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Journal articles on the topic 'External customer satisfaction'

Author: Grafiati

Published: 3 June 2025

Last updated: 31 July 2025

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1

Koesharijadi, Koesharijadi. "Factors Affecting Loyalty Customer Services Banking Industry in East Java." International Journal of Business and Management 11, no. 6 (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

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Puryanti, Puryanti, Budhi Setianto, and Agus Aan Adriansyah. "The Influence of External Service Quality and Satisfaction on Patient Loyalty in Surabaya Islamic Hospital." Journal of Health Sciences 16, no. 01 (2023): 77–83. http://dx.doi.org/10.33086/jhs.v16i01.3984.

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One of the most essential things in the success of a service besides the value of satisfaction is customer loyalty. Loyalty here is an indicator of how many customers want to promote our services without us asking, while repeated visits from customers make customers happy and proud to use our services. This study aimed to measure the value of Customer Satisfaction, Loyalty, and External Service Quality. This study used secondary data, totaling 356 patients who completed a customer satisfaction survey at Surabaya Islamic Hospital. This study showed that the characteristics of the patients at th

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Danuwar, Ranjana Kumari, Bal Ram Chapagain, Surendra Mahato, and Udaya Raj Paudel. "The Effect of External CSR on Customer Loyalty in Nepalese Banking Sector: Mediating Roles of Reputation, Satisfaction, and Trust." Journal of Business and Social Sciences Research 10, no. 1 (2025): 115–40. https://doi.org/10.3126/jbssr.v10i1.80313.

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Corporate Social Responsibility (CSR) is increasingly practised, with companies not only prioritizing profit growth but also contributing to society. Thus, this study examines the impact of external CSR on customer loyalty in Nepal’s banking sector, considering customer satisfaction, trust, and corporate reputation as mediating variables. This study uses explanatory research design, and data were collected from 403 bank’s customers in the Kathmandu Valley via Kobo Toolbox. Structural equation modelling (SEM) was applied to analyse relationships among the study variables. The results indicate t

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KARADENİZ, Seher. "THE EFFECTS OF INTERNAL CUSTOMER SATISFACTION TO EXTERNAL CUSTOMER SATISFACTION AND A RESEARCH." INTERNATIONAL REFEREED JOURNAL OF MARKETING AND MARKET RESEARCHES 01, no. 2 (2014): 16. http://dx.doi.org/10.17369/uhpad.201429245.

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Yusmansyah, Erfizal Fikri, Syafrizal Martinis, Agnesia Candra Sulyani, Hasna Nurhasanah, and R. Danisworo Wicaksono Rivianto. "Measuring Internal Customer Satisfaction Using Net Promoter Score: Case Study on Digital Product." International Journal of Membrane Science and Technology 10, no. 2 (2023): 3089–97. http://dx.doi.org/10.15379/ijmst.v10i2.3053.

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Digitally oriented companies with the primary business process of making digital products are greatly influenced by customer satisfaction. Customer satisfaction can be used as an indicator of the success of a product or service. If customer expectations are met, the satisfaction level will also be high. However, if their expectations are not met, this can have a fatal impact on the company. There are usually two different types of customers: internal and external. This study aims to measure inner customer satisfaction to ensure that the digital products being marketed have received support int

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Musella, Flaminia, Roberta Guglielmetti Mugion, Hendry Raharjo, and Laura Di Pietro. "Reconciling internal and external satisfaction through probabilistic graphical models." International Journal of Quality and Service Sciences 9, no. 3/4 (2017): 347–70. http://dx.doi.org/10.1108/ijqss-02-2017-0007.

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Purpose This paper aims to holistically reconcile internal and external customer satisfaction using probabilistic graphical models. The models are useful not only in the identification of the most sensitive factors for the creation of both internal and external customer satisfaction but also in the generation of improvement scenarios in a probabilistic way. Design/methodology/approach Standard Bayesian networks and object-oriented Bayesian networks are used to build probabilistic graphical models for internal and external customers. For each ward, the model is used to evaluate satisfaction dri

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Davis, Tim R. V. "Part I: Satisfying internal customers: The link to external customer satisfaction." Planning Review 20, no. 1 (1992): 34–40. http://dx.doi.org/10.1108/eb054347.

