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Larosa, Michael, Eva Vestyne Lenty Halawa, Ajeng Prapti Astuti, Triyanti Purba, and Wirda Lilia. "Pengaruh Produk, Harga, dan Kepuasan Konsumen terhadap Keputusan Pembelian Konsumen di Toko Projeksus." Ekonomis: Journal of Economics and Business 5, no. 1 (March 20, 2021): 314. http://dx.doi.org/10.33087/ekonomis.v5i1.325.
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Customer's purchase decision is company's hope to sell product. To persuade customers to buy, company is willing to give the best quality of their product, also to give the special price, and to give maximum satisfaction to the customer. Therefore, this research was conducted to know the effect of product quality, price, and customer's satisfaction on customer's purchase decision partially and simultaneously. This research's method is quantitative descriptive analysis. The population are 258 customers who bought company's product, then become 72 repondents by the Slovin formula as samples. We use F test, T test, multiple linear regression, and classic assumption test as data analysis techniques using SPSS version 20 program. Data results show that partially, product quality and price have significant effect on customer's purchase decision. While customer's satisfaction doesn't have significant effect on customer's purchase decisions. Simultaneously, product quality, price, and sarisfaction have significant effect on customer's purchase decision. Customer's purchase decision can be explained by product quality, price, and customer's satisfaction by 46,50%, the rest 53,50% is explained by other variables that are not being researched.
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Ugolkov, Ievgenii, and Oleh Karyy. "Supporting the customer journey with digital instruments of marketing communications." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 2 (October 25, 2019): 109. http://dx.doi.org/10.17951/h.2019.53.2.109-119.
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<p>This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.</p>
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Hieu, Tran Minh, and Nguyen Duong Ngoc Mai Chi. "Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (August 16, 2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.564.
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This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.
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Slack, Neale J., and Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction." TQM Journal 32, no. 3 (February 19, 2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.
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PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.
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Suhendra, Asep Dony. "Pengaruh Kualitas Layanan dan Lokasi Terhadap Kepuasan dan Loyalitas Pelanggan pada Don’s Warnet Cikarang." Jurnal Studi Manajemen dan Bisnis 5, no. 1 (January 31, 2020): 56–63. http://dx.doi.org/10.21107/jsmb.v5i1.6618.
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Competition in the business world, especially the cafe industry shows an increasing trend. For some internet cafe managers, the importance of creating customer satisfaction and customer loyalty is very important and a primary goal. Managers of internet cafe services are now competing to improve optimal services to achieve these goals .Customer satisfaction and customer loyalty are expressions of feelings or impressions of everyone when using a product or service. This research aims to identify and examine the factors that may affect the customer's satisfaction and loyalty in Don 's Warnet Cikarang . With a sample size of 200 people , the research carried out on the visitors who have used the services of Don 's Warnet , and conducted by purposive sampling technique .The results show that customer satisfaction is positively and significantly influenced by the quality of service and location factors . As for the only customer loyalty is positively and significantly influenced by customer satisfaction factors . The moderating variable frequency of visits and customer's place of residence does not give significant results on satisfaction and customer loyalty .Thus , it can be concluded that in order to get satisfaction and customer loyalty , besides place the business location that is close to the customer's environment , Don 's Warnet should further improve the quality of services , especially in the field of reliability of internet access , responsiveness operators , security environment and a sense of empathy towards the customer . So the satisfaction perceived by customers , is expected to make a loyal customer to the products / services used .
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Kurniyanta, Aan, Tatik Amani, Siti Maria Wardayati, and Muhammad Saleh. "The Effect of Tangible Service Quality on The Performance of The Regional Office of Directorate General of State Assets Management West Kalimantan." GATR Journal of Business and Economics Review 2, no. 1 (March 8, 2017): 01–12. http://dx.doi.org/10.35609/jber.2017.2.1(1).
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Objective - The objective of this study was to test and analyze the public sector performance from the customer perspective. This research is to see that Directorate General of State Assets Management (DJKN) can determine the factors that influence its performance, and consistently maintain the performance that its provider. Moreover, it also aims to examine and analyze the effect of tangible service quality to public sector performance using multiple regression analysis to test the hypothesis. Methodology/Technique - This study uses purposive sampling method and obtained 58 respondents who are clients of DJKN Regional Office of West Kalimantan as the study sample. The data used is primary data collected through questionnaires. Findings - The results showed that the service time and the conditions of the office or facilities significantly affect the customer's satisfaction. While the service procedures, the cost of service, and the service staff did not significantly affect the customer's satisfaction. Novelty - The implication of this study is the DJKN Regional Office in improving the performance requires improvement in some aspects related to the customer's perspectives to improve the satisfaction of the customers which can encourage the achievement of better performance. Type of Paper: Empirical Keywords: Public Sector Performance; Customer Perspective; Tangible Service Quality; Customer's Satisfaction. JEL Classification: H83, M40.
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Mohammadhossein, Nastaran, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, and Shidrokh Goudarzi. "A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction." International Journal of Enterprise Information Systems 10, no. 1 (January 2014): 11–31. http://dx.doi.org/10.4018/ijeis.2014010102.
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The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their satisfaction in marketing companies. Personalized service, responsiveness to customer's needs, customer segmentation, customization of marketing, multichannel integration, time-saving and improving customer knowledge are the benefits that we proposed would affect customer satisfaction in order to significantly improve marketing performance. Additionally, the results reveal that all the benefits found, with the exception of time-saving, enhanced customer satisfaction. This paper contributes to the existing literature by incorporating the benefits of CRM for customers and the relationships of these benefits with their satisfaction in the proposed model.
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Bitner, Mary Jo, Bernard H. Booms, and Lois A. Mohr. "Critical Service Encounters: The Employee's Viewpoint." Journal of Marketing 58, no. 4 (October 1994): 95–106. http://dx.doi.org/10.1177/002224299405800408.
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In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the sources of satisfaction and dissatisfaction in service encounters from the customer's point of view; this study explores these sources in service encounters from the contact employee's point of view. Drawing on insights from role, script, and attribution theories, 774 critical service encounters reported by employees of the hotel, restaurant, and airline industries are analyzed and compared with previous research. Results generally support the theoretical predictions and also identify an additional source of customer dissatisfaction—the customer's own misbehavior. The findings have implications for business practice in managing service encounters, employee empowerment and training, and managing customers.
