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1
Taylor, Ross. "UNVEILING CUSTOMERS' PERCEPTIONS: A COMPREHENSIVE ANALYSIS OF SERVICE QUALITY DIMENSIONS." American Journal of Management and Economics Innovations 06, no. 04 (2024): 01–06. http://dx.doi.org/10.37547/tajmei/volume06issue04-01.
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Understanding customers' perceptions of service quality dimensions is crucial for businesses aiming to deliver exceptional customer experiences. This study presents a comprehensive analysis of various service quality dimensions based on customers' perspectives. Through a systematic review of existing literature and empirical studies, this paper explores the multifaceted nature of service quality and examines the key dimensions that influence customers' perceptions, such as reliability, responsiveness, assurance, empathy, and tangibles. Furthermore, the study investigates the impact of these dimensions on overall customer satisfaction and loyalty. Insights from this analysis can help businesses identify areas for improvement and tailor their service offerings to meet customer expectations effectively.
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Akıl, Siber, and Mustafa Cahit Ungan. "E-Commerce Logistics Service Quality." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–19. http://dx.doi.org/10.4018/jeco.292473.
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With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce customers living in Turkey were collected via a web-based survey. The results were analysed using structural equation modelling. Timeliness, order condition, order accuracy, and order discrepancy handling were found to have a positive effect on customer satisfaction. A positive relationship between customer satisfaction and customer loyalty was also found.
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Leem, Byung-Hak, and Seong-Won Eum. "Using text mining to measure mobile banking service quality." Industrial Management & Data Systems 121, no. 5 (2021): 993–1007. http://dx.doi.org/10.1108/imds-09-2020-0545.
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PurposeThe purpose of this study is to propose a method of measuring service quality as well as suggesting to detect customer complaints through analysis of customer online reviews of mobile bank, which is unstructured data.Design/methodology/approachThis study uses text mining approach for customer online reviews analysis. The research procedure includes: (1) extracting users' reviews for Kakao Mobile Bank, (2) pre-processing of the extracted review data, (3) analyzing the sentiment of each review, (4) measuring the service quality score of each dimension by analyzing keyword frequency and network for each polarity, (5) evaluating total score for mobile bank service quality, and (6) detecting customer complaints on online reviews.FindingsThere are some findings. First, from the customer's point of view, it was possible to see which factors are important among the various dimensions of service quality and which factors should be managed well in mobile banking setting. Second, by periodically finding customer complaints, service failures can be prevented early, and service quality and customer satisfaction can be improved.Practical implicationsFrom a practical point of view, mobile bank managers should pay more attention to the service quality dimensions of practicality and enjoyment. In addition, the results mean that the app design and aesthetics with the most negative reviews should be reviewed from the user's perspective rather than from the company's point of view. Second, it is possible for them to establish a systematic complaint management system that can prevent service failure in advance by detecting customer complaints early. Third, it is possible for them to make quick decisions regarding service quality with the help of real-time customer response through dashboard construction.Originality/valueThis paper is a pioneer study measuring service quality with sentiment analysis, one of the text mining applications, using customers' reviews of a mobile bank.
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Long, Pham, and Phan Dien Vy. "Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty." International Journal of Strategic Decision Sciences 7, no. 1 (2016): 1–17. http://dx.doi.org/10.4018/ijsds.2016010101.
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Service quality is one of the key factors in determining the success or failure of e-banking. To gain and sustain competitive advantages in the rival-driven e-banking market, it is thus crucial for e-banks to understand in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on the customers' perceived overall service quality, satisfaction, and loyalty. This paper attempts, based on an extensive review of relevant literature, to provide a model integrating internet banking service quality dimensions, overall internet banking service quality, customer satisfaction and customer loyalty in the context of Vietnam - emerging as a new potential market. The findings of this study indicate that three dimensions of internet banking service quality namely online customer service quality, online information system quality and banking service product quality are found to be statistically significant in determining overall internet banking service quality. In addition, overall internet banking service quality has significant impact on customer satisfaction and in turn customer satisfaction has significant impact on customer loyalty. Implications and recommendations are discussed with the aim of improving internet banking services, customer satisfaction and customer loyalty.
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Budi Satrio Wibowo and Dety Mulyanti. "Analisis Pelayanan Kuaplitas Apotek Franchise Terhadap Kepuasan Pelanggan: Studi Literature." DIAGNOSA: Jurnal Ilmu Kesehatan dan Keperawatan 1, no. 2 (2023): 74–81. http://dx.doi.org/10.59581/diagnosa-widyakarya.v1i2.184.
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The pharmacy is a pharmaceutical service facility where pharmacists practice pharmacy. In this case the pharmacist is responsible for creating good service quality according to consumer expectations and satisfaction with services. Customer satisfaction is the key to the success of a business. Satisfied customers will become loyal customers. They will tend to make repeat purchases and become product promoters, which in turn will increase the pharmacy's revenue. The purpose of writing this scientific article is to find out and review from a theoretical point of view various literature and how to analyze the quality of franchise pharmacy services on customer quality. The method used is a theoretical review by analyzing and comparing existing theories. The results of this theoretical review, namely the analysis of pharmacy quality on customer satisfaction is influenced by product quality, service quality, price, emotional factors and cost easiness. It was concluded that after being analyzed from various theories and literature, customer satisfaction is one indicator that is widely used in measuring the service quality of a product, both goods and services. Service quality can also affect customer loyalty directly and affect customer loyalty indirectly through satisfaction. Customer satisfaction is strongly influenced by the quality of pharmacy services. For pharmacies that provide pharmaceutical services, it is also necessary to improve service quality standards. One important aspect that needs to be considered to maintain the consistency of pharmaceutical services is to maintain the attributes of each dimension of service quality provided to customers. Customers will be satisfied if their needs are met according to their expectations. In addition, it is also necessary to evaluate each service activity.
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Asgarpour, Rasoul, Abu Bakar A. Hamid, and Zuraidah Sulaiman. "A Review on Customer Perceived Value and Its Main Components." Global Journal of Business and Social Science Review (GJBSSR) Vol. 2(2) 2014 2, no. 2 (2014): 01–09. http://dx.doi.org/10.35609/gjbssr.2014.2.2(1).
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Objective- The purpose of this paper is to have a revision on customer perceived value and main components of customer value. Methodology/Technique This study was conducted to address following problem. The problem is; satisfied customers may not return to the firm and spread positive word-of-mouth communications to others despite of having customer satisfaction in a firm. Whereas customer value can help to build trust and causes willing to commit long-term relationship with a firm. Thus, customer perceived value is discussed by offering a review on the importance of customer perceived value, and its main components. This paper contributes to the understanding about the importance of food allergy awareness among public. Findings - The paper finds out, in spite of having customer satisfaction, the firm does not deliver what is exactly value in the mind of customer. Therefore, by offering desired value to the customers, long-term relationship gained which is the result of customer loyalty. Novelty - This revision attempts to makes more clarification on customer perceived value as a foundation stone to the success of buyer-seller relationships. Type of Paper: Review Keywords: Customer Perceived Value, Customer Value, Price, Product Quality, Service Quality
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Shukla, M. K., and B. S. Chauhan. "Quality Function Deployment in India: A Review." International Journal of Advance Research and Innovation 4, no. 3 (2016): 132–38. http://dx.doi.org/10.51976/ijari.431620.
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The term Quality Function Deployment (QFD) plays a very crucial and important role in the manufacturing sector not only from theoretical perspective but also from managerial perspective. QFD is a system for designing a product or service based on customer demands that involves all members of the producer or supplier organization. In the present scenario, automobiles are the most effective medium of transportation. QFD is a four phase model, which includes the house of quality (HOQ), parts deployment,, process planning and production planning. Among the various stages, the HOQ is most commonly used stage and its aim is to reflect customer desires (E.I.). For this, the organization conducts surveys, the research, trend research; Planning of the product also involves study of different territorial and climatic condition and other such factors. Through this, the organization will get an idea about the views and choices of their customers, opinions about the various components of the product, common complaints, etc. It is through these set of activities that the organization is able to identify specific product quality features. Apart from these error identifying techniques, a method known as Failure Mode and Effects Analysis (FMEA) is developed for preventing both part and process type failures. This research work shows how Quality Function Deployment is helpful in improving the development process with a special focus on needs of customer i.e. what features are needed by customer while using and expectations.