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Lugina, Jupita Arum, and Mazaya Rizy Safira. "Hubungan Komunikasi Interpersonal Customer Service Dengan Service Quality Bank Mandiri Pasar Jombang." Jurnal Ilmiah Universitas Batanghari Jambi 22, no. 2 (2022): 1004. http://dx.doi.org/10.33087/jiubj.v22i2.2197.

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We are currently in the era of cutting-edge technology, the function of the banking industry to promote and maintain the economy of a country is very important. The services provided by Customer Service officers to customers are very closely related to communication, especially interpersonal communication. In the banking world, it is also inseparable from the existence of public relations, the activities of external public relations are effective, persuasive and informative communication for the external community of the company. Some customers think that inadequate service will lead to custom

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Liu, Chun-Chu, and Chien-min Huang . "The Relationship between Work Satisfaction and Service Satisfaction in Perspective of Financial Specialist-Customer Relationship." Information Management and Business Review 4, no. 8 (2012): 434–43. http://dx.doi.org/10.22610/imbr.v4i8.998.

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This study is based on customer relationship management (CRM). The purpose of the study is to explore the relationship between customer relationship and job satisfaction of financial specialists in perspective of customer treatment satisfaction. The study on customer relationship is divided into five aspects, which are awareness, exploration, expansion, commitment, and dissolution. Job satisfaction is divided into two aspects including internal and external satisfaction. The relationship of the aspects is studied through questionnaires, descriptive statistics, and multiple regression analysis.

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Jannah, Annita. "The Influence of Visitor Satisfaction on Hotel Customer Loyalty." Jurnal Bisnis Mahasiswa 4, no. 1 (2024): 63–71. http://dx.doi.org/10.60036/jbm.v4i1.art7.

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The reduction in visitors to accommodation or hotels is certainly due to several factors, both external and internal hotel factors. This could include customers being dissatisfied with the results of their visit, so they no longer want to visit the hotel. Therefore, this research will test whether customer dissatisfaction affects hotel visitor loyalty. The data collection method uses verification and descriptive methods. The research results show that customer satisfaction is generally quite high to very high. In this customer satisfaction variable, system satisfaction is the largest, and comp

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Man, Mandy Mok Kim, and Lim Rui Yang. "Factors Affecting Customer Satisfaction in Purchasing Car." International Journal of Marketing Studies 15, no. 1 (2023): 12. http://dx.doi.org/10.5539/ijms.v15n1p12.

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Globalization of the markets coupled with economic downturn had changes the pattern of customer behavior and consumption patterns. The customer buying behavior is a complex topic as many internal and external factors have impact on the level of satisfaction of the customer. From the past decade, previous researchers had attempted to understand how customers&rsquo; needs their responses and feedbacks. In 2017, the number of Honda Civic 2017 Model car owners has reached 109,511 units in Malaysia and the Malaysia&rsquo;s southern region occupied 34% of Honda&rsquo;s total sales compar

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Mbaabu, Amos Gitonga, and Dr Reuben Njuguna. "Antecedents of Customer Satisfaction and Customer Retention in Outspan Hospital in Nyeri County, Kenya." East African Scholars Journal of Economics, Business and Management 5, no. 10 (2022): 269–76. http://dx.doi.org/10.36349/easjebm.2022.v05i10.001.

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The rate at which private hospitals are failing to satisfy and retain their customers is becoming a concern for hospital managers. Customer satisfaction and retention issues have affected most private hospitals leading to customer defection. For organizations to have a competitive edge over their competitors, they need to focus on customer satisfaction and retention to reduce customer defections. The general objective of the study was to evaluate the antecedents of satisfaction and retention of customers in Outspan Hospital in Nyeri County, Kenya. The study was guided by the Service Quality Ga

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Rodriguez, Alexander Sánchez, Reyner Pérez Campdesuñer, Gelmar García Vidal, and Rodobaldo Martínez Vivar. "Tools for measuring and improving external customer satisfaction in stores of Santo Domingo, Ecuador." International Journal of Engineering Business Management 9 (January 1, 2017): 184797901772317. http://dx.doi.org/10.1177/1847979017723172.

