Service Satisfaction Research Articles

Literature Review : Dampak Merger Bank Syariah Indonesia (BSI) Terhadap Karyawan dan Nasabah

This research aims to analyze the impact of the merger of Bank Syariah Indonesia (BSI) on employees and customers, using a literature review method that follows PRISMA guidelines. Data were collected from Google Scholar with related keywords, yielding 6,590 results, and 10 relevant articles were selected based on inclusion and exclusion criteria. The research results show that the merger of three state-owned sharia banks, namely Bank Syariah Mandiri, BNI Syariah, and BRI Syariah aims to increase competitiveness and efficiency in the national financial system, as well as provide better services to customers. In this merger, employees experience changes in organizational structure and work culture, and welfare, which requires a process of adaptation and adjustment. Meanwhile, the impact for customers of this merger is to offer convenience and comfort in banking services. Overall, this merger has had a positive impact in terms of improving service quality and satisfaction for both BSI employees and customers.

Assessment of Service Satisfaction at Amul Preferred Outlets (APOs) with Respect to Vasudhara Dairy's Staff Society Offerings

The Indian dairy industry is responsible for the world's largest milk production, with key players including Amul, Mother Dairy, and others. Amul Parlours are special establishments where the complete line of Amul goods are kept and sold. Understanding the constraints and challenges faced by Amul parlour owners is vital for the improvement of Amul. This paper examines the satisfaction of Amul Preferred Outlets (APOs) owners with the services provided by Vasudhara Dairy - Staff Society. Primary data were gathered with the help of a questionnaire. A sample size of 98 from three districts (Valsad, Navsari, and Dang) was selected for this study. The results of the study show that APO owners usually have no problems with placing orders or receiving them on time. However, there is room for improvement in terms of lowering the number of broken products delivered, ensuring accurate product lists, delivering products in case of emergency, and handling orders that are ignored. It was observed that APO owners express interest in new product categories such as ready-to-eat, ready-to-cook, non-dairy beverages, protein-enriched products, and dairy-based desserts.

Pemanfaatan Artificial Intellegence (AI) dalam Meningkatkan Inklusi Ekonomi dan Keuangan

In the current digital era, economic and financial inclusion is a crucial issue in various countries including Indonesia. The use of artificial intelligence (AI) has great potential to improve economic and financial inclusion by providing easier, more efficient, and affordable access to financial and economic services for those who were previously marginalized. This research aims to identify Artificial Intelligence (AI) can be used to provide more inclusive financial services to those who are underserved, as well as to analyze its impact on the overall economic welfare of the community, especially Gorontalo city. This research used a descriptive qualitative approach, involving case studies and interviews with stakeholders. The results show that the utilization of Artificial Intelligence (AI) chatbots and virtual assistants has a significant impact on service and user satisfaction, as well as providing confidence in decision making so as to increase economic and financial inclusion for the community

Influence of service quality, destination facilities, destination image, and satisfaction on tourist loyalty in Pasar Lama Chinatown, Tangerang City

This study investigates the influence of service quality, destination facilities, destination image, and tourist satisfaction on tourist loyalty in the Pasar Lama Chinatown area of Tangerang City. Utilizing data from 400 respondents, the study employed structured questionnaires analyzed through descriptive statistics, reliability analysis, exploratory and confirmatory factor analysis, and structural equation modeling (SEM). The results reveal that service quality (β = 0.47, p < 0.001), destination facilities (β = 0.33, p < 0.001), and destination image (β = 0.4, p < 0.001) all significantly enhance tourist satisfaction, which in turn has a strong positive effect on loyalty (β = 0.58, p < 0.001). Direct paths also show that service quality, destination facilities, and destination image independently contribute to tourist loyalty. Bootstrapping confirms satisfaction’s mediating role between these factors and loyalty. Practical recommendations suggest prioritizing service quality improvements, facility enhancements, and a positive destination image to foster loyalty and promote tourism sustainability in Pasar Lama, China. These insights assist tourism managers in developing strategies to enhance long-term visitor retention and engagement in the area.