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Elia Cahyani, Tazkiyyah Nururrohmah, Cindy Firstiananda Deka, and Mohamad Zein Saleh. "The Role of Service Quality in Building Customer Satisfaction." Journal of Management and Creative Business 2, no. 4 (2024): 192–205. https://doi.org/10.30640/jmcbus.v2i4.3300.
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The role of service quality in the service business is very important to improve customer satisfaction. Service management focuses on providing services that not only meet but also exceed customer expectations, creating a significant competitive advantage. Service quality serves as a bridge between the company and customers, establishing a long-term, mutually beneficial relationship. In the era of globalization and digitalization, customer interactions that take place mostly online demand companies to offer responsive and efficient digital experiences. Consistency in service delivery is a major challenge, as customers assess the quality of service based on their subjective experience. This study aims to review the literature related to the role of service quality in building customer satisfaction, the factors that affect it, and how companies can implement good service quality to improve customer satisfaction.
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Amalia, Nurul, Nur Ika Royanti, Indrayanti Indrayanti, and Bambang Ismanto. "Analisa Sentimen Pelanggan pada Review Belanja Online Berbasis Text Mining Menggunakan Metode K-Means." Journal of Information System Research (JOSH) 4, no. 4 (2023): 1441–47. http://dx.doi.org/10.47065/josh.v4i4.3781.
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Technological developments have changed conventional sales to online sales. In online sales, a review from a customer is a very important thing that needs attention, because customer reviews will show the quality and credibility of a sale. Customer reviews can increase or attract new customers or vice versa. Therefore reviews from customers need to be carried out sentiment analysis to know and understand, preferences and feelings of customers towards a product or service in online business. One of the analyzes that can be done is by clustering reviews from customers so that it can be seen from what side the customer dissatisfaction arose. In this study an analysis will be carried out by utilizing text mining from customer reviews by conducting clustering reviews using the K-means method. By grouping customer reviews, a model can be formed to classify the types of reviews according to their class. From the research conducted, it can be concluded that the k-means clustering method can be used to analyze customer sentiment grouping with the number of clusters produced there are 3 groups, namely in cluster 1 complaining about slow delivery, in cluster 2 it leads to a mismatch of goods ordered with goods received by customers, while the results of cluster 3 customer sentiment lead to service and packing. The results of this modeling can be used as a basis for making improvements in sales services at online stores.
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Sadewa, Yanuar Rachman, Sumaryanto Sumaryanto, and Sumarjo Sumarjo. "Marketing strategies to improve service quality at sports and fitness venues: a systematic review." Retos 62 (November 12, 2024): 797–801. http://dx.doi.org/10.47197/retos.v62.109886.
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The sports and fitness industry has seen accelerated growth with increasing public awareness about the relevance of health and well-being. Nowadays, facilities such as gyms, stadiums, swimming pools and fitness centers have become essential elements of lifestyle in society. Marketing strategies are important to attract and retain customers. The programs offered should be viewed as service products that have sales value. Therefore, implementing effective marketing strategies is necessary to compete, satisfy customer needs and increase customer loyalty. This research aims to conduct a systematic review of existing literature regarding marketing strategies for sports and fitness venues using the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) method. This study includes research published in the last 10 years from indexed journal sources and identifies important findings regarding the effectiveness of various marketing strategies in service and retaining customers. The research results shows that personalization of service, utilization of technology, deep understanding of customer needs, and high service quality are key strategies that can increase perceived value, satisfaction, and customer loyalty in the sports and fitness sector.
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Jenneboer, Liss, Carolina Herrando, and Efthymios Constantinides. "The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review." Journal of Theoretical and Applied Electronic Commerce Research 17, no. 1 (2022): 212–29. http://dx.doi.org/10.3390/jtaer17010011.
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More and more companies have implemented chatbots on their websites to provide support to their visitors on a 24/7 basis. The new customer wants to spend less and less time and therefore expects to reach a company anytime and anywhere, regardless of time, location, and channel. This study provides insight into the influence of chatbots on customer loyalty. System quality, service quality, and information quality are crucial dimensions that a chatbot must meet to give a good customer experience. To make a chatbot more personal, companies can alter the language style. Human-like chatbots lead to greater satisfaction and trust among customers, leading to greater adoption of the chatbot. The results of this study showed that a connection between chatbots and customer loyalty is very likely. Besides, some customers suffer from the privacy paradox because of personalization. Implications of this study are discussed.
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Tiffany, Milenia, and Faurani Santi Singagerda. "Faktor Customer Review dan E-Service Quality terhadap Keputusan Pembelian Shopee." Jurnal Akuntansi, Keuangan, dan Manajemen 6, no. 2 (2025): 497–508. https://doi.org/10.35912/jakman.v6i2.3981.
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Purpose: This study aims to examine the influence of Customer Review and E-Service Quality, on purchase decisions mediated by the level of customer trust of the Shopee Application Methodology/Approach: The testing method used in this study was a quantitative method. This study used a questionnaire to collect data. The questionnaire was distributed by random sampling through Google Forms. Hypothesis testing was performed using a Structural Equation Model (SEM). Results/Findings: The results showed that online customer reviews had no effect on shopee purchase decisions, e-service quality had an effect on shopee purchase decisions, trust had an effect on shopee purchase decisions, trust weakened the influence of customer reviews on purchase decisions and trust weakened the influence of customer reviews on decisions purchase.Conclusions: Online customer review tidak berpengaruh terhadap keputusan pembelian di Shopee, sedangkan e-service quality dan trust memiliki pengaruh signifikan terhadap keputusan pembelian. Selain itu, trust memperlemah pengaruh customer review terhadap keputusan pembelian, sehingga Shopee perlu meningkatkan kualitas pelayanan inti untuk menjaga kepercayaan pelanggan.Limitations: This research is only limited to the variables of online customer reviews, e-service quality trust, and purchase decisions. There are many other factors that are very likely to be raised and explored for future research.nContribution: This research is expected to improve the purchase decisions and serve as a reference for further research.
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Anindya Najmina Nareswari and Adhila Suryaningsih. "Pengaruh Kualitas Pelayanan dan Kecepatan Respons Terhadap Kepuasan Pelanggan di Restoran Marugame Udon." Jurnal Riset Manajemen 2, no. 4 (2024): 249–59. http://dx.doi.org/10.54066/jurma.v2i4.2715.
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This research aims to analyze the influence of service quality and response speed on customer satisfaction at Marugame Udon restaurant. Through a literature review, this study examines various theories and previous research related to service quality, response speed, and customer satisfaction. The findings indicate that both service quality, which includes tangibles, reliability, responsiveness, assurance, and empathy, as well as response speed in serving customers, have a significant impact on customer satisfaction. Good service quality and high response speed can enhance customers' perception of the value offered by the restaurant and encourage customer loyalty. The implication of this research is the importance for the restaurant to continuously strive to improve service quality and response speed in order to maintain and enhance customer satisfaction
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Yusup, Fajar Muhammad, Revika Anastasya, and Anggit Dyah Kusumastuti. "ANALYZE THE FACTORS THAT AFFECT CUSTOMER LOYALTY TO THE QUALITY OF THE WAITER AT ROSALIA INDAH TRANSPORT COMPANY." Dynamic Management Journal 8, no. 3 (2024): 797. http://dx.doi.org/10.31000/dmj.v8i3.11607.
