Significant Predictor Of Customer Satisfaction Research Articles

Impact of Service Quality, Pricing Strategies, User Trust, and Technological Innovation in Indonesia's Online Transportation Services Industry

This study investigates the impact of service quality, pricing strategies, user trust, and technological innovation on customer satisfaction in Indonesia's online transportation services industry. Using a sample of 400 respondents, the research employs regression analysis to identify the relationships between these variables. The findings reveal that service quality is the most significant predictor of customer satisfaction, followed by user trust, pricing strategies, and technological innovation. The results highlight the interrelated nature of these factors, suggesting that improvements in one area can positively influence the others. The study underscores the importance of maintaining high service standards, establishing user trust, implementing effective pricing strategies, and leveraging technological advancements to enhance customer satisfaction. These insights provide valuable implications for practitioners aiming to optimize user experiences and foster loyalty in a competitive market.

Electronic Marketing Strategies and Customer Satisfaction of Commercial Banks in Port Harcourt, Rivers State

The study examined the relationship between Electronic Marketing Strategies and Customer Satisfaction of commercial banks in Port Harcourt, Rivers State. The study adopted the correlation survey research design. The target population of this study comprised of 21 registered commercial banks in Port Harcourt, Rivers State gotten through the Central Bank of Nigeria. Given a population of 21 banks which is less than thirty (30), the study adopted a census approach and undertook a study of the entire 21 banks with a focus on the staff (ICT personnel, Service Managers and Business Development Managers). To generate data for the study, sixty-three (63) copies of the questionnaire were given to the twenty-one (21) registered Banks in the frame of three (3) copies per bank. The questionnaire was structured on a four (4) point Likert scale. The data collected through the questionnaire were analysed using Pearson Product Moment Correlation. From the bivariate analysis carried out, it was discovered that electronic marketing strategies showed a significant relationship with customer satisfaction of commercial banks in Port Harcourt, Rivers State. It was revealed that content marketing showed a very strong and significant relationship with customer retention of commercial banks in Port Harcourt, Rivers State. Also, e-mail marketing showed a moderate and significant relationship with customer retention of commercial banks in Port Harcourt, Rivers State. The study concludes that electronic marketing strategies are significant predictors of customer satisfaction of commercial banks in Port Harcourt, Rivers State. The study recommends that banks should create content on various social media platforms as this would increase customer retention and they should adopt e-mail marketing in reaching out to customers. This would increase customer patronage and retention.

Factors Influencing Customer Satisfaction towards Internet Banking Service: Case Study of Vietnam

This study investigates the impact of service quality dimensions on customer satisfaction in the context of internet banking services in Vietnam. Using a quantitative approach, data were collected through a structured questionnaire from a sample of 934 customers of the ten largest banks in Vietnam. The five service quality dimensions examined in this study are Tangibility, Reliability, Assurance, Responsiveness, and Empathy. Correlation and multiple regression analyses were conducted to assess the relationships between these dimensions and customer satisfaction. The correlation analysis revealed that all five service quality dimensions had significant positive correlations with customer satisfaction, with Assurance having the strongest correlation, followed by Responsiveness, Empathy, Reliability, and Tangibility. The regression results indicated that all five dimensions were significant predictors of customer satisfaction, with Responsiveness, Reliability, and Assurance having the strongest relative impact. This study contributes to the understanding of service quality and customer satisfaction in the digital banking era, providing valuable insights for bank managers and policymakers to enhance service quality and customer satisfaction in the highly competitive Vietnamese banking market. The findings highlight the need for banks to prioritize Responsiveness, Reliability, and Assurance while also addressing Tangibility and Empathy to meet customer expectations and foster long-term customer loyalty.

Impact of Service Quality Dimensions on Citizens’ Satisfaction with Land Services in Rwanda.