Water, sanitation, and hygiene service inequalities and their associated factors among urban slums and rural communities in Eastern Ethiopia

BackgroundUnderstanding the level of inadequate water, sanitation, and hygiene (WaSH) services in urban and rural settlements is crucial for prioritizing community interventions and resource allocation. However, there is a lack of evidence regarding discrepancies in WaSH services across rural and urban slum communities in Ethiopia.ObjectiveThis study aims to assess inequalities in households’ WaSH services and their associated factors among urban slums and rural communities in Eastern Ethiopia from February to April 2024.MethodsA comparative community-based cross-sectional study design was conducted, with study participants selected through stratified random sampling using proportional-to-size allocation. Data were entered into Epi Data version 3.1 and then exported to STATA version 17 for analysis. Bi-variable and multivariable logistic regression was conducted, and associations were reported as odds ratios (ORs) with 95% confidence intervals (CI), using a p-value less than 0.05 as the significance threshold.ResultA total of 278 urban and 301 rural households participated in the study, with a response rate of 94%. Key indicators showed that WaSH services were significantly better in urban areas compared to rural households. For example, 98% (95% CI: 96, 99) of urban households had access to an improved water source compared to 76% (95% CI: 71, 80) of rural households. The proportion of households with improved latrines was 44% (95% CI: 38, 50) in urban areas and only 14% (95% CI: 11, 19) in rural areas. Handwashing practices at all five critical times were reported by 52% (95% CI: 46, 58) of urban household heads, compared to 22% (95% CI: 18, 27) of rural households. Additionally, occupation (such as being a farmer, p = 0.000) and water service satisfaction (p = 0.000) were significantly associated with these key WaSH outcomes.ConclusionThe study revealed that the WaSH services in urban slums are considerably better than in rural households. Socioeconomic factors significantly influence the existing disparities in WaSH services. Stakeholders should focus on providing targeted, strategic support to communities to address the challenges in WaSH service provision.

Analisis Kepuasan Pengguna Sistem Informasi Manajemen Rumah Sakit Pelni dengan Metode SERVQUAL (Service Quality)

This study aims to analyze user satisfaction with the Hospital Management Information System (SIMRS) implemented at Pelni Hospital using the SERVQUAL (Service Quality) method. The SERVQUAL method is used to measure Service Quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research was conducted by distributing questionnaires to 31 respondents, including patients, medical staff, and administrative staff who actively use SIMRS. The results indicate that, overall, the quality of SIMRS services at Pelni Hospital is categorized as "Good" across all dimensions measured. The reliability dimension scored the highest (4.13), indicating that the system is reliable in providing services as promised. The assurance (4.06) and empathy (3.94) dimensions also received good scores, indicating that users feel safe and well-attended while using the system. However, the responsiveness (3.77) and tangibles (3.87) dimensions showed areas for improvement, such as the speed of response to user requests and improvements in the system's physical appearance, which can affect user comfort. The conclusion of this study is that SIMRS at Pelni Hospital provides adequate and satisfactory services, but improvements in the responsiveness and tangibles aspects are necessary to enhance overall user satisfaction.

Evaluating customer satisfaction in digital services companies: challenges and opportunities

This study investigates the factors that influence customer satisfaction in the dynamic landscape of digital service companies. The research addresses the growing need to understand customer perceptions in this rapidly evolving market, where traditional approaches to customer satisfaction may not fully capture the complexities of digital experiences. The study aims to identify the key factors that contribute to customer satisfaction in digital service companies, exploring the impact of factors such as ease of use, security, and customer support. A quantitative methodology, using surveys and statistical analysis, was used to collect and analyze data from a sample of customers of digital service companies. The results reveal that although customers highly value ease of use, speed of transactions, and security, other factors such as clear presentation of information and access to additional services also play a significant role in shaping their overall satisfaction. The study concludes that understanding and addressing these diverse customer needs is crucial for digital service companies to improve customer experience, foster loyalty, and maintain a competitive advantage in the digital marketplace.

The non-linear price effect on guest satisfaction of the Michelin-starred restaurants

ABSTRACT Existing studies on the price–satisfaction relationship in the tourism industry are limited, particularly those examining the causality in the restaurant industry. This study examines the effect of price on guest satisfaction based on a sample of 439 customers in 8 Taiwanese Michelin-starred restaurants during the period of January 2022 to April 2022. Theories suggest two opposite price effects on satisfaction: the positive price effect represents the signal of expected quality while the negative price effect is associated with the guests’ perception of sacrifice. The empirical results indicate an inverted U-shaped impact of the restaurant price on food satisfaction but the price does not affect service and physical environment satisfaction. Moreover, the restaurant price–food satisfaction relationship could be affected by the moderating influence of the star rating system to become a U-shaped function (for one-starred restaurants).