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This article is based on the development and application of a procedure to measure and improve external customer satisfaction, allowing a rational intervention in the variables related to the quality of service and leading to the progressive improvement of quality management in stores of Santo Domingo, Ecuador. It was possible to measure the levels of satisfaction experienced by customers based on perceptions about the service they receive. In addition, it allowed the modeling of indicators measuring the degree of customer satisfaction and loyalty, both globally and by processes, from a multi-

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Justin Chandra, Andy Angkasa, William Tanjaya, Louis Valentino Chairus, and Johnson Lowie. "Analisis Kepuasan Pelanggan dan Kualitas Layanan Pengguna Online Transportasi In Drive." Dinamika Publik: Jurnal Manajemen dan Administrasi Bisnis 2, no. 1 (2024): 173–82. http://dx.doi.org/10.59061/dinamikapublik.v2i1.621.

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his study uses linear regression analysis to see how customer satisfaction and their levels of satisfaction in In Drive Transportation services relate to each other. The results showed that there is a relationship between the customer satisfaction variable and their satisfaction rate. However, overall, a regression model can only explain a small part of the variable that affects the customer’s satisfaction level. The main results suggest that most variables included in this analysis cannot explain most variations in client satisfaction levels. This suggests that other variables, such as the ov

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Özlen, Onurlu, and Karataş Suna. "THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND INTERNAL SERVICE QUALITY FROM AN INTERNAL MARKETING PERSPECTIVE AND AN APPLICATION IN THE BANKING SECTOR." International Journal of Research – Granthaalayah 4, no. 2 (2017): 159–78. https://doi.org/10.5281/zenodo.848118.

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In a highly competitive environment, the meeting of customer demands and expectations in an effective way is highly crucial for companies that want to have a competitive advantage and to keep on existing in the long run. The main objective of companies is making profit in a sustainable way and this is possible by assuring customer satisfaction. The quality of the services that companies offer their customers is closely related with the performance of the employees. This has made it necessary that marketing activities for employee satisfaction be developed prior to customer satisfaction. Feelin

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Moschuris, Socrates J., and George F. Velis. "Customer Perceptions on Service Satisfaction with Third Party Logistics (3PL) Service." International Journal of Applied Logistics 3, no. 4 (2012): 33–47. http://dx.doi.org/10.4018/jal.2012100103.

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Today, more firms are focusing on core competencies and turning to external specialists (Third Party Logistics – 3PLs) for sophisticated logistics solutions. The 3PL service industry is characterized by customer relationships that can extend over several years, involving multiple instances of service delivery. Customers’ satisfaction level has a profound impact on attracting new customers and customer retention. This research investigates customer perceptions regarding the service offered by a medium-sized 3PL operating in Greece. Results indicate that customers are satisfied with the outfit o

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Stan, Valentina, Barbara Caemmerer, and Roxane Cattan-Jallet. "Customer Loyalty Development: The Role Of Switching Costs." Journal of Applied Business Research (JABR) 29, no. 5 (2013): 1541. http://dx.doi.org/10.19030/jabr.v29i5.8069.

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Customer loyalty plays a crucial role in firms performance. Over the last three decades the antecedents of customer loyalty in the service sector have attracted great interest by academics and practitioners alike. This study has two key objectives. First, we investigate how image perceptions, service quality and customer satisfaction contribute to customer loyalty. The results show that the organizational image customers hold of the service provider and perceived service quality have a similarly strong relationship with customer loyalty. Moreover, both, service quality and organizational image

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Choi, Hee-Gyeong. "The Impact of Employee Service Quality of Freight Forwarding Companies on Customer Satisfaction and Loyalty." Global Convergence Research Academy 4, no. 2 (2025): 78–88. https://doi.org/10.57199/jgcr.2025.4.2.78.

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Freight forwarding companies employee are key players in the global supply chain, providing customized logistics services and effectively coordinating multiple modes of transportation and complex logistics flows. Due to the nature of this industry, the quality of service provided by employees at the point of contact with customers has a direct impact on customer perceptions and attitudes, and plays a key role in building customer satisfaction and long-term loyalty. This study empirically analyzed the impact of employee service quality on customer satisfaction and customer loyalty by surveying

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Calvo-Porral, Cristina, and Jean-Pierre Lévy-Mangin. "Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping." Administrative Sciences 11, no. 1 (2021): 6. http://dx.doi.org/10.3390/admsci11010006.

