technological usage on customer service and customer satisfaction in the banking sector

Technology-based self-service banking enables customers to complete services for themselves without support from bank staff. The study investigated the influence of technological usage on customer service and customer satisfaction in the Nigeria banking sector in Nigeria. The study made use of two objectives, which specifically find out the influence of technological usage on customer services and the influence of technological usage on customers’ satisfaction. Two null hypotheses were formulated to guide the study. A survey research design was adopted. The population of the study were commercial bank customers in Ondo State, Nigeria. A purposeful sampling technique was used to select one hundred participants from ten commercial banks in Ondo State. Results of the study reveal that technological usage has a significant influence on customer service [F (l, 98) 194.244; there is a significant influence of technological usage on customers’ satisfaction [F (1, 99) = 27.452; p<0.05]. It was concluded that the use of technologies in customers’ services can be used to increase the efficiency of banks.

Navigating emotional labour: the role of deep acting in enhancing job performance and customer relations in the South African racecourse industry

This study aims to examine the effects of deep acting on employees employed at the racecourse. The objective of this study is to examine the effects of deep acting, a type of emotional labour, on the well-being and job performance of service employees in the hotel industry in South Africa. Additionally, the study intends to provide effective coping strategies to minimise any negative consequences of emotional labour. This study employs a qualitative methodology, utilising purposive sampling to choose eight participants from the racecourse industry. The data was gathered using semi-structured in-depth interviews, enabling a thorough investigation of the participants' experiences and perceptions. Thematic analysis was employed to examine the data and discover significant themes and patterns pertaining to the practice of deep acting and its effects. According to the study, sales assistants reported that deep acting was less stressful than surface acting. The practice of deep acting had a positive impact on the job performance and communication abilities of the sales associates, hence contributing to their professional development. Notwithstanding these advantages, certain individuals experienced a sense of being underappreciated by their employers due to the emotional work they performed. The results indicate that engaging in deep acting promotes a heightened sense of empathy towards clients and improves the performance of sales associates as a result of their cumulative work experience. This research emphasises the necessity for organisations, especially those in the hospitality sector, to acknowledge and endorse the emotional labour carried out by their employees. By acknowledging the beneficial aspects of deep acting and providing appropriate coping mechanisms, employers can help alleviate potential negative impacts on employee well-being. Acquiring this comprehension can result in improved management techniques that foster employee contentment and productivity. This study adds to the scarce body of scholarship on emotional work in the South African setting, particularly within the racecourse business. This study presents innovative perspectives on the impact of deep acting on service employees and provides practical approaches for efficiently managing emotional labour. The research highlights the significance of maintaining a balance between employees' self-management and their regulation of client interactions, which ultimately improves the overall quality of customer service and staff satisfaction.

Assessing The Effect of Digital Banking Services on Retail Banking Customers’ Satisfaction Levels in Lusaka’s Central Business District

Digital banking platforms have improved the way banks deliver their services to clients which has resulted in the gradual movement from brick and mortar to the use of digital applications such as mobile phones, iPads, laptops and ATM machines. The purpose of this study was to assess the effect of digital banking on retail banking customer service satisfaction levels in Lusaka Town. The study was guided by three objectives which were; to determine customers’ perception of the reliability of digital banking services in Lusaka Central Business District; to assess customers’ perception of the responsiveness of digital banking services in Lusaka Central Business District and, to examine customers’ perceptions of the security of digital banking services in Lusaka Central Business District. This study investigated customers' perceptions of digital banking services, focusing on reliability, responsiveness, and security, using a quantitative approach. Simple random sampling was used to collect data using a structured questionnaire with 5-point Likert scale. The researcher ensured that the respondents remained anonymous to avoid bias and that whatever information they provided would be treated with confidentiality. The researcher did not influence the responses provided by the respondents in anyway. The sample size was 150 and 140 respondents who are bank customers in Lusaka Central Business District responded. The response rate was 93.33%. The data was analysed using descriptive statistics, ANOVA, hierarchical regression, and correlation analysis. The findings reveal that customers generally perceive digital banking services positively in terms of reliability and responsiveness, with significant associations found between these factors and overall customer satisfaction. However, concerns remain regarding security, despite moderate confidence in digital banking security measures. The study underscores the importance of trust, transparency, and technological advancement in shaping customer perceptions. Recommendations for further research include exploring the impact of AI technologies, regulatory frameworks, and demographic differences on digital banking adoption and satisfaction. These findings contribute to understanding customer behaviour in digital banking and inform strategies for enhancing service delivery and customer experience in the financial sector.