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Jahan, Noor Firdoos, and Hadi Salah Abdurrahman Atiat. "The Influence of Marketing Communication Tools on Customers’ Satisfaction Towards Mobile Phone Service Provider Companies in Jordan." Journal of Business and Management Studies 3, no. 1 (May 27, 2021): 58–65. http://dx.doi.org/10.32996/jbms.2021.3.1.6.
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The current study aims to identify the influence of marketing communications tools to achieve customer's satisfaction towards mobile phone service provider companies in Jordan by activating the marketing communications tools to achieve customer's satisfaction and identify the extent of its effectiveness on the mobile phone companies. In this study, the researcher used the descriptive and analytical approach method to describe the phenomenon in question, which evaluates the role of marketing communications tools to achieve customer's satisfaction concerning the mobile phone service providers' companies in the Hashemite Kingdom of Jordan. However, the study population represents all the companies of mobile phone service providers in the Hashemite Kingdom of Jordan, which reached the end of 2019; (3) companies, namely, Zain Jordan Telecommunication Company, Orange Jordan Telecommunication Group, and Umniah Telecommunication Company. Taking into account the limited number of telecommunications companies in Jordan, notably, all telecommunications companies were taken by a comprehensive survey. Accordingly, the study sample represented two categories. The sampling and analysis unit included customers of mobile phone service providers’ companies in the Hashemite Kingdom of Jordan. Meanwhile, the researcher has distributed (600) questionnaire on the study sample individuals who are customers of mobile phone service providers’ companies in the Hashemite Kingdom of Jordan. The study results showed a significant impact of the marketing communication tools on Jordanian mobile phone service provider companies’ customer satisfaction, from customers’ point of view.
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Nielsen, Rikke. "Customer satisfaction: the customer experience through the customer's eyes." Total Quality Management & Business Excellence 21, no. 11 (November 2010): 1229–30. http://dx.doi.org/10.1080/14783360903332361.
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Ahmed, Rizwan Raheem, Giedrius Romeika, Raimonda Kauliene, Justas Streimikis, and Rimantas Dapkus. "ES-QUAL model and customer satisfaction in online banking: evidence from multivariate analysis techniques." Oeconomia Copernicana 11, no. 1 (March 31, 2020): 59–93. http://dx.doi.org/10.24136/oc.2020.003.
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Research background: The commercial banks are adopting online services for their transactions to stay competitive and fulfill the customers' needs. There is a dire need to satisfy online customers in a competitive environment. Thus, this paper employed the ES-QUAL model and two mediating variables and outlined the recommendations to the management of the online banking industry to develop effective strategies.
Purpose of the article: The undertaken research aimed to examine the electronic banking service quality and customer satisfaction. For this purpose, we employed the ES-QUAL model and examined the direct impact of ES-QUAL dimensions and customer’s satisfaction. The secondary task of this paper is to investigate the mediation effect of customer's trust and the perceived value in an association between the ES-QUAL model and customer satisfaction. Finally, we examine and check whether customer satisfaction translates into the business performance of commercial banks or not.
Methods: To achieve the overall goal of this research, SEM-based multivariate approach has been used, including confirmatory factor analysis, exploratory factor analysis, and multiple approaches (normal theory, and bootstrapping) to examine the moderation between the exogenous and endogenous variables. For the validation of hypotheses and results, a financial analysis has been performed simultaneously with the primary analysis. The research is done for a sample of 910 respondents of the account holders of five top commercial banks of Pakistan.
Findings & Value added: The outcomes of the direct investigation revealed an affirmative, and potent impact of ES-QUAL dimensions on customer’s satisfaction. The outcomes of the indirect relationship exhibited that the perceived value and trust mediate ES-QUAL dimensions and customer satisfaction. The secondary data of selected five commercial banks and ratios analysis validated the results of the ES-QUAL model, and it is concluded that the results are linear with the outcomes of customers' satisfaction of primary analysis.
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Raie, Monireh, Asadollah Khadivi, and Reza Khdaie. "The Effect of Employees' Customer Orientation , Customer's Satisfaction and Commitment on Customer's Sustainability." Oman Chapter of Arabian Journal of Business and Management Review 4, no. 1 (August 2014): 109–21. http://dx.doi.org/10.12816/0016577.
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Hendra, Yul, and Rizki Fatullah. "RANCANG BANGUN SISTEM POINT PELANGGAN PADA APOTIK BUCHORI CABANG BENGGALA DAN CIRUAS BANTEN." Jurnal Sistem Informasi dan Informatika (Simika) 2, no. 1 (February 21, 2019): 39–49. http://dx.doi.org/10.47080/simika.v2i1.279.
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As one way to increase the growth of the number of customers in a pharmacy, promotion needs to be done by giving awards to loyal customers, this is what underlies the Buchori Pharmacy wanting to develop a pharmacy information system that can accumulate customer points automatically. Previously the Buchori dispensary had an application for processing drug sales data however, the application does not have the customer's accumulated point feature automatically and does not yet have the customer's claim point feature, While these features have become a necessity for Buchori pharmacies to develop the system in the future. The methodology used in this study is the software engineering method by setting requirements and allocating needs into a computerized information system. This research is in order to develop an existing pharmacy information system in order to provide better satisfaction to customers, With the development of this information system, it is expected to be able to help operators and be able to provide satisfaction to Buchori pharmacy customers going forward.
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Oki Pranajaya, Gde Made, Imam Suroso, and Bambang Irawan. "Pengaruh Bauran Pemasaran dalam Bisnis Konveksi Clothing Karikatur Bali Terhadap Kepuasan dan Loyalitas Konsumen Pada PT. Eka Jaya Makmur Bali." e-Journal Ekonomi Bisnis dan Akuntansi 6, no. 1 (January 31, 2019): 1. http://dx.doi.org/10.19184/ejeba.v6i1.11065.
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This study aims to knowing the influence of marketing mix in Bali convection business on cunsomer satisfaction and loyalty in PT. Eka Jaya Makmur Bali. This study is explanatory research. Population is all tourism who visited and bought clothing product in outlet Eka Jaya Makmur Bali who didn't come from travel agent. The sampling method for this study was doing with accidental sampling technique and it got 126 respondents. Data analysis method is Structural Equation Modelling (SEM). The results of research are marketing mix which included product, price, place, and promotion have affected significantly towards customer's satisfaction. It indicated that selling product same as customer's needs and wants, the giving price is reached by consumers, location of buying product is strategic, and promotion same as consumer's hope. Marketing mix which included product, price, place, and promotion have not affected significantly towards customer's loyalty. It indicated that the selling product, the giving price, strategic location, and completed promotion could not change consumer to become loyalty at PT. Eka Jaya Makmur Bali. Customer's satisfaction have affected significantly towards customer's loyalty. It indicated that loyal customer is always feels satisfy with anything they received.Keywords: Customer's Satisfaction, Customer's Loyalty, Marketing mix, SEM.