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Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction in different shopping contexts. In this context, the present research aims to answer the following questions: “Are the store atmospheric variables equally relevant in hedonic and utilitarian shopping?”; and further: “Does the influence of store environment on customer satisfaction vary depe

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Baral, Gehanath. "Duty Bearers and Care Seekers." Journal of Nobel Medical College 12, no. 2 (2023): 1–2. http://dx.doi.org/10.3126/jonmc.v12i2.60798.

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Health care systems and businesses have a common format of service delivery to the customer. Both internal and external customers are there and the difference is in the urgency, degree of continuity of care, and sensitivity of issues. Motivation of internal customers and satisfaction of external customers are the key elements of success. The service system is described as a Four-block service system.

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Jessica Juventia, Ronald Suryaputra, and Amelia. "Analisis Pengaruh Assurance, Menu, External Environment, Accuracy, Food Quality, Responsiveness, Hygiene Quality, Interior Design, Atmosphere, Price terhadap Customer Loyalty Melalui Customer Satisfaction pada Kafe X Sidoarjo." El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam 5, no. 4 (2024): 2464–76. http://dx.doi.org/10.47467/elmal.v5i4.1928.

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Population growth is in line with the growth of the economy in Sidoarjo City. In 2022, Sidoarjo City will increase its economy by 7 percent. This is influenced by several factors, one of which is the large number of MSMEs emerging in Sidoarjo. One of the MSMEs that has emerged is in the food and beverage industry, namely The Rooster Coffee and Company Sidoarjo which has a vintage design and was founded in 2018. The purpose of this research is to determine the influence of Assurance, Menu, External Environment, Accuracy, Food Quality, Responsiveness, Hygiene Quality, Interior Design Atmos

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Sabaruddin, Sabaruddin, Raudha Hakim, and Arbain Tata. "CSI (Customer Satisfaction Index) and IPA (Importance Performance Analysis) of Speed Rum Harbort in Tidore Island City." East Asian Journal of Multidisciplinary Research 2, no. 12 (2024): 5245–52. http://dx.doi.org/10.55927/eajmr.v2i12.7693.

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The city of Tidore Islands is a city whose characteristics are islands, in order to be accessible to other places it has developed itself in the port sector. Where in its development, researchers see the need for community perception as an external basis for determining the development priority scale. This research aims to analyze customer satisfaction and analyze the attributes corrected by Speed Rum Harbor. The sampling method used is accidental sampling and the analysis methods used are Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The results showed that Cu

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Christian, Ishmael Ofoli, Thomas Anning-Dorson, and Nii Nookwei Tackie. "Customer loyalty and value anticipation: does perceived competition matter?" African Journal of Economic and Management Studies 12, no. 2 (2021): 321–35. http://dx.doi.org/10.1108/ajems-09-2020-0443.

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PurposeDrawing on customer value theory and the demanding nature of today's customers, this paper examines the moderating effects of competition, as perceived by customers, on the nexus between customer value anticipation (CVA), satisfaction and loyalty.Design/methodology/approachUtilizing data from the Ghanaian banking sector, which has been going through some reforms that are changing the banking landscape, the study analyzes data from 587 customers. Respondents were drawn from a cluster of banks within an enclave with different types of customers and epitomize the competitive nature of Ghan

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Park, Sun-Ju. "Effects of Beauty Service Workers’ Image-Making on Customer Satisfaction and Revisit Intention." Asian Journal of Beauty and Cosmetology 20, no. 2 (2022): 261–71. http://dx.doi.org/10.20402/ajbc.2022.0047.

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Purpose: This study aims to investigate the effect of image-making of beauty service workers on revisit intention, focusing on the mediating effect of customer satisfaction.Method: A program analysis using the Statistical Package for the Social Sciences (SPSS) was performed to investigate how the image-making of beauty service workers affects customer satisfaction.Results: Image-making of beauty service workers positively affects customer satisfaction and revisit intention. In particular, the social image of beauty service workers had a significant impact on revisit intention via customer sati

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Budiman, M. Arif, and Muhartini Salim. "Analysis Of Strategies To Increase Customer Satisfaction Using Swot Analysis At Barbershop 96 In Bengkulu City Post Covid 19." Manager Review 7, no. 1 (2025): 15–22. https://doi.org/10.33369/tmr.v7i1.41290.