Comparison of Alfamart and Indomaret Supply Chain Efficiency in Handling Consumer Demand in Indonesia

This study aims to provide a comparative analysis of the supply chain efficiency of two major retail chains in Indonesia, Alfamart and Indomaret, in handling consumer demand. The research focuses on key areas such as procurement, inventory management, distribution, and technology integration. Utilizing qualitative methods, including in-depth interviews with supply chain managers and document analysis, the study reveals that both companies have developed effective supply chain strategies. Alfamart is noted for its flexibility and speed of response, while Indomaret emphasizes stability and efficiency. The findings, supported by specific data on inventory turnover rates and distribution times, suggest that improved supply chain management can significantly impact product availability, customer service, and consumer satisfaction. Recommendations for both companies include optimizing logistics processes, adopting advanced technology, and enhancing collaboration with suppliers, aiming to reduce operational costs and increase consumer satisfaction. This study highlights the importance of continuous development and technology integration in supply chain systems to maintain a competitive edge in the retail market. By implementing tailored strategies, Alfamart and Indomaret can further improve their supply chain efficiency, thereby enhancing customer satisfaction and loyalty. References to relevant studies and journals support these conclusions, emphasizing the critical role of efficient supply chain management in the retail industry. The study's limitations and future research directions are also discussed to provide a comprehensive understanding of the topic.

The Nexus Between Quality Assurance Practices and Customer Service Satisfaction of Hotels in the Upper West Region of Ghana

The Nexus Between Quality Assurance Practices and Customer Service Satisfaction of Hotels in the Upper West Region of Ghana

Orientation on internal customer satisfaction in public administration

In the modern world, there is a constant increase in the role and importance of the customer who is achieving a dominant position in mutual relations in the organization. The situation is also noticeable in the public administration sector, where activities related to improving the functioning of the office, customer service and customer satisfaction are an important element of the development. The subject of the article is the analysis of the internal customer's opinion as an expression of building an orientation focused on the customer’s satisfaction in the public administration sector. The aim is to present the surveys on internal customer satisfaction that were conducted within the years 2012-2021 in a selected public administration unit. The conceptual basis of the terms public administration as well as the external and internal customer was also presented. The results of the research over the years and their discussion have been presented in the conclusion. The considerations undertaken in the elaboration lead to the conclusion that the orientation towards internal customer satisfaction in public administration is justified because it ultimately affects the level of public services provided, the quality of which is guaranteed, among others, by: stable and job-satisfied staff.

The Influence of Motivation and Workload on Job Satisfaction as Customer Service at PT Telkom Witel North Surabaya

PT Telekomunikasi Indonesia (PT Telkom) will carry out an organizational transformation known as the Five Bold Moves. The purpose of this research is to analyze the relationship between employee motivation and workload on customer service satisfaction at PT Telkom Witel North Surabaya. This study employs a quantitative strategy of the explanatory kind. Multiple linear regression analysis is used here. According to the findings, intrinsic motivation significantly affects occupational fulfillment. In other words, employee happiness rises in tandem with the quality of the company's incentives. Workload also affects morale in the workplace. So, the more responsibility an employee is given, the happier they will be in their employment. Then, both intrinsic motivation and a heavy workload boost happiness on the job. That is to say, job satisfaction increases with both intrinsic desire and a reasonable amount of effort. Given the significance of the study's independent variables in explaining workers' levels of contentment on the job, it is hoped that the findings presented here will serve as a springboard for further investigation into these and related issues by researchers in the future.