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Tight competition between companies in inter-city inter-provincial bus services requires improvements in quality service to retain customers. This literature review aims to analyze the factors that influence customer loyalty towards service quality at the Rosalia Indah Transportation Company. This study examines various relevant literature to identify and understand the influence of factors such as security and safety, convenience, timeliness, customer service, and ease of ordering on customer loyalty. The results of this literature review show that all of these factors significantly influence customer loyalty, with security and safety and comfort being very influential in building customer trust and satisfaction. This study suggests that to increase customer loyalty, companies should focus on continuous improvement in these aspects of service. The findings from this literature review provide guidance for Rosalia Indah's management in strategic efforts to improve service quality and maintain customer loyalty in the transportation industry.
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Fadillah, Azka Azizi, Afina Putri Vindiana, Annuridya Rosyidta Pratiwi Octasylva, and Edward Sahat Tampubolon. "Impact of Service Quality on Customer Satisfaction and Loyalty in Indonesia’s Water Providers: Literature Review." Jurnal Ilmu Pengetahuan dan Teknologi 9, no. 1 (2025): 43–49. https://doi.org/10.31543/jii.v9i1.388.
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This literature review explores the influence of service quality on customer satisfaction and loyalty in clean water service providers, with a specific focus on the challenges faced by such providers in Indonesia. Service quality, which includes dimensions such as tangibles, reliability, responsiveness, assurance, and empathy, plays a crucial role in determining customer satisfaction and loyalty. The study analyzes previous research to highlight the impact of these dimensions on customer perceptions and loyalty. It also identifies challenges faced by clean water service providers, including issues such as uneven water distribution, pipe leaks, inaccuracies in water meter readings, and delays in responding to customer complaints. The review emphasizes the importance of improving service quality through employee training, enhancing transparency, and utilizing technology to better serve customers. The findings of this review provide recommendations for clean water service providers to improve service quality, ultimately increasing customer satisfaction and loyalty.
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Mohamed Mohamed, Shymaa, Engy Yehia, and Mohamed Marie. "Relationship between E-CRM, Service Quality, Customer Satisfaction, Trust, and Loyalty in banking Industry." Future Computing and Informatics Journal 7, no. 2 (2022): 51–74. http://dx.doi.org/10.54623/fue.fcij.7.2.5.
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E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can utilize this research's insights into E-CRM to build client loyalty and increase the revenue and profitability of their firm
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Widyanur Handari, Dhiyananda Haniifah Putri, Surya Alam, and Jerremy Vincen Errol. "Pengaruh Fasilitas dan Kualitas Layanan Pelabuhan Terhadap Kepuasan Pelanggan." Public Service and Governance Journal 4, no. 1 (2023): 124–30. http://dx.doi.org/10.56444/psgj.v4i1.818.
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This literature study aims to review the literature relating to the effect of port facilities and service quality on customer satisfaction. The literature review was carried out by searching for articles published in leading and accredited journals. The results of the literature study show that port facilities and service quality have a significant influence on customer satisfaction. Complete and adequate facilities, such as parking areas, toilets and waiting areas, can increase customer satisfaction because they provide comfort and convenience for customers. In addition, good port service quality, such as service speed, staff friendliness, and punctuality, also contribute positively to customer satisfaction. Previous research has also shown that investment in port facilities and service quality can increase customer satisfaction. Customers who are satisfied with the services provided tend to return to using port services and recommend the port to others. However, there are several other factors that also affect customer satisfaction, such as the price of port services, port security, and ease of access. Therefore, it is important for ports to pay attention to these various factors in increasing customer satisfaction. In conclusion, this literature study shows that port facilities and service quality have a positive effect on customer satisfaction. Ports must pay attention to these factors to increase customer satisfaction and obtain long-term benefits for their business.
 
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Sharma, Savita, and Sidharth Srivastava. "Relationship between Service Quality and Customer Satisfaction in Hotel Industry." TRJ Tourism Research Journal 2, no. 1 (2018): 42. http://dx.doi.org/10.30647/trj.v2i1.20.
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In the competitive hotel industry, individual hotels find ways to be unique to make their products and services shine amongst others. Hotels do not leave any stone unturned to deliver best of the services to magnetize the customers. Therefore, the purpose of this review paper is to study whether high level of quality service actually leads to satisfied customers and makes them loyal towards a particular hotel brand. Further, the study intends to explore whether SERVQUAL model is applicable for the hotels to satisfy their customers. Papers related to service quality and customer satisfaction were reviewed from the online database. This paper contributes to the existing literature to explore the relationship between service quality and customer satisfaction and suggests that SERVQUAL method can be applied to the hotel industry to measure the customer satisfaction on the basis of five factors known as assurance, empathy, reliability, and tangibility, which will further lead the hoteliers to improvise customer services
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Wen, Zhanming, Yanjun Chen, Hongwei Liu, and Zhouyang Liang. "Text Mining Based Approach for Customer Sentiment and Product Competitiveness Using Composite Online Review Data." Journal of Theoretical and Applied Electronic Commerce Research 19, no. 3 (2024): 1776–92. http://dx.doi.org/10.3390/jtaer19030087.
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We aimed to provide a realistic portrayal of customer sentiment and product competitiveness, as well as to inspire businesses to optimise their products and enhance their services. This paper uses 119,190 pairs of real composite review data as a corpus to examine customer sentiment analysis and product competitiveness. The research is conducted by combining TF-IDF text mining with a time-phase division through the k-means clustering method. The study identified ‘quality’, ‘taste’, ‘appearance packaging’, ‘logistics’, ‘prices’, ‘service’, ‘evaluations’, and ‘customer loyalty’ as the commodity dimensions that customers are most concerned about. These dimensions should therefore serve as the primary entry point for improving the commodity and understanding customers. A review of customer feedback reveals that the composite reviews can be divided into three time stages. Furthermore, the sentiment expressed by customers can become increasingly negative over time. The product competitiveness based on the composite review can be characterised by four regional quadrants, such as ‘Advantage Area’, ‘Struggle Area’, ‘Opportunity Area’, and ‘Waiting Area’, and merchants can target these areas to improve product competitiveness according to the dimensional distribution. In the future, it will also be possible to take customer demographics into account in order to gain a deeper understanding of the customer base.
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Coronel, Paul Justine Panganiban. "Exploring Excellence: A Literature Review on Service Quality in the Hospitality Industry." International Journal of Multidisciplinary: Applied Business and Education Research 6, no. 1 (2025): 281–88. https://doi.org/10.11594/ijmaber.01.06.20.
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Service quality, defined as customers’ perceptions of service com-pared to their expectations, is critical in the hospitality industry (Vidyanata, 2022). Consistently meeting the diverse expectations of a broad customer base remains a significant challenge for ser-vice providers (Pomegbe et al., 2019). This review examines 25 empirical studies, summarizing their key findings and approaches to consolidate insights into service quality. It highlights fundamen-tal concepts, theories, and practical applications while identifying research gaps and inconsistencies. Key themes include the impact of service quality on customer satisfaction, loyalty, reputation, employee satisfaction, organizational success, and competitive advantage. Influencing factors identified include customer satis-faction, organizational processes, and technology. The study also offers strategies for improving service quality, providing actiona-ble insights for the hospitality industry.
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Jianxun, Wu, and Xu Xiaodi. "A Study on Relationships among Customer Value, Relationship Quality and Customer Equity: Zhengzhou Bank of Communications as an Example." Journal on Innovation and Sustainability. RISUS ISSN 2179-3565 2, no. 1 (2011): 70. http://dx.doi.org/10.24212/2179-3565.2011v2i1p70-75.
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Various studies on customer relationship management are carried out with the arrival of the new economy because intensified competitions among companies highlight the unprecedented importance of the customers. Based on the literature review of previous researches, the authors first put forward the model of customer relationship management, which is based on customer equity, then verify how the key dimensions in customer value influence customer equity and also discuss the role of relationship quality- mediating. The authors finally come to the conclusion that customer value has significant influence on customer satisfaction; and relationship quality also exerts significant influence on customer equity.