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Purwa, Ida Bagus Ngurah Satwika, and I. Gusti Agung Ketut Sri Ardani. "PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH." E-Jurnal Manajemen Universitas Udayana 7, no. 1 (December 5, 2017): 192. http://dx.doi.org/10.24843/ejmunud.2018.v7.i01.p08.
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The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT. Satwika Purwa Negara, the better the level of service quality, the higher the trust obtained by the customer. Customer confidence has a significant effect on customer satisfaction of PT. Satwika Purwa Negara, the higher the customer's trust, the more easily available customer satisfaction. Quality of service significantly influence customer satisfaction PT. Satwika Purwa Negara, the better the level of service provided then customer satisfaction can be created. Customer confidence is an intervening variable that connects service quality with customer satisfaction at PT. Satwika Purwa Negara.
Keywords: service quality, customer trust, customer satisfaction.
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Zhang, Zhiwei, and Xiaohong Li. "An Optimization Model of Railway Empty Container Allocation Based on Customer Satisfaction." MATEC Web of Conferences 308 (2020): 04001. http://dx.doi.org/10.1051/matecconf/202030804001.
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With the rapid development of modern corporate management, customer satisfaction evaluation has been applied to the management of many companies. Railway empty container allocation not only involves the cost of the railway transportation, but also considers the customer's requirements for time and convenience, etc. Therefore customer satisfaction evaluation also becomes very important for railway container allocation decision. However, it is not easy to properly quantify customer satisfaction, because there are many indicators that cannot be directly quantified. This paper proposes a customer satisfaction evaluation index system based on the RATER index, and adopts a comprehensive evaluation method to achieve quantitative evaluation of customer satisfaction. An empty container allocation optimization model based on customer satisfaction is established. The model can comprehensively consider the interests of both the railway and customers, and provide an effective reference for the railway transportation department to improve the transportation service and optimize empty container allocation plan.
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Hasan, Haneen, Hani H. Al-Dmour, and Rand H. Al-Dmour. "The Effect of eWOM on E-Loyalty." International Journal of Customer Relationship Marketing and Management 11, no. 3 (July 2020): 82–100. http://dx.doi.org/10.4018/ijcrmm.2020070105.
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This article examines how the electronic word of mouth (eWOM) influences customer e-loyalty in the context of online banking and the role of e-satisfaction as a mediator factor. For these purposes, research hypotheses based on the content analysis of the previous studies were developed and tested using 352 mobile customers banking services in Jordan. Using multiple regression analysis, the empirical results suggested that e-WOM has a positive and significant on e-loyalty. Also, e-satisfaction is partially mediating the relationship between e-WOM and e-loyalty. These findings represent a valuable contribution to the bank's eWOM, and customer e-loyalty and e-satisfaction literature through providing its management with a clear guidance concerning how to efficiently utilize their eWOM and customer e-satisfaction in order to enhance their customer's e-loyalty
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Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (May 25, 2016): 168. http://dx.doi.org/10.5539/ijbm.v11n6p168.
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<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.
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Sciarelli, Mauro, Abdelhakim A. Nagm, Mona I. Dakrory, Mario Tani, and Mohamed A. Khashan. "Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty." International Journal of Business and Management 12, no. 10 (September 17, 2017): 24. http://dx.doi.org/10.5539/ijbm.v12n10p24.
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This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.
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Yolandari, Ni Luh Dian, and Ni Made Wulandari Kusumadewi. "PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)." E-Jurnal Manajemen Universitas Udayana 7, no. 10 (July 30, 2018): 5343. http://dx.doi.org/10.24843/ejmunud.2018.v07.i10.p06.
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The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com.
Keywords : customers experience, trust, customer satisfaction, and repurchase intention
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Sukmawan, Ahmad. "PENGARUH CONTROLLABILITY ATTRIBUTION DAN STABILITY ATTRIBUTION TERHADAP SATISFACTION MELALUI FIRM RESPONSIBILITY DAN RECOVERY EXPECTATION." Jurnal Manajemen dan Pemasaran Jasa 2, no. 2 (September 10, 2009): 23. http://dx.doi.org/10.25105/jmpj.v2i2.551.
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<p>Objectives of this research was to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The design of this research applies a survey in Telkomsel to interview the customers for testing the hypothesis. Meanwhile the required data consist of five variables are controllability attribution, stability attribution as independent variables, firm responsibility, and recovery expectation as intervening variable. Finally, satisfaction as dependent variable. The aggregate numbers of customer being respondent of the study are 130 customers. Data analysis used in this research was consists of Structural Equation Modelling by AMOS 6.0 as software. Result of this research concludes that people consider another customer's failure to be the firm's responsibility when they perceive that the failure is under the firm's volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction.<br />Keywords: Call center, customer service, controllability attribution, service satisfaction, recovery expectation.</p>
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Kashif, Abdul Rauf, and Babar Younus. "Impacts of Internet Banking on Customer Satisfactions in Rawalpindi & Islamabad." Revista Gestão Inovação e Tecnologias 11, no. 4 (August 19, 2021): 4632–46. http://dx.doi.org/10.47059/revistageintec.v11i4.2493.
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It presents how e-banking affects customer satisfaction in verified traditional banking administration, its relationship with age, occupation and education, its effect on branch visits, customer's understanding of e-banking, possibilities and difficulties, etc. of electronic banking. -banking. This article attempted to view all of the above out of 200 successfully completed and returned questionnaires from e-banking customers. In this study, tables, graphs, standard deviations, normality tests, and correlations were used to examine whether customers visit branches when e-banking is important and the qualitative relationship between segments and e-banking according to regression analysis. The test was carried out. Clarify the factors that determine customer satisfaction in e-banking. The findings inferred that the majority of e-banking customers are younger people, well-informed, paid and personalized agents, financial professionals, and women who are not effectively using e-banking assistance and there is also a link between e-banking and the segment. Electronic banking has further developed customer satisfaction, reduced the frequency of bank lobbies for bank administration, reduced the permanence of the space, and made it an ideal opportunity for customers. E-banking customers, bank customer satisfaction has expanded as a result of becoming e-banking customers, educated customers to control the evolution of records, and is likely to grow bank management electronics in the country.