The impact of Covid-19 on how core and peripheral service satisfaction impacts customer satisfaction

The COVID-19 pandemic has done significant economic damage to the service industry and has also led to changes in how satisfaction with core and peripheral services impact overall customer satisfaction in services. In our study of 110,388 reviews of 145 major airlines from 2019 to 2022, we demonstrate how pre-pandemic, both core service satisfaction and peripheral service satisfaction impact overall customer satisfaction. However, we also observe that during the pandemic, the positive effect of peripheral service satisfaction on overall customer satisfaction is strengthened while the positive effect of core service satisfaction on overall customer satisfaction is weakened. Interestingly, these effects continue post-pandemic. Our results provide key theoretical and managerial implications.

The Succesful Reasons on Pang Dong Lai Supermarket

The essay uses Pang Dong Lai Supermarket in Henan Province as an example. First, it describes the basic circumstances of Pang Dong Lai Company. In a competitive market environment, Pang Dong Lai Supermarket continues to develop its business scale and market share by opening more branches in Henan Province and vigorously marching into surrounding provinces and cities. By constantly expanding its business scale, the supermarket is able to better meet consumer demand and improve its market competitiveness. In addition, the effect of service quality and after-sales service on the success of Chinese supermarket chains was investigated in terms of customer happiness, loyalty programs, and retail dynamics. According to the investigation, strong service quality and after-sales service are critical to supermarket performance and can help Pang Dong Lai Supermarket solve its challenges. Furthermore, the article underlines how employee wellbeing affects a company's ability to innovate, as well as the importance of customer service and employee satisfaction in economic success. Overall, service quality and after-sales support have a substantial impact on grocery companies' performance. To operate in a competitive market, supermarket chains must prioritize consumer requirements, enhance staff welfare, establish a positive brand image, and innovate to react to market changes.

Design and Development of Automated Control of Restaurant Robot

This paper presents a novel voice-controlled restaurant robot system designed to revolutionize the dining experience by seamlessly integrating advanced robotics and natural language processing technologies. The proposed system aims to enhance customer service, operational efficiency, and overall dining satisfaction by providing a user-friendly and interactive platform. .The restaurant robot is equipped with a comprehensive set of capabilities, including, voice recognition and manipulation. By leveraging voice control, users can interact with the robot using natural language commands, enabling seamless communication and intuitive control. This allows customers to effortlessly place orders The system's is comprises a mobile robotic platform, bluetooth modules, a cloud-based natural language processing, The voice control functionality is implemented through a sophisticated speech recognition system, enabling the robot to accurately understand and interpret user commands. .In addition to customer-facing interactions, the restaurant robot also assists restaurant staff in various tasks. Deliver food and beverages to tables, handle payment transactions, and perform routine cleaning tasks. By automating these processes, the system improves operational efficiency, reduces labor costs, and allows human staff to focus on highervalue activities such as customer engagement and culinary expertise. .To evaluate the performance and usability of the voice-controlled restaurant robot, a series of experiments were conducted in a real-world restaurant environment. The results demonstrated the system's high recognition accuracy, robustness in noisy environments, and its ability to effectively handle a wide range of user requests. .The proposed voice-controlled restaurant robot presents a promising solution for transforming the dining experience. It combines the convenience of voice control with advanced robotics, enabling seamless and interactive interactions between customers, staff, and the robotic platform. The system's ability to enhance customer service, operational efficiency, and overall dining satisfaction positions it as a significant advancement in the hospitality industry.