FACTORS INFLUENCING ONLINE PURCHASE IN OMNICHANNEL STRATEGY OF X STORE

This research explores the factors influencing online purchasing decisions within the omnichannel strategy of X Clothing Store, focusing on a sample of 100 respondents. Utilizing a combination of univariate until multivariate analyses, the study examines the relationships between various independent variables such as gender, age, promotions/discounts, online stock availability, customer service satisfaction, shipping speed, and product information and the likelihood of making online purchases. Findings reveal that a significant majority of respondents (72%) engage in online purchasing, with key factors such as promotional availability (78%), customer service satisfaction (72%), and clear product information (69%) being crucial determinants of purchasing behavior. The analysis indicates that younger consumers (ages 18-42) are more inclined to shop online, while women exhibit a higher likelihood of making purchases compared to men. Additionally, the results demonstrate that factors such as shipping speed and online stock availability significantly influence purchase decisions. The study underscores the importance of optimizing these factors to enhance customer satisfaction and increase online sales for X Clothing Store. Overall, the findings provide actionable insights that can inform marketing strategies aimed at improving the online shopping experience.

Recurring Network Node Performance Evaluation Model for Enhancing the QOS Levels in 6G Enabled WSN

Among the many promising qualities of the Sixth Generation (6G) are its ultra-dense connection, integrated sensing and communication, secure communication, very high data rate, energy and spectrum efficiency, and ultra-reliable low latency communication. Novel approaches to environmental protection and resource monitoring have evolved with new forms of communication networks made possible by technological advancements. When it comes to environmental research and science, 6G enabled Wireless Sensor Networks (WSNs) plays a key role. There are several fields that can benefit from WSNs, including robotics, environmental monitoring, medicine, and the military. The Quality-of-Service (QoS) is a critical concern in wireless sensor applications because to the increasing demand for their use in various domains. Because the resources accessible from sensors and the many applications operating over these networks have varied limits in nature and requirements, ensuring QoS in WSNs is complex and increasingly demanding. Delays, throughput, jitter, and other network-level indicators used to be the main focus of QoS efforts. In this research, a model for providing suitable QoS measures for WSN is proposed, including service, reliability, and availability, all of which contribute to the preservation of high-quality service. Availability, Dependability, and Serviceability are the parameters considered for providing QoS. 6G wireless networks are largely focused on enhanced intelligence, synchronization of resources and topology from beginning to end, and the inherent support for high-bandwidth, low-latency communication. With these features, cyber physical user experiences that are rich in context are feasible. As a result, defining and identifying the function of quality of experience in 6G networks is crucial, particularly for network administration. To optimize application service satisfaction, a WSN should learn to govern the network's overall performance based on QoS characteristics, which guarantee the transfer of information. This research proposes a Recurring Network Node Performance Evaluation Model (RNN-PEM) for enhancing the QoS levels in 6G enabled WSN. The proposed model when compared with the traditional models, provided enhanced QoS levels.

A Study of People's Satisfaction with Public Services of Tha Sala Subdistrict Administrative Organization, Tha Sala District, Nakhon Si Thammarat Province

Background and Aims: Public service, essential for societal well-being, must ensure benefits for the collective public through transparent, continuous, and equitable delivery. Assessing citizen satisfaction in areas such as accessibility, empathy, response time, convenience, and value is critical for enhancing public services and fostering trust and loyalty among citizens. Thus, this research aims to (1) study the level of service quality and level of satisfaction with public services of Tha Sala Subdistrict Administrative Organization. And (2) Investigate the intricate relationship between personal factors, service quality, and satisfaction with public services within the Tha Sala Subdistrict Administrative Organization, Tha Sala District, Nakhon Si Thammarat Province. Methodology: Convenience sampling was used in the study to poll 200 consumers of public services provided by the Tha Sala Subdistrict Administrative Organization with a 95% confidence level. While inferential statistics, such as Chi-Square tests and correlation coefficients, tested hypotheses on service quality and satisfaction, descriptive statistics were utilized to analyze demographic data. Content analysis was used to examine the open-ended responses. Results: The Tha Sala Subdistrict Administrative Organization provides the highest quality public services, excelling in investment, environment, social order, quality of life, and infrastructure. Satisfaction is also at the highest level, with top scores in accessibility, response time, and empathy. Personal factors like gender, age, and income do not affect satisfaction, highlighting the organization's fair and unbiased service. Conclusion: High satisfaction with accessibility, response time, and empathy is ensured by the excellent public services provided by the Tha Sala Subdistrict Administrative Organization in a variety of domains. Given that personal characteristics like gender, age, and income have no bearing on satisfaction levels, it is clear that the organization is committed to providing fair and impartial service.