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Sundari, Ariefah, Ana Fitriyatul Bilgies, and Ahmad Fathur Rozi. "PENGARUH BAURAN PEMASARAN DALAM BISNIS INDUSTRI BATIK TERHADAP KEPUASAN DAN LOYALITAS KONSUMEN PADA PT. BANGSAWAN INDONESIA TEKSTIL GRESIK." J-MACC : Journal of Management and Accounting 4, no. 1 (April 30, 2021): 28–41. http://dx.doi.org/10.52166/j-macc.v4i1.2402.
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This study aims to knowing the influence of marketing mix in Bali convection business on cunsomer satisfaction and loyalty in PT. Bangsawan Indonesia Tekstil. This study is explanatory research. Population is all all employees CSR of PT. Petro Kimia Gresik who ordered work uniforms in outlet PT. Bangsawan Tekstil Indonesia. The sampling method for this study was doing with accidental sampling technique and it got 125 respondents. Data analysis method is Structural Equation Modelling (SEM). The results of research are marketing mix which included product, price, place, and promotion have affected significantly towards customer's satisfaction. It indicated that selling product same as customer's needs and wants, the giving price is reached by consumers, location of buying product is strategic, and promotion same as consumer's hope. Marketing mix which included product, price, place, and promotion have not affected significantly towards customer's loyalty. It indicated that the selling product, the giving price, strategic location, and completed promotion could not change consumer to become loyalty at PT. Bangsawan Tekstil Indonesia. Customer's satisfaction have affected significantly towards customer's loyalty. It indicated that loyal customer is always feels satisfy with anything they received.
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Khodadadi, Pouyan, Farshid Abdi, and Kaveh Khalili-Damghani. "An Integrated Model of Customer Experience, Perceived Value, Satisfaction, and Loyalty in Electronic Stores." International Journal of Enterprise Information Systems 12, no. 4 (October 2016): 31–46. http://dx.doi.org/10.4018/ijeis.2016100103.
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The main problem of electronic-stores is to resolve the obstacles of visitors as potential customers. In this paper the relationship between the experience of online customers, perceived value, satisfaction, and the loyalty is investigated. The main hypotheses of this study are analyzed using Structural Equation Modelling (SEM) methodology. The study is conducted in the biggest electronic-store in Iran. The structural model, is developed on the basis of four main hypotheses as follows: H1) Customer purchasing experience has impact on perceived value; H2) Perceived value of customers has impact on satisfaction; H3) Customer satisfaction has an impact on loyalty; H4) Customer purchasing experience has an impact on loyalty. The reliability of questions is checked using opinion of a group of experts who have at least 15 years of related experiences. The hypotheses are tested using data extracted from 396 questionnaires through AMOS software. Results show that customer's experience is influenced by trust, interaction, perceived usefulness, action, information credibility, and relating. Also, the customers' experience in online purchases does not directly influence their loyalty, since experience is a mental concept which has to pass the sequence of “Experience-Perceived Value-Satisfaction-Loyalty” in order to be converted to a behavioral concept.
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Siregar, Roy Harry Martin, and Adi Nurmahdi. "The effect of Price and Brand Image on Purchase Decisions and their Implications on Consumer Satisfactory of Ebara Pump Products in Jabodetabek." Journal of Business and Management Studies 3, no. 2 (July 4, 2021): 19–30. http://dx.doi.org/10.32996/jbms.2021.3.2.3.
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This research study highlights the role of purchase decisions in mediating price and brand image towards the customer satisfaction for Ebara pump. The population of this research is Ebara customers. The sample is taken using the purposive sampling method, consisting of 135 respondents. The research used a quantitative analysis approach. The data analysis methods using partial modelling with partial least squares determine how much independent variables affect the dependent variables. Research shows that the model influence on purchasing decisions is moderate and on customer satisfaction is strong, predictive capabilities are excellent, and the model performance between a structural model and a measuring model is fit. The hypothetical tests result in conclusions that there is a variable effect of brand image on purchase decisions, and the price perception affects the purchase decision. The brand image and price perception affect the customer's satisfaction. Indirectly, brand image and price affect customer satisfaction through purchase decisions.
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Iriadi, Nandang, Priatno Priatno, and Putri Agnes Sulistia. "Analisa Kepuasaan Pelanggan dalam Layanan Jasa Travel and Tour pada PT. Denar Pesona Menggunakan Metode Fuzzy Servqual." MATRIK : Jurnal Manajemen, Teknik Informatika dan Rekayasa Komputer 18, no. 2 (May 29, 2019): 192–201. http://dx.doi.org/10.30812/matrik.v18i2.371.
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Companies like these services are important to improve the quality of services provided to customers. In this case it is very useful for companies to plan ahead. For this reason, PT. Enchantment Denar has a different way to assess customer satisfaction. In practice, the activity of evaluating the level of customer satisfaction must be done with a good and appropriate method. Fuzzy Servqual method was chosen to assess and rank the level of customer satisfaction. This study aims to determine the level of customer satisfaction with the services of PT. Enchantment Denar and analyze service factors that must be improved and quality improved. The results of the study show that the gap value is negative, it can be said that the services provided by PT. Denar Charm has not satisfied the customer's heart. Then the lowest result of the gap is -0.334 of the empahty variable and the highest result is -1.137 in the responsiveness variable. Therefore PT. Enchantment Denar must further increase the lack of results so that in the future PT. Denar Charm is very good service for the customer.
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Lee, Choongsoon, and Hyunyoung Chung. "Effects of Hotel Customer's Artistic Experience on Customer Satisfaction and Customer Loyalty." Journal of the Korea Contents Association 16, no. 2 (February 28, 2016): 410–19. http://dx.doi.org/10.5392/jkca.2016.16.02.410.
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Aristyanto, Erwan, Andi Farouq Hasan, and Aditya Surya Nanda. "Pengaruh Komitmen dan Kepercayaan terhadap Kepuasan Nasabah Bank Syariah di Surabaya (The Effect of Commitment and Trust for Customer Satisfaction Islamic Banking in Surabaya)." Perisai : Islamic Banking and Finance Journal 3, no. 1 (July 10, 2019): 1. http://dx.doi.org/10.21070/perisai.v3i1.1981.