RECENT TRENDS OF CRM PRACTICES IN NATIONALISED BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY

In today’s competitive banking environment, Customer Relationship Management (CRM) has become essential for nationalised banks striving to enhance customer satisfaction and loyalty, especially in urban areas like Coimbatore City. This study aims to explore recent trends in CRM practices within nationalised banks, with a focus on assessing their effectiveness in improving customer service utilization and satisfaction. The problem addressed is the need for nationalised banks to adapt CRM strategies that meet customer expectations and maintain loyalty amid growing competition from private and digital banks. The research objectives are to analyze the effectiveness of CRM strategies in enhancing service utilization and to assess their impact on customer satisfaction in Coimbatore. A Descriptive Research Design was employed, and data was collected from a sample of 134 respondents using Convenience Sampling. The study uses statistical tools such as ANOVA, Correlation Analysis, and Multiple Linear Regression to examine relationships among CRM strategies, service utilization, and customer satisfaction. Key findings reveal that digital banking tools, personalization, and user-friendly interfaces are highly valued by younger customers. Moreover, locality and educational level significantly influence CRM effectiveness, highlighting the need for location-specific strategies. Recommendations include enhancing digital banking platforms, expanding ATM networks, and investing in customer service training to improve conflict resolution. In conclusion, effective CRM strategies are essential for boosting customer satisfaction and fostering loyalty, underscoring the importance of continual adaptation and innovation in nationalised banks’ CRM practices to meet evolving customer needs in Coimbatore City.

HUBUNGAN PELAYANAN KONSUMEN DAN FASILITAS PERUSAHAAN TERHADAP KEPUASAN KONSUMEN PADA PT. AVANT GUARD INDONESIA RINOVIAN RAIS

The Purpose of this study was to determine the effect of customer service and company facilities on customer satisfaction at PT Avant Guard Indonesia and to determine the variables that have a greater influence between customer services and company facilities on customer satisfaction at PT Avant Guard Indonesia. Based on testing with Chi square (X²), it is found that there is a significant relationship between customer service and customer satisfaction, or the better the service provided, the better customer satisfiction, For the relationship between company facilities and customer satisfiction, it is found that there is a significant relationship between company facilities and customer satisfaction, or the better the company facilities provided, the better customer satisfaction. From the calculation, it is also known that service has a greater influence, so that that the second Hypothesis can be accepted.

Effects of Information Communication Technology and Customer Service on Customers’ Satisfaction: A Study of the Courier and Parcel Industry in Nigeria

The study investigates the effects of information communication technology and customer service on customers’ satisfaction in the courier and parcel industry in Nigeria. Correlation design was used to investigate the relationship between the independent variables ICT and customer service and the dependent variable customer satisfaction. Questionnaire was administered conveniently to sample 220 customers of the courier and parcel industry in Nigeria, and data analysis carried out using SPSS version 21. The study revealed a significant relationship between ICT and customer satisfaction in the courier and parcel industry in Nigeria. Also, the study found a positive relationship between customer service and customer satisfaction in the courier and parcel industry of Nigeria. Practical implication for service managers and direction for future studies are presented.

Adopting Technological Innovations in the Air Cargo Logistics Industry in South Africa

Background: The air cargo logistics industry has been deemed reluctant to adopt new technologies for their business operations. So, this study aims to examine the adoption of technological innovations in the air cargo logistics industry in South Africa. The specific objective is to emphasise the effects of technologies on air cargo logistics operations to address the reluctance to adopt technological innovations in the industry. Methods: A questionnaire survey was conducted randomly on three hundred and seventy-three (373) cargo agents at the OR Tambo International Airport. The data were subjected to a nonparametric test with Kruskal–Wallis, exploratory factor analysis and regression analysis to explore the effects of technologies for prompt adoption and implementation of emerging innovations that enhance quality service delivery. Results: The study found that promptly adopting emerging technological innovations in the air cargo logistics industry promotes efficient operations, improves warehousing, and enhances cargo delivery services for customer satisfaction. Also, the study established that technologically driven operations and warehousing are significant determinants of quality service delivery in the air cargo logistics industry. Conclusions: This study encourages the prompt adoption and implementation of technological innovations for improved quality service delivery, customer satisfaction, and loyalty in the air cargo logistics industry.