Purpose: This study aimed to establish the correlation between service quality dimensions and citizen satisfaction with land transfer services in Rwanda. Methodology: The study employed a mixed research approach; in quantitative research, two two-stage simple random sampling techniques were used to select the sample to be surveyed while key informants were selected purposively from service seekers. Data were gathered from a sample of 422 service seekers who obtained land transfer services from January to December 2019 using a five-item Likert scale. Sixteen (16) key informant interviews were carried out with representatives of service seekers to gather their experience of the service received. A reliability test was conducted and produced a result of 0.932, which is greater than 0.7 indicating excellent reliability of the research tool. Findings: The findings indicate that all five service quality dimensions are positive and significant predictors of customer satisfaction. The predictive power of each of the five service quality dimensions is as follows: responsiveness (B: 3.349, SE: .4755, Exp. (B):28.473: P-value: 0.00<0.05); tangibles (B: 3.267, SE: .4969, Exp. (B): 26.231: P-value: 0.00<0.05); reliability (B: 2.747, SE: .4293, Exp. (B): 15.596: P-value: 0.00<0.05); empathy (B: 2.248, SE: .4362, Exp. (B): 9.467: P-value: 0.00<0.05) and assurance (B: 1.827, SE: .4490, Exp. (B):6.215: P-value: 0.00<0.05). Contribution to Theory, Policy, and Practice: The study established that the five service quality dimensions are significant and positive predictors of satifastcion and recommends that, where resources are limited, institutions should focus more efforts on dimensions (Responsiveness, Tangibles and Reliabiity) that predictor satisfaction more than others. It is also recommended that land service delivery model be redesigned in line with decentralisation policy and to fully digitize land services to ensure that, the time taken to process land transfer services is reduced.

The Relationship of Utilization of Digital Payment and Customer Satisfaction among DepEd Employees in Digos City

The research explored the relationship between digital payment utilization and customer satisfaction among DepEd employees in Digos City, with a specific focus on GCash services. It employs a descriptive-correlational design, analyzing responses from 100 DepEd employees to understand this dynamic. The findings indicate a high level of digital payment utilization and customer satisfaction, suggesting that digital payment methods are well-integrated and appreciated by the employees. A significant correlation exists between the frequency of digital payment use and customer satisfaction levels. This emphasizes the need for improved digital payment systems to enhance user experience and security. For instance, simplifying the transactional procedures, enhancing technical protection measures, and increasing the extent of digital payment use are identified as significant predictors of customer satisfaction, highlighting areas for potential improvement to increase satisfaction. The study underscores the importance of continuous innovation in digital payment systems to meet user needs and enhance satisfaction. The implications are particularly relevant for educational institutions transitioning to digital payments, as they can benefit from a more streamlined and secure payment process. The research recommends focusing on transactional efficiency, technical protection, and perceived benefits to improve user satisfaction and adoption rates. By addressing these areas, institutions can ensure that their digital payment systems are more user-friendly and secure, thereby increasing overall satisfaction and adoption. This study highlights the critical role of digital payment systems in modernizing financial transactions within educational institutions. Continuous improvement and innovation in these systems are essential to maintain high levels of user satisfaction and to support the broader adoption of digital payments.

The Drivers of Customer Satisfaction in Interactions with Virtual Agents: Evidence from South Africa

The advent of the fourth industrial revolution has increased the application of artificial intelligence in various marketing related activities. Organisations are increasingly using artificial intelligence through virtual agents to aid and facilitate interactions with consumers. Clearly, virtual agents need to be capable of fulfilling customer needs. However, it raises the question of whether they should be cold and unfeeling or should imitate the most innate human qualities. This research therefore set out to examine what impact humanness, perceived agency, trust, and emotionality have on customer satisfaction in interactions with virtual agents, or, more specifically, AI chatbots. A quantitative research design was employed in the study. Data were collected by using a survey questionnaire and a total of 207 respondents were obtained. Data were analysed using IBM SPSS 28, where a linear regression was performed. The results indicate that humanness and perceived agency were significant predictors of customer satisfaction. On the other hand, emotionality and trust were not significant predictors. The results of this research have theoretical and practical implications for both practitioners and researchers.

Service Quality and Institutional Image as Predictors of Customer Satisfaction in Municipalities of Perú

Objective: This research aimed to analyse the predictability of service quality and institutional image for customer satisfaction in municipalities in Peru. Theoretical framework: In this sense, one of the most important links between differentiation of services that can only be recognised and appreciated by the customer and competitive advantages or institutional image has become essential parts of organisations; it is the quality of services provided by public organisations such as municipalities that are under scrutiny and subject to evaluation and satisfaction of their users. Methodology: It was based on a quantitative, prospective correlational approach, with a sample of 352 users of municipalities in Peru. Results: An R2 of 0.460 was obtained, and the effect size was calculated with a coefficient of 0.851, which is considered a very high parameter above 0.350. The calculation of the significant statistical power resulted in a value of 1, which is considered very high. Furthermore, the standardisation coefficients have shown that service quality and institutional image are relevant, positive and significant predictors of customer satisfaction in Peruvian municipalities. Additionally, service quality was found to be the predominant predictor (beta=0.654). Conclusion: This study showed that there is a relationship between users' perceptions of service quality and institutional image and its predictive correspondence on their satisfaction. Citizens' satisfaction with the services provided by Peruvian municipalities was influenced to a greater extent by the public image of the entities. Originality/value: Service quality and institutional image influence customer satisfaction with Peruvian state organisations.