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A. R. Sudhamani, A. R. Sudhamani, and Dr N. Kalyanaraman Dr. N. Kalyanaraman. "Literature Review on Customer Perception on Service Quality in Banking Sector." Indian Journal of Applied Research 3, no. 7 (2011): 359–61. http://dx.doi.org/10.15373/2249555x/july2013/109.
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Lafta, Alaa Manea, Durgham Ibrahim Kadhim, and Sabeeh Nadhim Matrood. "The Impact of E-marketing on the Quality of Services Provided to the Customer in Light of the Competitive Advantage." Journal of Scientific Reports 5, no. 1 (2023): 78–87. http://dx.doi.org/10.58970/jsr.1028.
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The purpose of this study is to examine the impact of e-marketing on customer service quality. The research methodology involved a review of relevant literature and customers' perceptions of e-marketing practices. The findings indicate that e-marketing has a significant impact on customer service quality, with customers valuing quick and efficient communication through online channels. However, the research also identified limitations in the use of e-marketing, such as potential privacy concerns and the need for effective targeting. The practical implications of this study suggest that companies should prioritize e-marketing strategies to improve customer service quality. The originality and value of this research lie in its focus on the impact of e-marketing specifically on customer service quality.
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N, Sathiyavany,, and Shivany, S. "E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model." International Journal of Social Sciences and Humanities Invention 5, no. 6 (2018): 4808–19. http://dx.doi.org/10.18535/ijsshi/v5i6.08.
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Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty form the customers’ point of view. The reviews of literatures covers the trends in internet banking , E-service quality dimensions relating to e-banking services, e-Service Quality Dimension Measurement in Internet Banking, Key e-service quality factors influencing e-banking success, Interaction between e-Service Quality and e-Customer Satisfaction , Interaction between e-Customer Satisfaction and e-Loyalty, Interaction among e-Banking Service Quality, e-Customer Satisfaction and e-Customer Loyalty, Influence of Personal Demographic Factors on online banking, and conceptual model is formulated from the reviewed literatures. It is a concept paper formulated a research conceptual framework, and model to show the interactions among the E-service quality, e-satisfaction, and e-loyalty among the internet banking customers. Another part of this research will empirically test the formulated hypotheses in the present research work.
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Mian, Tariq Saeed. "The Role of Service Quality in Developing Customer Loyalty in the Banking Sector: A Case study of the Kingdom of Saudi Arabia." International Journal of Accounting and Financial Reporting 1, no. 1 (2014): 339. http://dx.doi.org/10.5296/ijafr.v4i2.6488.
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Maintaining a strong and loyal customer base is the objective of every organisation. However, in reality this is difficult to achieve in the current competitive environment. When the widespread challenges of the business environment are taken into account, organisations cannot simply plan to absorb new customers but instead adopt the strategy of preserving existing customers and promoting their loyalty to the organisation. This study examined customer loyalty in the banking sector in the Kingdom of Saudi Arabia (KSA). A theoretical model was constructed through an extensive literature review and by extracting the most relevant and important variables for customer loyalty. A questionnaire was used to collect data from customers of different banks. Regression results showed that service quality significantly influences customer satisfaction and customer trust. Furthermore, customer satisfaction and trust significantly affect customer loyalty towards banks. In this respect, service quality is imperative to maintain customer loyalty through customer satisfaction and trust.
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Dewi, Putu Tasya Villia, and Nilna Muna. "Quality Perception: Navigating Satisfaction and Review Credibility Pathways." Eduvest - Journal of Universal Studies 4, no. 11 (2024): 10570–88. https://doi.org/10.59188/eduvest.v4i11.49952.
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This study investigates the impact of product quality on customer perceived value, cus-tomer satisfaction, and information review credibility, alongside the mediating role of cus-tomer satisfaction and information review credibility. The research employs the Infor-mation Adoption Model (IAM) to explore how these variables influence customer prefer-ences in the e-commerce sector, focusing on Somethinc skincare products in Denpasar City. Data from 126 respondents were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). Results show that product quality positively affects customer perceived value, customer satisfaction, and information review credibility. Information review credibility effectively mediates the relationship between product quality and cus-tomer perceived value, while customer satisfaction does not. These findings provide theo-retical contributions to IAM and practical insights for businesses to enhance customer trust and value perception through improved product quality and credible information dissemination.
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S, O., Were, Miricho M, N., and Maranga V, N. "A CUSTOMER-EMPLOYEE ENCOUNTER: A REVIEW OF CUSTOMER QUALITY CONTROL ON RESTAURANT FOOD SERVICE." International Journal of Management, Innovation & Entrepreneurial Research 5, no. 2 (2019): 01–10. http://dx.doi.org/10.18510/ijmier.2019.521.
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Purpose of the Study: The purpose of this study review was to fill the literature gap into the customer quality control on restaurant food and beverage service, with the objective of identifying customer quality control methodologies within the hospitality’s food and beverage operations.
 Methodology: For purposes of carrying out the study review, the concept of customer employees encounter in the process of not only creating and offering goods and services but also the quality control aspect, and the various methodologies in doing so were considered and reviewed. The study employed a meta-analysis in gathering, analyzing, presentation and discussion of the study results.
 Main Findings: The study review findings reveal that hospitality organizations are facing a drift from the conventional restaurant standard operating procedures in reference to foodservice quality control with the customer taking a central position in the production and presentation of food services.
 The study proposes three main and most common global methodologies used by hospitality restaurant clients in setting and maintaining standards and in their attempts in controlling restaurant food service quality from frontline staff. These control measures include; restaurant tipping, customer satisfaction surveys as well as on-the-spot customer complaints.
 Limitations: This is a study review and therefore the study findings were arrived at in consideration of mainly secondary sources. Some studies are traditionally region and/ or country-specific and therefore much caution is needed when generalizing the study findings.
 Social implications: There is a myriad of ways through which restaurant food service quality control can be integrated into the customer employee service encounter. They reviewed three main methodologies in this study review may provide the best tools not only for quality control function but also build confidence among the customer base, thus yielding customer satisfaction and retention on the one hand, while creating business sustainability on the other hand.
 Originality: Minimal studies have been instituted and published in the area of customer quality control not only within the hospitality’s restaurant operation but also in the larger services industry. This study will, therefore, help the hospitality restaurant business to appreciate the role of customers in the process of quality services provision, thus enable organizations to achieve a strategic business competitive position.
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Prasetiyo, Budi, and Toni Krisman Ndruru. "Meningkatkan Kepuasan Nasabah melalui Kualitas Pelayanan pada Koperasi Cipta Usaha Mandiri." Jurnal Pemberdayaan Ekonomi 3, no. 1 (2024): 11–18. https://doi.org/10.35912/jpe.v3i1.2723.
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Purpose: The purpose of this research is to review customer satisfaction at the Cipta Usaha Mandiri Cooperative. Methodology/approach: This research applies a qualitative case study method using service quality to measure customer satisfaction at the Cipta Usaha Mandiri Cooperative. Results/findings: The results of the research and discussion show that one of the indicators of service quality is responsiveness, the importance of employees' willingness and ability to help customers and respond to their requests, so employees must serve customers quickly so that customers feel satisfied and if they are satisfied, customers will return for more information. use the services of the Cipta Usaha Mandiri Cooperative. One indicator of service quality is reliability which refers to discipline, the importance of time discipline in working to increase customer satisfaction because it can have a positive impact on customer satisfaction. If employees are disciplined on time when billing customers, the customer will certainly be ready to prepare funds to pay the bill, so that the customer will feel satisfied with the services at the Cipta Usaha Mandiri Cooperative. Limitation: The limitations of this research were that the research time was 3 month and the number of respondents was 20, which was considered insufficient. Contribution: Its contribution is to increase customer satisfaction and increase customer members.
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Dr., Sumedha Naik. "REVIEW OF LITERATURE ON SERVICE QUALITY OF HOTEL INDUSTRY." International Journal of Advance and Applied Research 9, no. 6 (2022): 277–83. https://doi.org/10.5281/zenodo.7070182.