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.

Penerapan Layanan Aplikasi Pegadaian Digital Service terhadap Kepuasan Nasabah di PT. Pegadaian CP. Medan Utama

PT. Pegadaian is one of the state-owned companies that carries out credit financing on the basis of pawn law. PT. Pegadaian (Persero) is present and is one of the companies that follows and always innovates in technological developments. One of the innovations they made was to create a digital application, namely Pegadaian Digital Service (PDS). Pegadaian Digital Service (PDS) is a web and mobile-based digital service innovation to make it easier for customers to carry out all Pegadaian product transactions and can be accessed via gadget. This research uses a qualitative approach with descriptive methods. The aim of this research is to discuss how to implement Pegadaian Digital Service Application Services for Customer Satisfaction at PT. CP Pawn Shop. Main Field. The results of this research are that many customers feel this application is very effective and helps them in carrying out transactions, but there are also quite a few who are not yet interested in using the application. This is still subject to further evaluation and still needs to be improved.

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.

Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service

As chatbots gain widespread adoption in online customer service, optimizing their inherent value and enhancing customer satisfaction emerges as an indispensable concern necessitating attention. Therefore, this study focuses on the effect of chatbot-expressed humor on customer service satisfaction from the perspective of emotional expression and constructs three mediating pathways (cognitive, emotional, and social). The results of two online and one laboratory-based experiment show that chatbot-expressed humor can significantly enhance customer service satisfaction. The impact of humor on service satisfaction was mediated by competence, entertainment, and social presence. Moreover, identity disclosure exerts a negative moderating influence on the association between chatbot-expressed humor and both service satisfaction and competence. Through this study, we hope to provide ideas for online service providers to adopt AI strategies and for product designers to improve the design of chatbots.

A Comparative Analysis of Individualism and Collectivism Effects on Customer Satisfaction in the Retail Sector: Examining Asian and Western Cultures

Customer satisfaction is the result of a customer's assessment of how well a service has performed, stemming from the differences between their initial expectations and the actual service they have encountered. While various elements play a role in shaping customer satisfaction, numerous factors come into play. This study focuses on exploring cultural differences, considering the multicultural environment of Malaysia. This is particularly intriguing since businesses in Malaysia cater to both local and international customers from Asian and Western regions. The objective of this study is to examine the correlation between individualism and collectivism about customer service satisfaction, with a specific focus on the retail sector involving multinational brands and diverse customers. The utilization of Geert Hofstede's Dimension theory is justified as it is a widely recognized framework for cultural differences research. A quantitative methodology was employed, surveying 103 participants, with 51.5% originating from Asian cultures and 48.5% from Western cultures. The findings demonstrate that while both individualism and collectivism significantly influence customer service satisfaction in the retail sector, collectivism plays a more significant role in determining overall satisfaction levels. To enhance the understanding of this topic, it is suggested that future studies expand beyond the Klang Valley area and explore additional explanatory variables that consider the impact of cultural differences on customer satisfaction.

Kepuasan Konsumen Pada Usaha Cafe Encasa Di Kelurahan Malalayang Satu Timur Kota Manado

This study aims to determine customer service satisfaction at the Encasa Café business in Malalayang Satu Timur Village, Malalayang District, Manado City. The research was conducted for 2 months from June to July 2023. The research place was held at Café Encasa which is located at Jalan Krida, Malalayang Satu Timur Village, Malalayang District, Manado City. The data collected in this study were obtained through primary data and secondary data. The sample was determined using accidental sampling technique as many as 30 respondents. The data analysis method used is descriptive data analysis, using Likert Scale measurements. Based on the results of the study, it can be concluded that customer satisfaction at Café Encasa in Malalayang Satu Timur Village, Manado City is 72.8% or consumers are in the satisfied category. The highest category in the catchability variable with a value of 80.9% with a very satisfied category, for the lowest category with a value of 66.2% with a satisfied category is in the reliability variable.