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Intense competition between banks is increasingly tight good conventional banks as well as Islamic banks. The rivalry has led banks to get competitive strategies do customers. Strategy all aimed at satisfying the customer's bank. The key competitive advantage in a situation full of competition is the ability of the bank in improving customer satisfaction. Customer satisfaction will be the key to success, not only in the short term but sustain- able competitive advantage. The purpose of this research is to find out and analyse the influence the commitment and trust of customer satisfaction on Sharia in Surabaya. The population in this study is bank syariah in Surabaya and the number of samples as much as 95 clients. The technique of sampling by using purposive sampling namely sampling with certain considerations. Design research is quantitative with the hypothesis. Data analysis techniques using multiple linear regression using SPSS 23.
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Akgül, Esra, Mihrimah Özmen, Cem Sinanoğlu, and Emel Kizilkaya Aydoğan. "Rough Kansei Mining Model for Market-Oriented Product Design." Mathematical Problems in Engineering 2020 (May 12, 2020): 1–11. http://dx.doi.org/10.1155/2020/6267031.
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Companies need to develop new products towards customer's satisfaction in order to survive in the boom and bust cycle in todays’ economy. The capturing of customer satisfaction depends on customer needs, and generally, understanding emotions has a challenge for designers. Kansei engineering is a type of methodology to help customers and designers analyze needs and emotion for the new product development. Producing new product design with Kansei data increases customer satisfaction and helps to reach market goals. In this study, a market-oriented baby cradle design methodology is proposed, and we obtain the new product strategies with association rule extraction by using rough set theory. To obtain efficient rules, beforehand we selected sales knowledge-related Kansei words with our proposed approach: cost-based and multiclass decision-theoretic rough set (DTRS) attribute reduction. The new product design strategies which are obtained with proposed design methodology are consistent with customer expectations (mood space) and expert opinions (design team).
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Abdul Halim, Abdul Hamid, Muhammad Hafizi Zamri, and Mohd Faizol Rizal Mohd Rasid. "The Effect of Individualism and Collectivism on Customer Satisfaction in Retail Sector: Asian versus Western Culture." Journal of International Business, Economics and Entrepreneurship 3, SI (December 15, 2018): 23. http://dx.doi.org/10.24191/jibe.v3isi.14421.
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Customer satisfaction is defined as the customer's attitude towards the perceived service performance, which results from the differences in pre-existing expectations and the actual service performance. There are many factors that can lead to customer satisfaction, but instead of looking into all factors, it is interesting to look at cultural differences since the study focuses on the Malaysian setting, which is known for the multicultural environment. More interestingly, businesses in Malaysia not only involve local customers, but as well as customers from Asian and Western regions. The aims of this study are to determine the relationship between individualism and collectivism towards customer service satisfaction, specifically in the retail sector which involves multinational brands as well as multicultural customers. The use of Geert Hofstede Dimension theory in this study is because it is one of the most important theory in cultural differences studies and has generated a large body of research. A quantitative method has been used and the study has been conducted on 103 respondents, 51.5 % are from Asian origin and 48.5% are of Western origin. Although both individualism and collectivism have a significant impact on customer service satisfaction in the retail sector, it is proven in this study that collectivism has more to do in determining the satisfaction level as a whole. It is recommended that further studies should be done outside of Klang Valley. Furthermore, future research should seek to expand the pool of potential explanatory variables such as how cultural differences factor can help influence customer satisfaction.
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Fan, Zhi Jun, Zhao Liang Jiang, and Zhi Li. "Multi-Objective Optimization of Product Configuration Based on Customer's Performance Satisfaction." Advanced Materials Research 500 (April 2012): 466–71. http://dx.doi.org/10.4028/www.scientific.net/amr.500.466.
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The aim of product configuration is to satisfy the customer's personality requirements with low manufacturing cost. Based on the relationship of customers performance requirements and satisfaction, a method of product configuration optimization was proposed. The customers performance requirements are divided into three types with Kanos theory. A multi-objective genetic algorithm with objectives of performance satisfaction, manufacturing cost and lead time was designed to solve this multi-objective optimization problem. A case study is conducted to demonstrate the effectiveness of the proposed approach.
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Cunningham, Nicole, and Christine De Meyer-Heydenrych. "Premium versus affordable clothing retailers: what are customer expectations for satisfaction and repurchase intentions?" International Journal of Retail & Distribution Management 49, no. 6 (February 4, 2021): 752–71. http://dx.doi.org/10.1108/ijrdm-07-2020-0265.
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PurposeWithin the highly competitive clothing retail industry, retailers (both affordable and premium) need to consider which customer experience elements drive customer satisfaction and repurchase intentions. The purpose of this study is to determine whether customer expectations are different for various types of clothing retailers, and what customers specifically expect when purchasing from a retailer.Design/methodology/approachFor this study, a positivistic quantitative research design and a non-probability convenience sampling method were used. A total of 222 useable questionnaires were used to conduct descriptive statistics. Confirmatory factor analysis, structural equation modelling and multi-group analysis were run to test the hypotheses.FindingsThe results indicate that customers expect affordable retailers to provide them with convenience and to create a positive shopping experience, while premium clothing retailers should offer added-value and convenience. In addition, the presence of other customers influences the experience. For both groups, satisfaction was a predictor of loyalty, which, in turn, was a predictor of repurchase intentions.Originality/valueThe study is unique as it compares the customer expectations for satisfaction and repurchase intentions for both affordable retailers and premium retailers. The study is conducted in an emerging market context where the growth of the retailing industry is visible. By conducting this study, both affordable and premium clothing retailers are more informed with regards to their customer's expectations and how those expectations should be managed in order to ensure satisfaction and repurchase intention.
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Malhotra, Gunjan, and Ranjana Aggarwal. "GROWTH PROSPECTS OF E-RETAILING IN ELECTRONIC GOODS MARKETS." International Journal of Management & Entrepreneurship Research 1, no. 2 (June 21, 2020): 71–88. http://dx.doi.org/10.51594/ijmer.v1i2.7.
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E-retailing has emerged as a significant player in the retail industry in India. The major cutthroat competition happens between Flipkart, Amazon, and Snap deal. These merchants have a significant competitive edge on electronic goods over other merchants in Indian online shopping portals. Thus, the purpose of this paper is to understand and analyses the universal perception and satisfaction quotient of customers in India concerning to the purchase of electronic goods via these e-commerce merchants. We have used hypothesis testing and analysis of variance to understand customer satisfaction and customer perception. The results show that overall customer satisfaction is the highest for Flipkart. Also, the physical appeal and the quality of the product are the main reasons which impact the customer's perception toward not shopping online. This study is original in itself because it is limited to the purchase of electronic goods only from the emerging e-retail merchants- Flipkart, Snap deal, and Amazon in India.