Determinants of Citizen Trust in Public Institutions in Bangladesh

Institutional trust is an essential indicator in the governance mechanism involving citizens’ confidence in public institutions. The article main goal is to shed light on the theoretical insights into the field of trust in public institutions and what determines the degree of citizen trust in public institutions in Bangladesh. Methodologically, the article is a content analysis involving a literature review of vast secondary materials on books, journals, and websites regarding institutional trust which has been used, interpreted, and reinterpreted to validate the arguments. The article presents an analysis that cultural variables have the strongest overall effect on variations in citizens’ trust in public institutions in Bangladesh than institutional or performance variables. Social capital and authoritarianism tend to override the service satisfaction and quality of government variables in determining the trust level in public institutions in Bangladesh.

Exploring Consumer Satisfaction and Service Quality at Bhatbhateni Supermarket

Background: Customer satisfaction and service quality are pivotal to the success of businesses, particularly in the competitive retail landscape of Kathmandu. Bhatbhateni, as one of the leading retail chains in Nepal, plays a crucial role in offering a wide array of products and services. Understanding customer perceptions regarding service quality and satisfaction is essential for enhancing operational strategies and maintaining a competitive edge in this dynamic market. Objectives: This study aims to analyze the demographic profile of Bhatbhateni's customers, evaluate their perceptions of service quality and satisfaction, identify key service needs and expectations, and assess the likelihood of repurchase and recommendations among customers. Methods: A quantitative research approach was employed, utilizing structured questionnaires distributed to a sample of 120 customers of Bhatbhateni, selected through convenience sampling to ensure a diverse representation of gender and age. The questionnaire encompassed demographic inquiries and Likert scale items measuring customer satisfaction, service quality, and overall service experience. Data analysis involved descriptive statistics to summarize findings and identify trends in customer perceptions. Findings: The results indicated that the sample comprised 53.3% male and 46.7% female customers, with 61.7% of respondents aged between 15-25 years. A substantial 70.0% of respondents felt that Bhatbhateni understood their service needs effectively. In terms of satisfaction levels, 43.3% of customers reported being somewhat satisfied, while 12.5% expressed being very satisfied with the products. Moreover, 45.8% of respondents rated Bhatbhateni's quality management as good, and 41.7% positively rated staff responsiveness. Additionally, 48.3% indicated a high likelihood of repurchasing products, and 61.7% stated they would likely recommend Bhatbhateni to others. Conclusion: The study reveals a generally positive perception of service quality among Bhatbhateni's customers, highlighting key areas of strength and potential for improvement. Customer satisfaction is significantly influenced by the understanding of service needs and the quality of management. These findings suggest that Bhatbhateni is well-positioned for sustained growth through enhanced customer engagement and service delivery. Novelty: This research contributes valuable insights into the relationship between service quality and customer satisfaction within the specific context of Bhatbhateni, a prominent retail chain in Nepal. By employing a structured questionnaire and statistical analysis, the study adds to the limited existing literature on customer service perceptions in Nepal's retail sector. The findings can guide Bhatbhateni and similar businesses in developing targeted strategies to improve customer satisfaction and loyalty, ultimately enhancing business service management practices in the region.

Determinants of antiretroviral therapy adherence among people living with HIV in a poor urban setting in Ghana: a hospital-based cross-sectional study.