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<strong>Abstract</strong> <em>The hotel industry has peculiar features being a 24/7 open service industry with a primary objective of providing accommodation, food and basic amenities. Being a service industry, </em><em>Service quality is a vital requirement and determinant of competitive advantage for creating and continuing positive and satisfactory associations with the customer in hotel industry. Numerous researchers worldwide studied the Service quality gaps in Hotel Industry, dimensions of hotel service quality, expectations and perceptions of hotel service quality and its relationship with customer satisfaction. This paper presents an overview of the literature regarding the service quality of Hotel Industry and studies analysing service quality gaps, studies analysing factors influencing expectations and perceptions of hotel customers. It further provides the review of studies applying SERVQUAL as a tool for measuring service quality and the reliability and validity of the SERVQUAL scale.</em>
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Sajjan, Dr Rajani, Pratik Bhangale, and Pankaj Desai. "FAKE REVIEW IDENTIFICATION USING VARIOUS KINDS OF NEURAL NETWORKS – A SYSTEMATIC REVIEW." International Research Journal of Computer Science 9, no. 9 (2022): 342–52. http://dx.doi.org/10.26562/irjcs.2022.v0909.01.
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In modern times, the foremost factors influencing the purchase decision of a customer are the reviews of other customers. People make their purchase decisions based on the reviews given by other people, thereby making these reviews a valuable source of information for any companies that wish to sell products online, and customers that wish to buy these products. The reliance of people on these customer reviews in turn may lead to a concern that people may misuse this platform and write fake reviews to untruthfully promote or devalue a certain product or commodity. These are known as Spam Reviews, or fake reviews, wherein people change, manipulate, and poison reviews for their own benefit. This review paper will focus on the latest techniques that have been developed or are in the research phase in order to deal with this research challenge. The methods previously used for this particular application are Data Mining, Natural Language Processing, Machine learning based on supervised learning architecture, etc. These methods are better developed, but have certain limitations. To provide a clearer picture on the latest methods, this paper shall also discuss methods like Bi-directional LSTM’s, Generative Adversarial Networks, and other related methods based on deep learning.
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Zhang, Wen Tu, Il Young Choi, Yun Joo Hyun, and Jae Kyeong Kim. "Hotel Service Analysis by Penalty-Reward Contrast Technique for Online Review Data." Sustainability 14, no. 12 (2022): 7340. http://dx.doi.org/10.3390/su14127340.
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Hotel reviews play an important role in the selection of hotels by travelers. Online travel platforms (e.g., Tripadvisor, Expedia) provide multi-criteria (e.g., room, service, location, sleep quality, etc.) ratings to make it easier for travelers to choose a hotel from reviews. Through penalty-reward contrast analysis (PRCA), this study aims to explore the asymmetric effects of attribute performance (Value, Cleanliness, Location, Rooms, Service, and Sleep Quality) on customer satisfaction with different geographic and cultural backgrounds using review data from hotels in Shanghai, Seoul, and New York. This study compares the asymmetric effects of attribute performance on customer satisfaction of hotels in different cities. At the same time, this study compares the asymmetric effects of attribute performance on customer satisfaction of reviews that are written in English and reviews that are written in the domestic language of hotels in the same city. The findings of this study help hotel managers serve customers from different cultural backgrounds and improve hotel services by identifying the criteria that affect customer satisfaction. As a result, it will be possible to improve the service and profitability of the hotel.
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Rai, Priyanka Vikas, and P. N. Mukherjee. "Impact of TQM Concepts in Automobile Industry as a Strategic Advantage- A Review." Journal of Global Economy 11, no. 4 (2015): 311–24. http://dx.doi.org/10.1956/jge.v11i4.416.
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TQM refers to a management process and set of disciplines that are coordinated to ensure that the organization consistently meets and exceeds customer requirements and achieve successfully its vision and mission. TQM engages all divisions, departments and levels of the organization therefore provides holistic approach.TQM companies are focused on the systematic management of data in all processes and practices to eliminate waste and pursue continuous improvement. The goal is to deliver the highest value for the customer at the lowest cost while achieving sustained profit and economic stability for the company. While every organization should implement its own specialized form of quality management, there are some basic core principles that guide every quality effort. The single most important element of quality management is the focus on the customer. During this quality process, we will strive frequently to hear from our customers. From this basic concept, that the customer is the ultimate determiner of quality, come the other principles of Quality management. All types of automotive industries have reduced costs increased process efficiency and improved the quality of their products and services by working to meet the needs of the people they serve through the application of total quality management (TQM) principles. Learning the principles and practices of TQM will help achieve outstanding results and enlist the support of top management in advancing this concept within the organization enabling area managers or supervisors to create a work environment that gets the best from its workers. The proof will be reflected in the results deliver to the customer. With growing global competition, quality management is becoming increasingly important to the leadership and management of automotive industry. Quality management principles provide understanding of and guidance on the application of quality management. By applying quality management principles, organizations will produce benefits for customers, owners, employees, suppliers and society as a whole.Keywords: Strategic management, total quality management, automotive/automobile industry   Â
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Thaichon, Paramaporn, Antonio Lobo, and Ann Mitsis. "An empirical model of home internet services quality in Thailand." Asia Pacific Journal of Marketing and Logistics 26, no. 2 (2014): 190–210. http://dx.doi.org/10.1108/apjml-05-2013-0059.
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Purpose – This study aims to investigate the antecedents to service quality and their relationship with affective evaluations of customers of internet service providers (ISPs) in Thailand. Design/methodology/approach – In order to achieve the research objectives, a model is proposed. The literature review and formulation of hypotheses related to each construct are then discussed. Findings – The findings reveal that service quality is influenced by network quality, customer service, information support, privacy and security. Service quality in turn also impacts customer loyalty attributes, including satisfaction, value, trust and commitment. Satisfaction is a determinant of customer trust, whereas the direct relationship between value and customer commitment is not supported. Research limitations/implications – The model in this study was tested in the Thai ISP context which may be different in other service industries as well as in other countries. Practical implications – By enhancing service quality, firms can influence customers' satisfaction, value, trust and commitment, which are critical for an ISP's success and long-term sustainability. Originality/value – By applying the findings of this study, ISPs can strategise in making customers more central in their day-to-day operations, which would create competitive advantage for them.
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Impa, Janeane Nicolle M., Rika Kawai, Alexia Mae B. Ocampo, and Fulepro Alberto Madrilejos Mr. "Review Analysis of Luxury Hotels in Manila Based on the Report of Online Travel Agencies using SERVQUAL Framework." International Journal of Management and Commerce Innovations 11, no. 1 (2023): 203–21. https://doi.org/10.5281/zenodo.8054607.
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<strong>Abstract:</strong> Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. Consumers like to share their ideas and hunt for information online, and they find the content of online reviews more useful than suggestions from other online information sources. Online customer reviews are a vast and open source of information on how customers feel about the quality of a company's service, particularly in the hotel business, where it is useful to gauge hotel quality based on customer input. The capacity to distinguish between positive and negative reviews at luxury hotels according to SERVQUAL attributes of tangibility, reliability, empathy, responsiveness and assurance could help hotels identify problems and prioritize solutions and offer better services of the Luxury hotels. The outcomes of the study will assist hotel management in gaining a complete knowledge of client complaints regarding service difficulties and promoting service enhancements. Managers can determine the most effective customer retention approach by knowing the likelihood of customer complaints over time. This study was conducted to examine and analyze the content of positive and negative customer reviews from Booking.com, Expedia, and TripAdvisor in five-star hotels in Manila. SERVQUAL dimensions was used to classify both positive and negative reviews from the selected OTAs in five-star hotels in Manila. Findings revealed that the responsiveness dimension in the recreational services area received the highest number of customer reviews than any other service area of the hotels gathered from the selected OTAs of the study. <strong>Keywords:</strong> Customer Satisfaction, Luxury Hotels, Online Reviews, Online Travel Agencies, Review Analysis, SERVQUAL Framework. <strong>Title:</strong> Review Analysis of Luxury Hotels in Manila Based on the Report of Online Travel Agencies using SERVQUAL Framework <strong>Author:</strong> Impa, Janeane Nicolle M., Kawai, Rika, Ocampo, Alexia Mae B., Mr. Fulepro Alberto Madrilejos <strong>International Journal of Management and Commerce Innovations </strong> <strong>ISSN 2348-7585 (Online)</strong> <strong>Vol. 11, Issue 1, April 2023 - September 2023</strong> <strong>Page No: 203-221</strong> <strong>Research Publish Journals</strong> <strong>Website: www.researchpublish.com</strong> <strong>Published Date: 19-June-2023</strong> <strong>DOI: https://doi.org/10.5281/zenodo.8054607</strong> <strong>Paper Download Link (Source)</strong> <strong>https://www.researchpublish.com/papers/review-analysis-of-luxury-hotels-in-manila-based-on-the-report-of-online-travel-agencies-using-servqual-framework</strong>
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Oh, Haemoon, and Kawon Kim. "Customer satisfaction, service quality, and customer value: years 2000-2015." International Journal of Contemporary Hospitality Management 29, no. 1 (2017): 2–29. http://dx.doi.org/10.1108/ijchm-10-2015-0594.