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Sunarya, Abas, Untung Rahardja, and Ayu Wanda. "KEPUASAN PELANGGAN ROOSTER ATAS KINERJA PELAYANAN ROOSTER PADA PERGURUAN TINGGI RAHARJA." CCIT Journal 9, no. 1 (September 29, 2015): 87–99. http://dx.doi.org/10.33050/ccit.v9i1.402.
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Information service system currently has penetrated into the various elements one of which is college. Information service system has grown significantly with the increasing needs of customers for information. Of these needs we are required to always move forward and follow the development of information technology. However, the information service system ROOSTER there are some shortcomings that must be corrected to be the subject of research. Among the problems that there is a level of satisfaction of service performance Rooster. ROOSTER ("Role Online Ticketing System Raharja") is an information service by using the "online ticket" that the system is provided as a further container to accommodate question obtained operators iDuHelp!. This research data derived from questionnaires online (iSur) to the 20 respondents who had made at Rooster ticket. From the questionnaire online (iSur) concluded that the service Rooster effect on customer satisfaction. While customer satisfaction and trust are factors that affect the customer's intention to re-use the Rooster. The findings of this study indicate that overall customer satisfaction has a strong influence to re-use the Rooster.
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Hutagaol, Ronald Marthin, and Firdaus Basbeth. "The Relationship Between Service Quality and Consumer Satisfaction Link: Does Perceived Value Have a Mediating Effect? : An Evidence from Mutual Fund Company in Jakarta." Emerging Markets : Business and Management Studies Journal 8, no. 2 (September 18, 2021): 125–35. http://dx.doi.org/10.33555/embm.v8i2.183.
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Despite the growing number of millennials and fintech having been present for some years now in mutual funds in Jakarta, the market share of PT PAM Indonesia has not increased. The number of unhappy customers reflected by the number of inactive customers has been increased to 43% of its total customers. due to the disappointment with the company’s services. This study is investigating the influence of service quality on consumer satisfaction and consumer perceived value as a mediating variable in mutual funds in Jakarta. This study contributes to the customer's perceived value literature by providing evidence in the mutual fund industry. To gather the primary data, in this study using a quantitative approach by sending a questionnaire to 100 millennials customers. SPSS software was used to analyze the satisfaction level in different locations and demographic factors, whilst SmartPLS3 was used to analyze the relationship between variables and to test hypotheses. The result showed that consumer perceived value mediates the relationship between service quality on consumer satisfaction. The findings suggest to retrieve customer satisfaction, the company must improve its service quality to meet consumer perceived value especially for the millennials in the mutual fund industry.
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Skaarup, Sean, and Carolan Mclarney. "How Does Offshore Outsourcing of Customer Services Affect Customer Satisfaction." International Journal of Strategic Decision Sciences 9, no. 4 (October 2018): 32–46. http://dx.doi.org/10.4018/ijsds.2018100103.
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As national boundaries and cultural lines continue to blend together, the success of a modern business enterprise has increasingly depended on a global network of stakeholders. To remain sustainable, multinational enterprises (MNEs) seek any competitive advantage that strengthens their brand, improves efficiency, increases profitability, or lowers costs. Considering all available options and committing to perpetual value creation is not just good business sense, it is fundamental to survival. Driving up shareholder value is the result of a culmination of business decisions to meet the expectations of one important stakeholder, the customer. Customers are consumers, and despite significant differences in needs, tastes, and preferences, common denominators are an appreciation for value and transaction benefits that exceed opportunity costs. How effectively a business meets or exceeds a customer's expectations will directly impact their overall satisfaction. Customer satisfaction is sensitive to a wide variety of factors, and how a company addresses them will ultimately determine their success, longevity, and positioning amongst industry peers.
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Sahney, Sangeeta, D. K. Banwet, and S. Karunes. "An integrated framework of indices for quality management in education: a faculty perspective." TQM Journal 20, no. 5 (August 22, 2008): 502–19. http://dx.doi.org/10.1108/17542730810898467.
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PurposeEducation is becoming much more of a “product” with varying customers and stakeholders. There are huge pressures to become more accountable and responsive to customer needs, and educational institutions need to become more efficient, effective and customer‐centric. Quality is fast emerging as a theme that is rapidly spreading within the higher education institutions. However, the emphasis has been essentially an external customer's perspective, i.e. an employer or a student perspective. The internal customer's perspective has generally been ignored. This study aims to examine faculty's, i.e. an internal customer's, perspective about quality systems in higher education.Design/methodology/approachThe study undertaken is exploratory and diagnostic in nature, aimed at identifying the set of minimum design characteristics/quality components that would meet the requirements of the faculty. An extensive literature review led to identification of variables that were pilot tested for validity and reliability. The empirical study was conducted across engineering and management institutions in and around Delhi, India, imparting graduate and post‐graduate professional degrees/diplomas with the sample comprising the faculty. Multiple tools and techniques were used to quantitatively and qualitatively arrive at a synthesized and integrated model of quality management in education.FindingsBased on the analysis of data through quantitative and qualitative tools, the study helped in the identification of quality components, which, if adopted and implemented, could lead to satisfaction of the faculty.Practical implicationsEmployee satisfaction is a major driver towards adoption of a customer centric philosophy by any organization and the educational system is no exception. Every organization should consider the requirements of their employees and initiate measures to meet them so as to cultivate employee satisfaction.Originality/valueWhile quality management in higher education has been a focus of research all over the world, the vast array of literature illustrates that research has essentially focused on the external customer of the educational system. The study was conducted with the objective of obtaining an internal customers' perspective by focusing on the faculty and proposing an integrated framework for quality management in education.
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Moliner, Miguel A., Javier Sánchez, Rosa M. Rodríguez, and Luís Callarisa. "Relationship Quality with a Travel Agency: The Influence of the Postpurchase Perceived Value of a Tourism Package." Tourism and Hospitality Research 7, no. 3-4 (September 2007): 194–211. http://dx.doi.org/10.1057/palgrave.thr.6050052.