Without a cure, antiretroviral therapy (ART) continues to be the primary mode of managing HIV, transforming it from a formerly lethal disease to a less severe one. Adherence to ART can be impacted by several factors, including poor quality of care. A quantitative cross-sectional study design was used to assess the factors that influence adherence to ART among adults receiving care at two health facilities in Accra. A structured interviewer-administered questionnaire was used to collect data on factors associated with medication adherence using a modified four-item Medication Adherence Rating from 255 people living with HIV (PLHIV). Descriptive statistics were used to summarise the data, while multiple binary logistic regression was used to assess the factors influencing adherence to ART. Adherence to HIV medication was 44.7% among PLHIV. Adherence was positively correlated with high client health service satisfaction (adjusted OR [AOR]: 26.59, 95% CI 7.46 to 94.82, p<0.001), increased privacy at the HIV clinics (AOR: 3.40, 95% CI 1.40 to 8.21, p<0.007) and among PLHIV who had been diagnosed with HIV for ≥5 y (AOR: 7.59, 95% CI 2.76 to 20.85, p<0.001). Adherence to ART was significantly low among study participants. The study highlights the importance of maintaining privacy and confidentiality at the facility while ensuring client satisfaction with HIV care to promote adherence to ART.

Patient Satisfaction at Aisyiyah RSU Klaten

Patient satisfaction in hospital services can also be achieved from the service system provided by the hospital. Hospitals as health service institutions are required to provide fast, quality and affordable services to provide satisfaction for patients. The purpose of this study is to determine the influence of waiting time, service quality, officer attitude and information technology on patient satisfaction at Aisyiyah Klaten Hospital. The method of this research is quantitative descriptive. The number of research respondents was 120, which was determined by accidental sampling technique. The results of the study showed that waiting time (p value 0.000), officer attitude (p value 0.008) and information technology (p value 0.015) had a positive and significant effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten.The quality of service (p value 0.775) had no effect on patient satisfaction in health services at RSU 'Aisyiyah Klaten. The suggestion of this research is that information technology should be better and easily accessible so that patient satisfaction increases so that the quality of hospital services is even better. Keywords: satisfaction, service quality, officer attitude, information technology, waiting time

Unveiling driving disparities between satisfaction and equity of ecosystem services in urbanized areas

Rapid urbanization intensifies the challenges of achieving satisfaction and equity in ecosystem services (ESs). Beginning with a theoretical overview, we identify five pivotal challenges in managing urban ESs, forming the basis for our integrative analysis. Employing a multi-level analytical perspective, our research quantifies ESs satisfaction through supply–demand ratios and evaluates ESs equity via supply–demand Gini coefficient. Simultaneously explored the driving force relationship between these two dimensions. This study uses Guangdong Province, a typical urbanized area in China, as a case study to assess the supply and demand relationships of four regulating ESs: water retention, soil retention, carbon storage, and water purification. Our results highlight the disparity in ES management effectiveness across different scales while the overall assessments might suggest adequate or equitable ESs, localized assessments within cities and regions often uncover specific ESs issues. A pivotal aspect is that single-factor critical to ESs satisfaction or equity dimension may have limited or opposing importance in another, but interactive effects of multiple factors can effectively mitigate these divergent impacts through non-linear synergies. These insights not only reveal the multiplex impacts of natural–social–economic drivers on urban expansion but also guide the targeted development in different management scale, multi-dimensional management strategies to address these disparities. This approach enriches the discourse on sustainable urban development and provides a robust framework for addressing the nuanced challenges of urban ESs management.

Are the mothers admitted for childbirth in a tertiary care hospital satisfied with the health care services? A mixed methods study from Mangaluru, Karnataka state, India

ContextPatient Satisfaction is the strongest determinant of hospital functioning and is an indirect or proxy indicator of the quality of doctor. AimsThe study aims to assess maternal satisfaction with healthcare services during childbirth during hospital stay, explore factors influencing satisfaction, and assess the perceptions of both mothers and their bystanders regarding the healthcare services provided. Methods and materialIt is a sequential explanatory mixed method study conducted in the Obstetrics and Gynaecology department in a tertiary college hospital among 291 pregnant women admitted for childbirth. Quantitative data obtained using expert validated questionnaire was entered in an Excel sheet and analyzed using IBM SPSS Version 23. Descriptive statistics were reported as median (IQR) for continuous variables and as frequencies and proportions for categorical variables. Normality was tested using Shapiro Wilk test and to test significant difference in satisfaction scores across the variables Mann Whitney U test was used. For the qualitative phase, in-depth interview was conducted to explore factors determining patient satisfaction in healthcare services. ResultsQuantitative results showed that mothers were satisfied with the admission process, support given during breastfeeding, immunization and vaccination, health education and very satisfied with the privacy, doctors and nursing services, overall cleanliness. Qualitative results revealed the admission process was time consuming, overall cleanliness was poor, guidance on breast feeding and immunization and service provided by doctors and nurses are good. ConclusionThe study concluded that while mothers were generally satisfied with healthcare services, particularly with support during breastfeeding, immunization, and doctor and nursing services, there were concerns about the admission process and overall cleanliness.