Factors Influencing Purchase Intention in Mobile Shopping Applications with Satisfaction as Moderating Variable

Mobile shopping applications have become popular in the Indonesian e-commerce industry, as mobile shopping provides a distinct shopping experience compared to browser-based shopping. This study seeks to investigate the attitudes of mobile shopping application users as they relate to purchase intention, with satisfaction acting as a moderating variable. Investigating these factors, it gives insights into the aspects that influence user satisfaction and purchase intention which can help business design sales and marketing strategies. This study also aims to fill gaps in the existing literature by categorizing perceived benefits into social value and hedonic value in order to determine their impact on satisfaction when users are using the mobile shopping application. Using online surveys, 307 Indonesian respondents are collected in total. This study's empirical findings indicate that perceived usefulness, perceived enjoyment, perceived risk, social value, and hedonic value are significant predictors of customer satisfaction (STT). Surprisingly, Satisfaction (STT) is found to be insignificantly influenced by Perceived of Use (PEU). Satisfaction (STT) was then found to have a significant effect on users’ purchase intention.

SERVICE QUALITY ACCEPTANCE ON LOW COST CARRIER

Perceived service quality is the foundation for comprehending transportation needs, as it influences consumers' selection of the numerous types of services that are continuously evolving. A company's success is determined by its ability to please its clients. This study's objective is to examine the influence of Electronic Word of Mouth (E-WOM) and Perceived Service Quality from Low-Cost Carrier on Brand Image, Customer Satisfaction, and Loyalty. Explanatory research employing a quantitative methodology will be used by the author for this study. This study used a non-probability sampling strategy with a purposive sampling method, meaning the selection of samples is not random but rather based on specified criteria, notably prior experience with LCC (Low-Cost Carrier) or low-cost airlines. Using an adapted SERVQUAL scale, 249 participants who were domestic travelers from Indonesia were contacted. SmartPLS 3 utilized Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate the research data. Perceived service quality was a significant predictor of customer satisfaction (β = 0.877, p = 0.000), corporate image (β = 0.607, p = 0.000), and customer loyalty (β = 0.456, p = 0.000), as indicated by the results. EWOM will increase consumer loyalty to low-cost carriers (β = 0.182, p = 0.028). On the basis of these results, LCCs should develop future strategic plans that significantly emphasize the enhancement of service quality metrics

Small Medium Enterprises Brand Gestalt: A Key Driver of Customer Satisfaction and Repurchase Intention

Purpose: There has been a lack of empirical research examining the relationship between brand gestalt, customer satisfaction, and repurchase intention. The present study aims to fill this theoretical gap by analyzing the influence of brand gestalt on customer satisfaction and repurchase intention in the context of Small and Medium Enterprises (SMEs). Theoretical framework: Brand gestalt is a crucial construct that explains the comprehensive perception of a brand held by customers, and its importance in constructing brand meaning is paramount. Design/methodology/approach: The study employed a quantitative survey approach, using purposive sampling to collect data from 344 SME customers in Manado, Indonesia. The hypotheses were tested using partial least squares structural equation model (PLS-SEM). Findings: The empirical results demonstrated that the four dimensions of brand gestalt (namely, story, sensescape, servicescape, and stakeholder) are significant predictors of customer satisfaction. Additionally, both brand sensescape and servicescape exert a significant impact on customer intention to repurchase, both directly and through the mediating effect of customer satisfaction. While the direct relationship between the story and repurchase intention was not found to be significant, this result provides support for the complete mediating role of customer satisfaction. Research, Practical & Social implications: These findings provide valuable insights for SME practitioners in formulating brand strategies, highlighting that an effective story, sensescape, and servicescape can lead to customer satisfaction and repurchase intention. Originality/value: This study contributes to the existing literature on SME branding by providing the first empirical evidence on the link between brand gestalt, customer satisfaction, and repurchase intention. Moreover, it can aid in the development of effective branding strategies and improve the competitiveness and performance of small businesses, which can have a positive impact on local economies and communities.

Why would telecom customers continue to use mobile value-added services?