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This research aims to analyze customer satisfaction at Barbershop 96 through a SWOT analysis approach, with a focus on revealing strengths, weaknesses, opportunities and threats that influence service quality. The research methods used include in-depth interviews with customers, distributing questionnaires, and direct on-site observation. The collected data is then analyzed qualitatively and described. The results of the SWOT analysis are expected to provide in-depth insight into the factors that influence customer satisfaction at Barbershop 96. Service advantages and internal weaknesses at Ba

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Oh, Geun Hye. "Internal and External Customer Satisfaction and Stock Market Response." Journal of CEO and Management Studies 24, no. 3 (2021): 149–67. http://dx.doi.org/10.37674/ceoms.24.3.7.

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SOPIA, MAYA, OKI DERMAWAN, and JUNAIDAH JUNAIDAH. "EDUCATIONAL CUSTOMER SATISFACTION." SOCIAL : Jurnal Inovasi Pendidikan IPS 4, no. 3 (2024): 389–402. http://dx.doi.org/10.51878/social.v4i3.3379.

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In education, a marketing strategy is an effort to connect producers, usually schools, with customers or potential customers. The main goal of this strategy is to increase customer satisfaction by understanding customer needs and expectations and producing superior value compared to competitors. Schools must consider internal and external components and the environment that can influence the success of marketing plans. Education marketing helps attract new students and retain old students. Schools can manage and develop effective strategies by using the marketing mix concept (product, price, p

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Gong, Jing, and In Seon Yoo. "An Empirical study on the Effect of E-Service Quality to Satisfaction." International Journal of Management Sciences and Business Research 2, no. 10 (2013): 01–07. https://doi.org/10.5281/zenodo.3441683.

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With the development of e-commerce, e-banking becomes one of the most booming service industries since the reform and opening up in china. Many studies have been conducted to assess users’ satisfaction with e-banking, none has focused on the ways in which the three quality factors (system quality, information quality and service quality) associated with ebanking affect customer satisfaction in china. Our proposed research model, based on DeLone and McLean’s IS success model, assesses how these three external quality factors can impact customer’s satisfaction and trust. We col

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Manurung, Azwar Anas, Endang Sulistya Rini, and Khaira Amalia Fachruddin. "The effect of Customer Capital on Loyalty with Satisfaction and Commitment as Intervening Variables: An Empirical Investigating in Credit Division at PT Bank Sumut, Branch Coordinator of Medan, Indonesia." International Journal of Science and Business 3, no. 2 (2019): 42–53. https://doi.org/10.5281/zenodo.2567408.

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Loyalty is essential to maintaining good relationships with customers. The banking activity is trust by the client, so the bank is a financial institution that is the place for companies, government agencies, and private parties, as well as the public in saving funds. Customer capital is one of the elements of intellectual capital, a harmonious and good relationship that the company has with its partners. It comes from a loyal and satisfied customer of the company's service. Customer satisfaction as a fulfillment response, from comparing customer experience with expectations of service. Cu

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Nurul Laily Abdulloh Putri. "PENGARUH KINERJA BANK TERHADAP KEPERCAYAAN NASABAH BANK SYARIAH INDONESIA (BSI) PASCA MERGER." WADIAH 6, no. 2 (2022): 120–40. http://dx.doi.org/10.30762/wadiah.v6i2.140.

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The merger of three state-owned Islamic banks namely BRI Syariah Bank, BNI Syariah and Mandiri Syariah into one entity under the name Bank Syariah Indonesia (BSI) in early February 2021 resulted in various changes both from the internal and external sides of the company. One of the parties who feel the impact of this merger is the customer from the three Sharia Banks, this study aims to determine the effect of the bank's performance which in this case is seen from the quality of service and customer satisfaction on the level of customer trust after the merger. This research uses quantitative m

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SIMON, ALAN. "VALUE-ADDED APPROACH TO CORPORATE MANAGEMENT: QUALITY MANAGEMENT PRACTICES IN THE AUSTRALIAN BUSINESS SERVICE INDUSTRY." Journal of Enterprising Culture 03, no. 04 (1995): 427–43. http://dx.doi.org/10.1142/s0218495895000222.