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Purpose This paper aims to review hospitality and tourism research on customer satisfaction (CS), service quality (SQ) and customer value (CV) published in several established hospitality and tourism journals over the past 15-16 years. A parallel review of research on the same topics published in several leading marketing journals is also conducted to show comparisons in research trends across the two different, but closely related, fields of study. By doing so, this paper aims to summarize lessons learned from previous research and provide suggestions for future research on the topics in the hospitality and tourism discipline. Design/methodology/approach This study reviewed 242 articles appearing in six selected hospitality and tourism journals and 71 articles in four business journals that were published on CS, SQ and CV over the period of 2000-2015. A comprehensive coding scheme was developed to sort each study by more than 50 criteria. Findings While research on these topics has grown constantly during the period in the hospitality and tourism field, it has declined in the general business discipline over the same period. Hospitality and tourism research relied heavily on cross-sectional data through a survey approach, whereas business studies used experimental designs more frequently. Research on CS has sustained both interest and productivity, but research on SQ and CV has dwindled over time. Another notable finding is that most studies are not grounded in strong theories, although CS studies tended to be more theory-embedded. Practical implications This study provides many useful insights into the research practice and trends of related research and suggestions for future research, especially for hospitality and tourism researchers. Originality/value This study provides an unprecedented, comprehensive review of theories, methods, discussion points, implications, limitations and conclusions of studies on CS, SQ and CV published in selected hospitality and tourism journals over the past 15 years.
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Frans Sudirjo, Ratnawati Ratnawati, Rini Hadiyati, I Nyoman Tri Sutaguna, and Muhammad Yusuf. "THE INFLUENCE OF ONLINE CUSTOMER REVIEWS AND E-SERVICE QUALITY ON BUYING DECISIONS IN ELECTRONIC COMMERCE." Journal of Management and Creative Business 1, no. 2 (2023): 156–81. http://dx.doi.org/10.30640/jmcbus.v1i2.941.
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Tokopedia online store has seen a drop in visitors; the drop in online shop visitors at Tokopedia can be interpreted as consumer purchasing decisions at Tokopedia remaining unappealing to the general public, so the Tokopedia online store redoubles its efforts to prevent customers from switching to other online store websites. Requirements for elements that impact purchasing decisions at the Tokopedia online store, such as online customer reviews and the influence of e-services. The purpose of the review is to decide and assess the impact. 1. Determine the impact of an online client survey on purchasing decisions. 2. To determine the impact of e-services on purchasing decisions. 3. To determine the simultaneous impact of online customer reviews and e-service quality on purchasing decisions. Exploration utilizing quantitative methodologies. As many as 278 people participated in the exploratory test. SPSS is used to manage the testing. Given the effect of reviews that online customer reviews influence purchase choices at the Tokopedia online store, e-service quality influences purchase choices at the Tokopedia online store, the concurrent impact of online customer reviews and e-service quality on purchasing decisions at the Tokopedia online store. Tokopedia is an online shopping mall.
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Li, Yunman, and Chompu Nuangjamnong. "Exploring the Impact of Social Media Marketing, Customer Attitude, and Engagement within the Quality of Review and Review Valence on Customer Purchase Intention in Green Cosmetic Product in Chengdu, China." International Journal of Social Sciences and Humanities Invention 9, no. 12 (2022): 7523–46. http://dx.doi.org/10.18535/ijsshi/v9i012.06.
Full textAbstract:
Purpose – The purpose of this research is to explore the impact of social media marketing, customer attitude, and engagement within the quality of review and review valence on customer purchase intention in the green cosmetic product in Chengdu,China.
 Design/Methodology/Approach – This research is using secondary data analysis and an archival study approach to investigate the factors that impact on customer purchase intention on green cosmetic product in Chengdu, China. The data was gathered from 401 customers with an ordinary demand for cosmetic product and live in Chengdu, China. Moreover, to construct a new conceptual framework, this research adopted tow frameworks from previous research.
 Findings – This research examined at the factors that influence customer attitude and purchase intention in green cosmetics product. The research's findings revealed that quality of review and review valence have impact on customer attitude. Moreover, customer purchase intention got affect by social media marketing, customer attitude and customer engagement.
 Research Limitations/Implications – There are a number of limitations to researching the factors that influence customer attitude and purchase intention. This research is based on Chinese who live in Chnegdu, so this study may not be completely applicable to people from different cultural backgrounds in other nations.
 Originality/value - This research is about the important influencing variables that customer attitude and purchase intention.
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Sukwadi, Ronald, F. X. Brian Tristya Atmaja, and Gary Yu-Hsin Chen. "Integration of Latent Dirichlet Allocation and Quality Function Deployment to Analyze Hotel Service Quality Based on TripAdvisor." Journal of Applied Research and Technology 20, no. 5 (2022): 594–605. http://dx.doi.org/10.22201/icat.24486736e.2022.20.5.1456.
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The main goals of this research are to determine customers’ requirements from hotels based on TripAdvisor and the technical capabilities to fulfill customers’ requirements. Latent Dirichlet Allocation (LDA) used in this research is the method to determine the customer requirements based on review from TripAdvisor. An output from the LDA method is used as input to Voice of Customer (VOC) in the quality function deployment (QFD). A hotel is selected to be a case study for implementing the integration of LDA and QFD. Questionnaires are distributed to the respondents for the purposes of filling the QFD. The absolute weight, relative weight, absolute importance and relative importance from the QFD with the highest scores are determined as the major capabilities to fulfill customers’ requirements. Suggestion given to the hotel based on output from the QFD. The suggestions for the hotel in this research were unannounced inspections and notes for list of problem to be solved immediately by the hotel.
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Groth, Markus, Yu Wu, Helena Nguyen, and Anya Johnson. "The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience." Annual Review of Organizational Psychology and Organizational Behavior 6, no. 1 (2019): 89–113. http://dx.doi.org/10.1146/annurev-orgpsych-012218-015056.
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Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes; ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.
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Perkasa, Naufal Putra Yundra, and Nuruni Ika Kusuma Wardhani. "PENGARUH KUALITAS WEBSITE DAN ONLINE CUSTOMER REVIEW TERHADAP MINAT BELI ULANG PELANGGAN BLIBLI DI SURABAYA." Jurnal Pendidikan Ekonomi (JURKAMI) 8, no. 1 (2023): 287–97. http://dx.doi.org/10.31932/jpe.v8i1.2073.