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Relationship quality is an emerging concept that attempts to measure the lifetime value of a customer. The indicators that determine the construct are satisfaction with the relationship, the customer's trust and the customer's level of commitment. This paper considers how the post-purchase perceived value of a tourism package influences the relationship quality with a travel agency. Gummesson posits the existence of a causal link between perceived value and relationship quality. The results show that the tourist's satisfaction is the key variable in the relationship quality. Affect plays a fundamental direct role in long-term valuation, while cognition is more influential in the short term.
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Peksa, Tereze, and Jānis Pekša. "E-COMMERCE RETAIL CUSTOMERS REPURCHASE FACTORS INFLUENCING IDENTIFICATION." ENVIRONMENT. TECHNOLOGIES. RESOURCES. Proceedings of the International Scientific and Practical Conference 2 (June 17, 2021): 131–35. http://dx.doi.org/10.17770/etr2021vol2.6620.
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With the fast-paced technological development era and the importance of using the Internet in our daily lives, e-commerce as shopping no longer seems new or unusual. Regardless of type or size, companies are using e-commerce advantage to compete in the market. Each of these companies needs a circle of independent and loyal customers. When the customer is satisfied, he gives positive feedback about the company and makes a repeat purchase. In this way, he attracts new customers to the company and provides an independent income for the company. Certain factors influence the customer's attitude and behavior. It is essential to determine what influences their customers' choices when competing to earn profit in the market; the customer must be satisfied in order for him to want to make a repurchase. Repurchases from customers indicate a loyalty to the company. Customer loyalty can be the result of a company consistently meeting and exceeding its customer expectations. Customer loyalty can have a significant impact on business growth. To assess and identify the factors influencing customer satisfaction, they are identified and offered a conceptual reflection of the current situation and offer a conceptual model of Identification Causes and Effects of Customer Satisfaction Framework (IceCSF) in e-commerce retail.
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Saputra, Johan. "Analisa kepuasan pelanggan Original Equipment Manufacturing ban motor dengan metode IPA-QFD: Studi kasus di PT. GTB." Operations Excellence: Journal of Applied Industrial Engineering 12, no. 1 (March 26, 2020): 40. http://dx.doi.org/10.22441/oe.2020.v12.i1.004.
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PT. GTB is a manufacturing company that manufactures tyres for motor vehicles, one of them motorcycle tires. The market segmentation of PT. GTB is an Original Equipment Manufacturing (OEM) market. Based on OEM market segmentation, PT. GTB has two large customer groups that include OEM customers. The complaint level of the customer for the use of motor tires in 2017 as much as 622 times and year 2018 as much as 352 times. In an effort to maintain the sustainability of product sales, customer complaints are critical to the company's improvement focus. The purpose of this research is analyzing the types of customers complain the use of motor tires. In the early stages, interviews as a reference for conducting customer satisfaction surveys are further analyzed by the Importance Performance Analysis (IPA) and Quality Function Deployment (QFD) methods. Based on the results of this research, known customer satisfaction rate of the use of GTB motor tires on average is 3.56 which is lower than the customer's expectation of 4.40. The research has successfully identified seven priority attributes that are considered very important to the customer, which is the input for the company to do the improvement.
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Kärnä, Sami, Veli‐Matti Sorvala, and Juha‐Matti Junnonen. "Classifying and clustering construction projects by customer satisfaction." Facilities 27, no. 9/10 (August 21, 2009): 387–98. http://dx.doi.org/10.1108/02632770910969621.
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PurposeConstruction is often a long‐term project described as a dynamic and complex entity. This is one of the factors making the assessment of construction quality so difficult. The actors in the field of construction need versatile and systematic data about the quality of the construction process and the building in order to be able to operate in a customer‐oriented manner and develop their own operations. The purpose of this paper is to examine the typical factors in a construction project as regards customer satisfaction.Design/methodology/approachThe cluster analysis differentiating between projects in this paper is conducted with a total of 831 construction projects.FindingsThe paper reveals seven similar but nevertheless different clusters. What the best clusters as regards customer satisfaction has in common is that the management's professional skills and the cooperation methods are successful when compared to other areas of the cluster. Additionally, good cooperation methods predict good level of customer satisfaction. In all clusters, handover inspections has the lowest level of success. When examining various, good and poor projects, it may be stated that the same factors were successful in all of the projects.Originality/valueImproving the quality of construction projects from the customer's perspective has gained growing interest also in construction industry. Indeed, information about the project's success factors from the customer's perspective is needed in the construction business. Owing to the complex nature of construction and the special characteristics of project production, construction has had several problems in producing quality in a customer‐oriented manner. This paper describes, the success factors from the viewpoint of customer satisfaction. Construction has become a service industry adopting methods from the field of service management but the use of “soft” measurement tools, such as customer satisfaction, is still at an early stage of development.
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Sugiarto, Sigit, and Vivi Octaviana. "Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study." Golden Ratio of Marketing and Applied Psychology of Business 1, no. 2 (June 28, 2021): 93–106. http://dx.doi.org/10.52970/grmapb.v1i2.103.
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This study aims to determine how much influence service quality dimensions have on customers' satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive influence. Partially found services consisting of Tangible, Reliability, and Empathy have a positive and significant influence on customer satisfaction. At the same time, the quality of service which consists of Responsiveness and Assurance is not supported. Service quality is a critical aspect to satisfying the customers and retaining their loyalty, so they continue to buy from you in the future. Service quality is a comparison of customer expectation and the actual delivery of service. Service quality generally refers to a customer's comparison of service expectations related to a company's performance. A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.
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Hamidi, Hodjat, and Saba Moradi. "Analysis of Consideration of Security Parameters by Vendors on Trust and Customer Satisfaction in E-Commerce." Journal of Global Information Management 25, no. 4 (October 2017): 32–45. http://dx.doi.org/10.4018/jgim.2017100103.
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Exchanges in electronic market accomplishes through electronic channels. An electronic market is a meeting point for both the shoppers and the sellers. This article aims for the impact of cultural and security orientation on the customer perception of the seller's ethics regarding the customers' loyalty. A heuristic method is applied to examine dimensions of customer perception of seller ethics. The research community is selected out of a large group of sale experts and directly through electronic survey platform in electronic markets. According to the article findings, electronic customers are of high tendency to better understand the electronic seller's ethics, and the customer's higher perception of electronic sellers increases the shopping. On-time and correct electronic seller's responses affect positively on the customers' loyalty. The consumer loyalty regarding the ethics of electronic retailer's scale is greater completeness to evaluate consumer perceptions of e-retailers' ethics than scales using a one-dimensional approach. This study further examines both individualism and collectivism at the individual level, which is rare in the existing literature.