The effects of service quality on relationship quality and loyalty in business-to-business electrical and electronics industry

PurposeThis study investigates the relationships between service quality, relationship quality (i.e. satisfaction, trust and commitment) and loyalty in the business-to-business (B2B) context.Design/methodology/approachA questionnaire was developed from a comprehensive literature review. It was verified by experts and statistical techniques. The data were collected from senior purchasing officers in 232 electrical and electronics companies in Thailand. Path analysis of structural equation modeling was used to analyze the hypothesized model.FindingsIt was found that service quality has a significant positive direct effect on satisfaction, trust and commitment. Commitment significantly affects loyalty, while service quality, satisfaction and trust do not.Originality/valueThis is one of the first examples of empirical research to examine the links between service quality, components of relationship quality and loyalty in the B2B electrical and electronics context.

Expectation, perception, and satisfaction of antenatal care services among pregnant women attending health facilities of Lumbini province, Nepal: a cross-sectional study

Background: Antenatal care (ANC) plays a crucial role in ensuring the health and well-being of pregnant women by providing regular checkups to identify potential complications and deliver important guidance on pregnancy and childbirth. While the expectations surrounding ANC services are shaped by user's individual needs and preferences, the quality of care experienced is largely determined by the service providers. The level of service quality significantly influences the utilization of ANC service, as women are more likely to use services that satisfied their expectations. This study aimed to assess the expectations, perceptions, and satisfaction levels of pregnant women concerning the ANC services offered by health institutions in Lumbini Province. Methods: An institution-based cross-sectional analytical study was carried out involving 2,986 pregnant women, selected through multistage cluster sampling. Quantitative analysis was carried out to calculate the perception, expectation, and satisfaction score. The SERVQUAL tool was utilized to measure expectation, perception and service quality gap. Results: The study involved 2,986 pregnant women, the majority of whom (76.7%) were aged 20-30 years, 38.5% were Janajati, most of them (32.5%) had a secondary level of education, and 78.8% were housewives. The expectation score was higher than the perception. Overall, only 67% of pregnant women were satisfied with the services. Conclusions: Significant disparities exist between the expectations and actual perceptions of ANC users, indicating a lower level of satisfaction among mothers with the ANC services. The study concluded that decreased satisfaction with the service is likely to reduce the trend of service utilization.

The multi-dimensionality of citizen satisfaction: A conjoint experimental approach

Current research demonstrated that many factors affect public satisfaction of government services. One central challenge for scholars is that citizen satisfaction is a multi-dimensional concept, yet most empirical tests focus on a small number of factors, and do not account for the simultaneous effects of the many factors. In this study, we present a comprehensive approach that accounts for this multi-dimensionality, and views satisfaction as dependent on two categories of factors: service-specific attributes, and performance comparisons. We assess the multi-dimensional nature of citizen satisfaction with a conjoint experiment, a methodological tool that allows us to test the causal effect of multiple factors operating at the same time. We use the conjoint design to investigate citizen satisfaction from every-day government services. The findings suggest that citizen satisfaction is driven by both groups of variables. Also, we find evidence for a negativity bias in public evaluations when service-specific attributes are involved: individuals' reported satisfaction is more sensitive to negative information like higher costs or unprofessional behavior by service providers compared to positive description of these factors. At the same time, we find that factors in the performance comparisons category create more balanced effects on satisfaction with respect to the information valence. The analysis reveals the drivers of public satisfaction of government services and the importance of key factors. The use of a conjoint design provides a more appropriate tool to tackle the multi-dimensional nature of a central public administration concept of citizen satisfaction.