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Customers who wish to shop online must visit the website and see product reviews before making a decision, therefore the quality of the website and user reviews are crucial factors. This research was conducted with the aim of knowing the effect of website quality as well as online customer reviews on customer repurchase intentions on the Blibli marketplace. This study uses a sample size of 72 people who have shopped or are currently shopping on the Blibli website. For this study, information retrieval used a questionnaire distribution method in the southern part of Surabaya. The variables in this study that were chosen by the researcher were Website Quality (X1) and Online customer reviews (X2) as independent variables and then Repurchase Intention (Y) as the dependent variable. for this study using the analysis model that is PLS, as well as for sampling used is nonprobability sampling and the technique for analysis using purposive sampling is a technique using various considerations to determine the study sample. The results of this study show that good website quality and positive online customer reviews can encourage customer repurchase interest in the Blibli marketplace
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Raišienė, Agota Giedrė, and Simonas Juozapas Raišys. "Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective." Sustainability 14, no. 12 (2022): 7437. http://dx.doi.org/10.3390/su14127437.
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The paper aims to take a novel look to customer satisfaction with B2B service through the lens of customer perception of service quality criterions. By literature review, service quality models define sets of key factors, however, do not rank them by significance. Based on AHP analysis of expert interview results, we argue that the current models of service quality reflect business customer perceptions partially. This is a gap in B2B service quality knowledge that this study seeks to fill. The quality criterions play a role in building a positive balance between the customers’ expected and perceived value of services. Thus, we propose the model of customer satisfaction with factors divided into essential, significant, sufficient, and marginal according to their level of significance. The model may encourage academics to understand customer satisfaction criteria in service quality not only as generic sets but also at the importance of the criteria themselves in relation to each other. In the aspect of practical implication, the model can help B2B enterprises to rationally manage resources on set quality priorities to achieve customer satisfaction and, hence, to ensure organization sustainability by more effective organizational resource management. The model also can benefit B2B customers when considering service providers capable of delivering service quality which meets the expectations.
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As Shidiq, Abdul Rasyid, and Yun-Tsan Lin. "The The Influence Of Service Quality, Brand Trust And Customer Perceived Value On Costumer Satisfaction Study Of Amaris Hotel Customer In Indonesia." International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM) 2, no. 1 (2024): 666–76. http://dx.doi.org/10.21009/isc-beam.012.42.
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The hotel business can grow rapidly quantitatively by capturing the market in the tourism sector which continues to grow very rapidly. A hotel company will be able to compete and win market share if the hotel is able to provide good quality products and services. This study investigates the correlation between service quality, brand trust, customer perceived value, and their collective influence on customer satisfaction, focusing study of Amaris Hotel Indonesia. Drawing upon a comprehensive review of literature and employing a quantitative research approach, data were collected from a sample of hotel customers through structured surveys. Utilizing advanced statistical techniques such as regression analysis, the study examines the influence of service quality, brand trust, customer perceived value on customer satisfaction. Target included Amaris Hotel Indonesia customers. A total of 272 valid questionnaires were collected and verified with PASW Statistics 18. The conditions were: Service quality positive and significant impact on customer satisfaction. Brand trust has a positive and significant impact on customer satisfaction. Customer perceived value positive and significant impact on customer satisfaction. This indicates that customers who perceive higher service quality, exhibit greater trust in the hotel brand, and perceive greater value are more likely to be satisfied with their hotel experience. Additionally, this study reveals distinct interactions and moderation effects among these variables, highlighting the complex dynamics underlying customer satisfaction in the hospitality industry. These insights contribute to both theoretical understanding and practical implications for hotel managers seeking to enhance customer satisfaction in a highly competitive market environment.
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AL-SULTAN, Sultan Yahya, and Ibrahim Ahmed Al-Baltah. "Enhancement Customer Loyalty Via Data Mining Techniques in Yemeni Banks: Review Study." مجلة جامعة صنعاء للعلوم التطبيقية والتكنولوجيا 2, no. 4 (2024): 348–54. http://dx.doi.org/10.59628/jast.v2i4.1059.
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Artificial intelligence (AI) significantly enhances our daily lives, driving many service and financial institutions to seek optimal utilization of it. This paper addresses the problem, which is the inability of some institutions, such as banks, to satisfy customers using outdated methods and solely focusing on acquiring new customers instead of prioritizing customer retention that would be more effective and profitable to them. The main object of this paper is to enhance the quality of service in banks by proposing an intelligent model that leverages customer data to improve services and foster customer loyalty. This paper was motivated by the limited research on customer churn in Yemen and the scarcity of simple intelligent models globally. The methodology employed in this paper includes an in-depth analysis of existing literature on customer churn. Finally, this paper provides a comprehensive and concise conclusion based on the findings.
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Iqbal, Asif Iqbal, Eruj Wajidi, Madeeha Khan, and Muhammad Javed Khan. "Impact of Review Quantity, Review Quality, Reviewer Expertise, Product/Service Rating on Purchase Intention: The Moderating Effect of Consumer Trust." Journal of Social & Organizational Matters 3, no. 1 (2024): 11–29. http://dx.doi.org/10.56976/jsom.v3i1.43.
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This study examines how review quantity, quality, expertise, and product/service rating affect consumer purchase intention. The research examines the moderating impact of consumer trust to better understand how internet reviews affect consumer decision-making. Online reviews significantly influence consumer perceptions and choices in the digital age. However, the literature does not examine how review quantity, quality, reviewer expertise, and product/service ratings affect purchase intention. Effective e-commerce strategies need understanding review credibility and customer trust’s moderating effects. This study uses a quantitative approach to analyze survey data from a broad sample of internet customers. Data was collected from 385 internet users in Pakistan. The study found complex correlations between review quantity, quality, reviewer competence, product/service ratings, and purchase intention. Consumer trust modifies these interactions, emphasizing its importance in review influence. The study provides a complete examination of the complex relationship between review-related criteria and purchase intention, adding to the current knowledge. The moderating impact of customer trust helps us comprehend digital consumer decision-making mechanisms. Businesses, marketers, and politicians can use the study's findings to improve online reviews and e-commerce platform trust. The moderating effects clarify consumer decision-making mechanisms and help businesses strategically manage online reviews, build credibility, and build consumer trust in e-commerce platforms. The study affects marketers, policymakers, and enterprises seeking online and consumer relations optimization.
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Et.al, P. S. Venkateswaran. "Impact of Retail Service Quality and Store Service Quality on Patronage Intention towards Organized Retail Industry." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (2021): 1462–71. http://dx.doi.org/10.17762/turcomat.v12i3.944.
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Purpose: A proper service increases the customer satisfaction and positive word of mouth. The aim of this paper is to find out the impact of retail service quality and store service quality on patronage intention and word of mouth towards organized retail industry.
 Design/methodology/approach: The study data were collected from [location masked for blind review] using a structured questionnaire. A sample of 419 was used. A structural model was developed for analysis to find out the linkage between study variables.
 Findings/results: Findings reveal that retail service quality and store service quality are increasing the customer satisfaction. The findings showed that retail service quality, store service quality, and customer satisfaction significantly impact patronage intention and word of mouth. Problem solving is the major issue faced by the retail stores. Hence they have to take immediate action towards it to maintain their loyal customer base
 Practical implications: Problem-solving is not having significant relationships with customer satisfaction. Store managers have to create a pleasant experience and amplify the strength factors to create a bond between the store and the customers
 Originality/value: This paper is helpful to the retail store managers as well as new entrepreneurs who are going to start a new venture in the retail business.
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Nyan, Louisa M., Samuel B. Rockson, and Paul K. Addo. "The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty." Journal of Management and Strategy 11, no. 3 (2020): 13. http://dx.doi.org/10.5430/jms.v11n3p13.
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The aim of the study was to investigate customer satisfaction’s mediation role in the relationship between service quality and customer loyalty within Ghana’s telecommunication sector. The report followed an approach to quantitative analysis and questionnaires to collect data from 105 respondents. The statistical analysis was performed using descriptive methods and inferential statistical techniques in IBM SPSS. The mediation analysis was made using Hayes' PROCESS macro model 4. Results of the analysis showed that quality of service is a substantially positive indicator of customer loyalty. It was also evident that Service Quality had a significant and positive influence on customer satisfaction. The direction between the mediator (Customer Satisfaction) and Customer Loyalty was positive but not significant. Again, it became evident that customer satisfaction partially balances the relationship between service quality and customer loyalty. It was evident that telecommunications companies' service quality cannot be the only predictor of customer loyalty, but customer satisfaction should be considered. The study recommends that telecommunications companies in Ghana should lose the script or the strict customer interaction code, review and analyze customer interactions, make multifunctional supports available and reconnect with disgruntled customers.