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A survey was conducted in 1993 on the Chief Executive Officers of large Australian companies such as finance companies, advertising agencies and suppliers of software that provide a service to businesses. The aim of the study was to survey the nature and extent of quality management practices with special reference to inhouse care in these organisations. Questionnaires were sent to 428 companies and 219 (51 per cent) responded. CEOs considered an ability to bring out the best in, motivate and communicate with internal customers (the staff) to be important principles of good management. More th

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Nafi'atul Hasanah, Ahmad Qolfathiriyus Firdaus, Akhyak, Nur Efendi, and Himad Ali. "Integrated Quality Management in Improving Customer Satisfaction." JMPI: Jurnal Manajemen, Pendidikan dan Pemikiran Islam 3, no. 1 (2025): 130–38. https://doi.org/10.71305/jmpi.v1i1.1.

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This study aims to examine the implementation of Integrated Quality Management (Total Quality Management/TQM) in improving customer satisfaction at two madrasahs, namely MAN 2 and MAN 3 Tulungagung. The research focuses on three main aspects: policies, culture, and commitment in quality management implemented to meet the expectations of internal customers (teachers, staff, and students) as well as external customers (parents, the community, and other stakeholders). The research approach used is qualitative with a multisite study design. Data collection techniques are conducted through in-depth

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Noor, Wahyudin, and Juhji Juhji. "Implementation of HR management functions: A quality-analysis." AL-ISHLAH: Jurnal Pendidikan 14, no. 4 (2022): 7381–92. http://dx.doi.org/10.35445/alishlah.v14i4.2311.

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This study aims to analyze the practice of Human Resource (HR) management functions in Madrasah Aliyah Negeri (MAN) Yogyakarta III from a quality perspective. The research method used is descriptive qualitative through in-depth interviews, observation, and documentation. Data analysis uses the stages of reduction, presentation, and inference. The results showed that, at MAN Yogyakarta III, the institution's quality is quite influenced by implementing the Human Resource Management (HRM) function, which can be seen in the form of internal and external customer satisfaction. For internal customer

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Lamtiur Sihombing, Muhammad Arief, Ika Baskara, and Gilang Pratama Hafids. "The Effect of Customer Orientation and Service Quality on Customer Loyalty Mediated by Customer Satisfaction at Bank BRI." Neo Journal of economy and social humanities 4, no. 1 (2025): 158–73. https://doi.org/10.56403/nejesh.v4i1.294.

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This research aims to explore the influence of service quality and customer orientation on customer loyalty through customer satisfaction at Bank BRI in Bekasi City. Using a descriptive quantitative approach, data were collected from 105 respondents via an online questionnaire and analyzed using Structural Equation Modeling – Partial Least Square (PLS-SEM). The analysis results indicate that service quality and customer orientation do not have a direct significant effect on customer loyalty. However, service quality has a significant positive impact on customer satisfaction, which ultimately e

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Shipola, Jennipher, and Bupe Getrude Mwanza. "The Effects of Loyalty Programs on Customer Retention." African Journal of Management and Business Research 17, no. 1 (2025): 423–51. https://doi.org/10.62154/ajmbr.2024.017.010527.

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This study examined the effectiveness of loyalty programs on customer retention within The Foschini Group (TFG) in Zambia, motivated by challenges including a 4% annual profit decline, inflation, power cuts, and a $1.5 billion turnover reduction in Africa. Despite introducing loyalty programs like "TFG Rewards & More" (TFGRM) and "My TFG World Reward" (MTFGWR), sales dropped from 20% in July 2023 to 5.2%, raising concerns about their impact on retention. The study aimed to evaluate the impact of these programs on customer retention and the role of external business challenges. Using a quan

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Huh, Jong-ho, Ga-eun Lee, Min-ha Park, and Eun-Je Jeong. "Impact of ESG Activities on Internal and External Customer Satisfaction: Integrated Analysis of ESG, Employee Satisfaction and Customer Satisfaction Field Data." korean management review 52, no. 5 (2023): 1119–35. http://dx.doi.org/10.17287/kmr.2023.52.5.1119.