This study seeks to explain why telecom customers would continue to use mobile value-added services (MVAS), including information, communication, entertainment, and transaction services. We developed a model based on the S-O-R paradigm and existing research on MVAS and mobile service quality, in which we hypothesize that customers' intention to continue using MVAS as a behavioural response (R) is a direct result of their satisfaction with the services and their perception of its value as affective and cognitive states (O), respectively. The developed model also recognizes the importance of mobile service quality (S) in terms of characteristics and features in developing customer satisfaction and perceived value. In this investigation, mobile service quality aspects: customer service, service content, and mobile network quality are utilized as stimuli. The data was collected from 371 respondents utilizing an online survey instrument. PLS-SEM with SmartPLS3 software was used for data analysis. While both customer satisfaction and perceived value have direct positive influences on continuance usage intention, the customer satisfaction effect is more significant, according to the structural findings. Moreover, customer service quality, service content quality, and mobile network quality were all discovered to be direct predictors of perceived value. In contrast, mobile network quality was not revealed to be a significant predictor of customer satisfaction. This paper is one of the few investigating the major factors contributing to the continued use of MVAS in the Arab world. This work adds to the growing knowledge on post-adoption in mobile services and business. This investigation provides crucial suggestions for decision-makers in the mobile telecommunications industry from a practical standpoint.

Relating Innovativeness to Customer’s Satisfaction in Public-Sector Banks: Moderating Role of Top-Management Support

In recent years, business organizations have been compelled to compete in the competitive environment and to advance innovativeness, provide improved product and service quality and respond effectively to dynamic demands and preferences. Studies on corporate entrepreneurship are now common in Pakistan. Although most of the studies tend to explore the link between corporate entrepreneurship & a firm’s growth, however, there is also a need to check the relationship of corporate entrepreneurship with other elements of growth. Therefore, this study tries to explore the effect of innovation as a part of corporate entrepreneurship on customer’s satisfaction with the reference of middle-level management of public sector banks. Data was collected through a structured questionnaire which was analyzed through SMART-PLS. The results indicate that there is a definite relationship between corporate entrepreneurship and customer satisfaction, whereas the support of top management is also a potent variable in the context of public sector banks. This study, therefore, will be beneficial for increasing understanding and theory building criteria. The empirical findings of the study also reflected that innovation is a significant predictor of customer satisfaction and moderation of top management support is significant to foster customer satisfaction. The study offers managerial implications and future research recommendations on the basis of the findings.

Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers' Satisfaction and Loyalty during the COVID-19 Outbreak.

Low-cost carriers (LCCs) in Saudi Arabia operate in a competitive, highly demanding environment. Customer-related attributes may be influenced by the levels of service quality in a no-frills airline, which might impact satisfaction and loyalty. Given the unique traveler and market characteristics of the aviation sector in the kingdom, we sought to investigate the impact of service quality of LCCs on customer satisfaction and loyalty and the perceived airline image. A total of 299 passengers at two international airports were approached using a modified SERVQUAL scale. Results revealed that service quality was a significant predictor of customer satisfaction (β = 0.46, p < 0.0001), airline image (β = 0.55, p < 0.0001), and customer loyalty (β = 0.16, p = 0.006). The responsiveness dimension was the most important dimension of service quality, since it predicted all other constructs (satisfaction, loyalty, and brand image). Airline tangibles and reliability were independently associated with brand image and loyalty, respectively. Based on these results, LCCs should tailor future strategic plans that rely heavily on improving different service quality measures, particularly the responsiveness domain.

Ease Of Use Dan Trust Terhadap Purchase Intention Melalui Customer Satisfaction Pada Situs Web Tokopedia

ABSTRACTThis study aims to analyze the ease of use variable is a positive predictor of purchase intention, to analyze the ease of use variable is a positive predictor of customer satisfaction, to analyze whether trust is a positive predictor of purchase intention, to analyze whether trust is a positive predictor of customer satisfaction and to analyze whether customer satisfaction is a positive predictor of purchase intention. The population used in this study were all users of web sites or Tokopedia applications in Indonesia. Considering the number of web site users or Tokopedia applications, the researchers took samples from the population to be respondents in the study. The research sample was collected from customers who use the Tokopedia website or application and are domiciled in the Greater Jakarta area. Hypothesis testing is done with the main data of 300 respondents. The technique in sampling in this study uses probability sampling techniques. The type of probability sampling used is the simple random sampling method. Data analysis tools were analyzed using SPSS ver 23 to measure the ease of use and trust variables of purchase intention through customer satisfaction in the Tokedia application and found that ease of use is a positive and significant predictor of purchase intention, ease of use is a positive predictor and significant to customer satisfaction, trust is a positive and significant predictor of purchase intention, trust is a positive and significant predictor of customer satisfaction, customer satisfaction is a positive and significant predictor of purchase intention.Keywords : ease of use, trust, purchase intention, customer satisfaction