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Jumaa, Muhammad. "Commercial Banks' Digital Paradigm and Customers Responses in the UAE." International Journal of Data Analytics 1, no. 1 (January 2020): 68–79. http://dx.doi.org/10.4018/ijda.2020010105.
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One of the central factors influencing the banks in the UAE is the changing needs and perceptions of the customers towards digital banking services. With this significance, the researcher made an attempt to study commercial banks' digital paradigm and customer's responses. Based on this, the volume of business and the customer's top 11 banks were identified for the study. For collecting data from the respondents pretested scheduled questionnaire was used. In order to finalize the number of samples the researcher calculated standard deviation and found the sample size was 350. Collected data was analyzed by the researcher to know the impact of digital banking services and the customer responses. The researcher has done an inferential analysis followed by descriptive analysis. This analyst recognized factors, which were embraced amid the examination included; privacy, reliability, technology, convenience, security, and satisfaction. Among every one of the elements, innovation and accommodation reflected negative connection thinking about negative effect by and large consumer loyalty.
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Anh, Nguyễn Văn, and Thảo Thị Phương Nguyễn. "The relationship of corporate social responsibility to customer loyalty - A study in Vietnam market." Science & Technology Development Journal - Economics - Law and Management 5, no. 1 (February 9, 2021): first. http://dx.doi.org/10.32508/stdjelm.v5i1.723.
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In recent years, consumers are increasingly interested in corporate social responsibility activities for the community. Many companies have begun to focus on CSR activities as it can contribute to improving the company's image in customer's perception. In Vietnam, although there are also some studies about CSR, the quantity is limited and there are certain limitations. Therefore, this study aims to evaluate the relationship between CSR activities and customer loyalty through trust, customer company identify, and satisfaction. With the data being collected by survey questionnaires, the authors test the model and research hypotheses by using PLS-SEM techniques. The results show that CSR activities have a positive impact on customer loyalty through factors of trust, customer company identify, and customer satisfaction. This study helps business managers to develop effective policies and to have a new perspective on CSR activities as well as its values. In addition, the positive outlook of the customers on the business will bring many benefits, contributing to improving the brand value and reputation, enhancing competitive advantages towards sustainable development.
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Lemon, Katherine N., Tiffany Barnett White, and Russell S. Winer. "Dynamic Customer Relationship Management: Incorporating Future Considerations into the Service Retention Decision." Journal of Marketing 66, no. 1 (January 2002): 1–14. http://dx.doi.org/10.1509/jmkg.66.1.1.18447.
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The authors examine the influence of customer future-focused considerations, over and above the effects of satisfaction, on the customer's decision to discontinue a service relationship. The authors find that expected future use and anticipated regret influence this decision. Understanding and managing these future-focused considerations is critical to successful dynamic customer relationship management.
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Ting, Shueh-Chin. "Does Increasing Attractive Attributes Lead to Positive Outcomes in a Consumer Context?" Social Behavior and Personality: an international journal 40, no. 6 (July 1, 2012): 985–91. http://dx.doi.org/10.2224/sbp.2012.40.6.985.
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In terms of customer satisfaction, by giving a product or service attractive attributes it is possible to create a new market and expand the share in an existing market, thus increasing profitability. However, there is a need for an examination of the attractive attributes, involving their quality and frequency of usage (quantity), that should be provided to customers at the time of purchase. In this study the customer's emotions of gratitude and guilt were investigated to explain why the effect of attractive attributes on customer delight is not always positive. Results suggest that the shape of the attractive curve in the model developed by Kano, Seraku, Takahashi, and Tsuji (1984) should be modified.
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Misra, Isra, and Arianto Arianto. "PENGARUH DIMENSI KUALITAS PELAYANAN JASA TERHADAP KEPUASAN DAN MINAT DATANG KEMBALI KONSUMEN PADA DEALER WIRA MEGAH TOYOTA PROFITAMAS PALANGKA RAYA." JURNAL AL-QARDH 3, no. 1 (February 11, 2019): 1–12. http://dx.doi.org/10.23971/jaq.v3i1.1181.
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This research aims to see the Influence of Service Quality Dimension on Satisfaction and Consumers' Cause Back Against The Wira Megah Car Workshop Toyota Profitamas Palangka Raya Branch.This research is a quantitative research using descriptive quantitative approach. Analysis tool in this research is Smart PLS (Path Analysis) application. The research variables consist of Quality of Service (X), Consumer Satisfaction (Y1) and Come Back (Y2) as mediation variable. Samples use Accidental Sampling method as many as 100 samples from all customers of Toyota Workshop Palangka Raya.Result of research of service quality constructively can influence customer's satisfaction which have implication on intention come back in accordance with outer loading analysis result 0,867 (86,7%). Similarly, customer satisfaction variables have been able to explain and mediate quality of service variables with outer loading of 0.925 (92.5%). While for the intention variable comes back own value of outer loading equal to 0,922 (92,2%) The information indicate that statistically test service of new service to workshop is the highest indicator in describing variable of intention come back again.
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Homburg, Christian, Jan Wieseke, and Torsten Bornemann. "Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge." Journal of Marketing 73, no. 4 (July 2009): 64–81. http://dx.doi.org/10.1509/jmkg.73.4.064.
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Although the identification of customer needs constitutes a cornerstone of the marketing concept, the accuracy of frontline employees’ perceptions of customer needs has never been examined in a systematic manner. Following research in social cognition, this article introduces the concept of “customer need knowledge” (CNK), which describes the extent to which a frontline employee can accurately identify a given customer's hierarchy of needs. The results of two large-scale, multilevel investigations involving data from three different levels (customers, employees, and managers) demonstrate the importance of CNK for the provision of customer satisfaction and customer value. In particular, CNK fully mediates the influence of employees’ customer orientation and cognitive empathy on these customer outcomes. Moreover, whereas the length of the relationship between an employee and a particular customer enhances CNK, a large age discrepancy in relation to the customer decreases employees’ level of CNK.
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Solomon, Michael R., Carol Surprenant, John A. Czepiel, and Evelyn G. Gutman. "A Role Theory Perspective on Dyadic Interactions: The Service Encounter." Journal of Marketing 49, no. 1 (January 1985): 99–111. http://dx.doi.org/10.1177/002224298504900110.
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This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.