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Regue, Zineb, and Hadj Mohammed Regue. "THE CORRELATION BETWEEN INTERNAL AND EXTERNAL CUSTOMER SATISFACTION AS A TOOL FOR ACTIVATING SERVICE MARKETING IN SMALL AND MEDIUM ENTERPRISES." International Journal of Professional Business Review 9, no. 10 (2024): e05046. http://dx.doi.org/10.26668/businessreview/2024.v9i10.5046.

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Purpose: This research paper seeks to determine the relationship between internal and external customer satisfaction in order to activate the marketing of tourism services for Algerian small and medium enterprises by practicing internal marketing. Methodology: In order to answer the raised questions and test the validity of the hypotheses, and after reviewing previous studies, the descriptive analytical approach was relied upon, as this approach is one of the forms of scientific description and interpretation organized to describe the variable under study, depict it quantitatively, and analyze

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Hasanin, Iman Abdel Hamid. "Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role." International Journal of Marketing Studies 10, no. 4 (2018): 94. http://dx.doi.org/10.5539/ijms.v10n4p94.

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The study aims to identify the nature of the relationship between the dimensions of corporate entrepreneurship and loyalty of customers. It intends to do that through the mediating role of customer satisfaction, by identifying the extent to which these dimensions apply according to the study the study, as well as the knowledge of the relationship quality. In order to meet the objectives of the study, a regular sample of 384 individuals was selected. These individuals were clients of the selected commercial banks, selected by customers who frequented the banks within a specified period of time.

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Merinda Ratna Sari, Marhaendra Kusuma, and Siti Isnaniati. "Pengaruh Pelayanan, Kualitas Jaringan, Harga Yang Kompetitif Terhadap Kepuasan Pelanggan Dan Dampaknya Terhadap Kinerja Keuangan PT Global Media Data Prima Cabang Kediri." Maeswara : Jurnal Riset Ilmu Manajemen dan Kewirausahaan 1, no. 4 (2023): 225–39. http://dx.doi.org/10.61132/maeswara.v1i4.100.

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This study aims to determine the effect of service, network quality, competitive prices on customer satisfaction and the impact on financial performance of pt global media data prima kediri branch. This case study was conducted at PT Global Media Data Prima, Kediri branch. Barokah in 2020-2021 which consists of variables (X) including: service, network quality, competitive prices, variable (Y) customer satisfaction and external variables of financial performance. The sampling technique uses a cluster random sampling technique with random sample types based on area. The results of this study in

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Sharma, Krishna Prasad. "The Impact of Merger and Acquisition on Customer Satisfaction in Post- Merger Phase in Banking Sector of Nepal." Journal of Nepalese Business Studies 11, no. 1 (2018): 57–69. http://dx.doi.org/10.3126/jnbs.v11i1.24202.

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Mergers and acquisitions among financial institutions have been increased due to the introduction of merger by-law in May 2011 and capital enhancement through monetary policy of Nepal Rastra Bank in 2015. Bank and financial institutions need to be fully approachable and reactive that banking merger has not hampered customer service. Since the entire business depends on the customer’s positive feedback and satisfaction, good customer service is essential in this kind of business. It is always being argued that the impact of mergers and acquisitions on the customer is difficult to measure due to

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Giuseppe, Granata, De Filippo Antonio, and Cavacece Ylenia. "Relationship Marketing And Value Creation To Improve The Customer Satisfaction." International Journal of Management Sciences and Business Research 5, no. 12 (2016): 166–71. https://doi.org/10.5281/zenodo.3468673.

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The Enterprise shall be considered as a potentially open and contextualized system, which its survival derives from interchanges of external relationships. Nonetheless, the rational dimension is the key point to maintain a high level of competitiveness. The number of relation and interdependence with third parties is even more increasing, such that it seems to create a dissolution of enterprise"s borders and it leads us to redefine which kinds of interconnections are external and internal of itself. By reaching its interests, the enterprise is constantly reclaimed to manage social dimension re

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Chen, Liwei, J. J. Po-An Hsieh, Arun Rai, and Sean Xin Xu. "How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels." MIS Quarterly 45, no. 2 (2021): 719–54. http://dx.doi.org/10.25300/misq/2021/13265.