Dynamic and Ordinary Capabilities: A Project Management Perspective

The project management literature has typically focused on project efficiency measures, such as time, cost, and quality, but rarely examined broader measures of project success, such as customer satisfaction and customer loyalty. In this article, we apply a resource-based theory framework and examine both ordinary and dynamic capabilities of the firm and their influence on customer satisfaction and repurchase intentions. We also include the firm's corporate reputation and explore its moderating influences on variables in the model. Data from 491 project managers indicate that one dynamic capability (relational) is three times stronger at predicting customer satisfaction than one of the ordinary capabilities (project). Another dynamic capability (product) is not a significant predictor of customer satisfaction. Customer satisfaction is the strongest determinant of repurchase intentions and fully mediate the impact of the firm's dynamic and ordinary capabilities on repurchase intentions. When the sample is split according to corporate reputation, for the group who saw the focal firm reputation ranked first in industry, the project (ordinary) capabilities and relational (dynamic) capabilities have similar influences on satisfaction. However, for the group who saw other firms’ reputation ranked first, relational capabilities are stronger than project capabilities at predicting satisfaction.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

Customer Satisfaction and Loyalty in Malaysian Resort Hotels: The Role of Empathy, Reliability and Tangible Dimensions of Service Quality

This paper applies the SERVQUAL model for the purpose of examining the impacts of the five dimensions of service quality on customer satisfaction and customer loyalty in the hotel industry in Malaysia, and to investigate which factors among said dimensions (tangibles, reliability, responsiveness, assurance and empathy) have a major role in affecting customer satisfaction and loyalty in relation to resort hotels. Questionnaires were used to collect quantitative data for this research by deploying a random sampling strategy to invite 136 hotel guests to complete the survey. The key findings indicate that empathy, tangibles and reliability have significant roles in affecting overall customer satisfaction in the Malaysian resort hotel sector but that responsiveness and assurance were not significantly influential. Empathy was the most significant predictor of customer satisfaction among all of the dimensions, and customer satisfaction has a positive relationship with customer loyalty in this context.

Customer satisfaction with Ijarah financing

Purpose The purpose of this study is to assess customers’ perceptions of Islamic banks (IBs) of customers who have used or intend to use Ijarah service to purchase a car. The study further examines the mediating role of clarity and accuracy (CAA) of service offered between customer perceptions and customer satisfaction. This paper focuses on connecting in quantitative terms customers’ perceptions of IB services to customer satisfaction by providing the first evidence of this relationship in the context of car Ijarah financing. Design/methodology/approach In this paper, a model is proposed to assess customers’ perceptions of the Ijarah service used by IBs to finance car purchases. The model connects customers’ perceptions to customer satisfaction with this Shariah-compliant service. The data are drawn from 300 randomly selected customers living in five major cities in Pakistan, and factor analysis and structural equation modeling are used to understand the patterns of correlation/covariance among a set of variables and to evaluate customers’ perceptions of Ijarah financing for car purchases. Findings The results of the study show a significant positive relationship between customers’ perceptions and customer satisfaction. In particular, the CAA of the services provided is a significant predictor of customer satisfaction. This paper finds that CAA is a partial mediator between customers’ perceptions and customer satisfaction. Research limitations/implications As this study is based on only one country and one simple car Ijarah financing product, the results cannot be generalized to the entire industry. Therefore, deeper research is needed in which data from other countries are used and a range of models and approaches are applied to secure knowledge about the multinational and multifactor variations of Ijarah financing. Practical implications In terms of their implications for IBs, the study results provide a basis for the banks to more effectively cater to their customers by improving the services offered in line with customers’ expectations and thereby increasing profitability. This investigation is much needed in academia and industry because the market share for Ijarah financing is growing and competition between IB products and conventional banking products is increasing. Originality/value This study presents the first endeavor to use exploratory factor analysis, confirmatory factor analysis and structural equation modeling to assess customer satisfaction in Ijarah financing using Pakistani banking clients’ data. This approach is also applicable to various IB financial products and Shariah contracts.

Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius

Abstract In today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.

Analyzing Online Customer Satisfaction

Online shopping is becoming more and more popular in China. This study investigates factors that might influence customer satisfaction towards online shopping. A theoretical framework was established to explain causal relationships between perceived benefits, perceived risks, trust in online shopping and customer satisfaction. Data was collected from 402 respondents who had experience in online shopping in mainland China. Correlations and regression analyses were done to reveal that three factors of perceived benefits (i.e., shopping convenience, product selection, and hedonic enjoyment), product risk, and trust in online shopping were significant predictors of customer satisfaction. Implications for e-marketers were discussed, and limitations and future research were presented.