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Ginting, Reytha Ulfa Nurqia, Dedy Ansari Harahap, and Mochamad Malik Akbar Rohandi. "Pengaruh Product Quality, Online Customer Review, dan Price Discount terhadap Impulse Buying pada Marketplace Shopee." Bandung Conference Series: Business and Management 3, no. 2 (2023): 758–67. http://dx.doi.org/10.29313/bcsbm.v3i2.8031.
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Abstract. With the presence of e-commerce among the public in buying and selling products to meet their daily needs easily, consumers experience a change in behavior from shopping directly to conventional stores to shopping through e-commerce. This has led to the growth of online shopping and an increase in impulse buying with some indications that product quality, online customer reviews and price discounts will be factors in consumers making impulse buying. So this study aims to find out how product quality is described, online customer reviews and price discounts at Shopee and to determine the effect of product quality, online customer reviews and price discounts on Shopee. This research is a type of research with quantitative methods. The sampling technique used is non-probability sampling, namely purposive sampling. The population in this study were consumers who had made a purchase at least once and obtained a sample of 220 people. The data analysis used is descriptive analysis using multiple linear regression analysis. The results of this study indicate that product quality partially has a significant effect on impulsive purchases, online customer reviews partially have a significant effect on impulse purchases, and price discounts partially have a significant effect on impulse buying. And simultaneously product quality, online customer reviews and price discounts have a significant effect on impulse buying.
 Abstrak. Dengan adanya e-commerce dikalangan masyarakat dalam menjual dan membeli produk untuk memenuhi kebutuhan sehari-hari secara mudah, membuat konsumen mengalami perubahan perilaku dari berbelanja secara langsung ke toko konvensional menjadi berbelanja melalui e-commerce. Hal tersebut menyebabkan pertumbuhan belanja online dan peningkatan pembelian impulsif dengan beberapa indikasi bahwa product quality, online customer review dan price discount akan menjadi faktor konsumen melakukan pembelian impulsif. Penelitian ini bertujuan untuk mengetahui bagaimana gambaran product quality, online customer review dan price discount pada Shopee serta untuk mengetahui pengaruh product quality, online customer review dan price discount pada Shopee. Penelitian ini merupakan jenis penelitian dengan metode kuantitatif. Teknik sampling yang digunakan adalah nonprobability sampling yaitu purposive sampling. Populasi pada penelitian ini adalah konsumen yang telah melakukan pembelian minimal 1 kali dan didapatkan sampel sebanyak 220 orang. Analisis data yang digunakan adalah analisis deskriptif menggunakan analisis regresi linear berganda. Hasil penelitian ini menunjukkan bahwa product quality secara parsial berpengaruh signifikan terhadap impulse buying, online customer review secara parsial berpengaruh signifikan terhadap impulse buying, dan price discount secara parsial berpengaruh signifikan terhadap impulse buying. Serta secara simultan product quality, online customer review dan price discount berpengaruh signifikan terhadap impulse buying.
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Rachmat, Basuki, Indrayati ,, and Karisma Sri Rahayu. "REVIEW: MODEL KONSEPTUAL BUDAYA LAYANAN." PUBLIC CORNER 19, no. 1 (2024): 23–30. http://dx.doi.org/10.24929/fisip.v19i1.3536.
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Abstract This research is a review of literature related to the results of previous research. The research method used is a literature study of prior research to produce a conceptual model for research on civil service culture. Madani's Service Culture, which is developed within the internal environment of business entities, is expected to create employee satisfaction, which can have an impact on building quality service (qualified service) to realize quality service value (qualified service value) and have a positive effect on the formation of customer satisfaction (customer satisfaction) to customer loyalty (customer loyalty). Madani's Service Culture, which is developed within the internal environment of business entities, is expected to create employee satisfaction, which can have an impact on building quality service (qualified service) to realize quality service value (qualified service value) and have a positive effect on the formation of customer satisfaction (customer satisfaction) to customer loyalty (customer loyalty). Keyword: Qualified Service Value, Customer Satisfaction, Customer Loyalty, Madani's Service Culture. Abstrak Penelitian ini merupakan review literatur terkait hasil penelitian terdahulu. Metode penelitian yang digunakan merupakan studi literatur tentang penelitian terdahulu untuk menghasilkan suatu model konseptual penelitian tentang budaya layanan madani. Budaya Layanan Madani (Madani’s Service Culture) yang dikembangkan di lingkungan internal entitas bisnis diharapkan dapat mewujudkan kepuasan karyawan (employee satisfaction) yang dapat berdampak pada terciptanya layanan yang berkualitas (qualified service) untuk mewujudkan nilai layanan yang berkualitas (qualified service value) serta berpengaruh positif terhadap bentukan kepuasan pelanggan (customer satisfaction) hingga loyalitas pelanggan (customer loyalty). Budaya Layanan Madani (Madani’s Service Culture) yang dikembangkan di lingkungan internal entitas bisnis diharapkan dapat mewujudkan kepuasan karyawan (employee satisfaction) yang dapat berdampak pada terciptanya layanan yang berkualitas (qualified service) untuk mewujudkan nilai layanan yang berkualitas (qualified service value) serta berpengaruh positif terhadap bentukan kepuasan pelanggan (customer satisfaction) hingga loyalitas pelanggan (customer loyalty). Kata Kunci : Nilai Layanan Berkualitas, Kepuasan Pelanggan, Loyalitas Pelanggan, Budaya Layanan Madani.
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Chilufya, Kennedy. "Customer Service Quality in The Banking Industry. A Case Study of Zanaco-Ndola." Texila International Journal of Management 8, no. 2 (2022): 81–94. http://dx.doi.org/10.21522/tijmg.2015.08.02.art007.
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The main purpose of the research was to find out the customer service quality in the banking industry with respect to ZANACO PLC. The literature review on the subject was mainly collected from journals, textbooks, publications of articles and other relevant literature. The purpose was mainly to enhance the understanding of the subject. The primary data was collected from existing ZANACO west branch customers and its Management; Data was collected through questionnaires, direct observations, and personal interviews with the key informants on the subject matter. This research sought to establish the customer service quality in the banking sector, a case of ZANACO Ndola. The main objective of the study was to investigate the impact of customer service quality in the banking sector and make recommendations based on the findings of the study and to determine the importance of providing quality customer service to customers, and at the same time, checking whether customer service is a tool for gaining competitive advantage. Mainly a descriptive research design was used for the collection and analysis of data. Finally, it was found that customers are generally satisfied with the quality of services offered by ZANACO. Keywords: Atm, Commercial Banks, Covid-19, Investrus, Xapit, Zanaco.
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Indra Wibowo, Yusuf. "LITERATURE REVIEW CUSTOMER SATISFACTION DETERMINATION AND LEVEL OF COMPLAINT: PRODUCT QUALITY AND SERVICE QUALITY." Dinasti International Journal of Digital Business Management 3, no. 4 (2022): 683–92. http://dx.doi.org/10.31933/dijdbm.v3i4.1268.
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Previous research or relevant research is very important in a scientific research or article. Previous research or relevant research serves to strengthen the theory and influence of relationships or influences between variables. Article ini review customer satisfaction determination and complaint level: Product Quality and Service Quality Analysis, A Study of Marketing Management Literature. The purpose of writing this article is to build a hypothesis of influence between variables to be used in future research. The result of this risearch library is that: 1) Product Quality affects Customer Satisfaction; 2) Service Quality affects Customer Satisfaction; 3) Product Quality affects complaint level; 4) Service Quality affects complaint level; and 5) Customer Satisfaction affects complaint level.