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To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We approach these issues by investigating the concept of infusion use, defined as CS employees’ assessment

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Suman, Nithin M. N. "IMPACT OF PRICING AND DELIVERY ON CUSTOMER SATISFACTION: A STUDY ON ONLINE FOOD DELIVERY COMPANIES." International Scientific Journal of Engineering and Management 04, no. 05 (2025): 1–9. https://doi.org/10.55041/isjem03332.

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Abstract: Purpose- This research paper investigates the crucial factors influencing customer satisfaction in the context of online food delivery services, with a specific focus on pricing strategies and delivery efficiency. The primary purpose of the study is to gain insights into how these factors collectively contribute to overall customer satisfaction, thereby informing strategies for enhancing the competitiveness of online food delivery companies. Understanding these factors and their influence is crucial for companies to optimize their strategies and enhance customer loyalty in a highly c

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Putra, Carolus Andro Novalgi, Firdaus Eka Kusumawardhana, Muhammad Wahid Akmal, and Yosep Ferry Susanto. "SWOT Analysis and Customer Satisfaction: Laundry Business Optimization Strategy." Innovation, Technology, and Entrepreneurship Journal 1, no. 2 (2024): 88–93. http://dx.doi.org/10.31603/itej.11909.

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This research aims to analyse the company's vision, mission, and internal and external conditions while establishing a strategy for the Laundry business to improve the business and meet customer needs. The state of its business greatly influences an organization's business strategy. Organizations can better understand the company's internal and external conditions through SWOT analysis. It also allows companies to create strategies that suit industry competition. After analysing the SWOT, further analysis was carried out using the Internal Factor Evaluation (IFE) and External Factor Evaluation

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Fadilah Lailatul Maghfiroh and Dwi Yuli Rakhmawati. "The Influence of Service Quality and Price on Customer Loyalty through Customer Satisfaction as an Intervening Variable (Study at LBB SSL Sidoarjo)." JURNAL PENDIDIKAN IPS 14, no. 2 (2024): 271–83. http://dx.doi.org/10.37630/jpi.v14i2.1806.

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This research was conducted to determine the effect of service quality and price on customer loyalty through customer satisfaction as an intervening variable at the Sang Siroju Lillah Sidoarjo Tutoring Institute. This research uses quantitative methods. The population in the research were students at the Sang Siroju Lillah Tutoring Institute at elementary, middle and high school levels. The number of samples used in this research was 114 students and used probability sampling which provides equal opportunities for all populations to be sampled. Data was analyzed using the SmartPLS method which

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Dolzhenko, R. A., and S. B. Dolzhenko. "An Experiment of Measuring Customers’ Satisfaction with University Services." University Management: Practice and Analysis 27, no. 3 (2023): 17–24. http://dx.doi.org/10.15826/umpa.2023.03.020.

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The university as an educational organization tries to satisfy students’, employees’, partners’, and other interested parties’ needs. One of the tools for assessing the effectiveness of this activity is the “voice of the customer” approach. This article presents the experiment of using this technology in the Russian Presidential Academy of National Economy and Public Administration. Our purpose is to analyze the results of studying the “voice of the customer” within the university, to show the capabilities, limitations, and possibilities of using this toolkit when developing the educational in

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AL-Farsi, Fahd, and Abdullah Basahel. "SEQUENCE OF ELECTRONIC SERVICE QUALITY ON CUSTOMER SATISFACTION." International Journal for Innovation Education and Research 2, no. 3 (2014): 10–24. http://dx.doi.org/10.31686/ijier.vol2.iss3.152.

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This study investigates the impact of electronic service quality dimensions on customers’ satisfaction. Finding indicates that customers are satisfied in three dimensions: information, ease of use and security/privacy while they answer with “Neutral” for the other dimensions: design, reliability and interactivity/personalization which in turns did affect the overall satisfaction. Furthermore, the recommendations of this research were as follows: Organization should give more attention to its e-service quality especially in the three dimensions which did not meet its customer’s expectation whi

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Rudijav Andalas, Muhammad. "Influences of Internal Service Quality, Employee Satisfaction, External Service Satisfaction And Customer Satisfaction Toward Customer Loyalty Of Gojek Service Users in Malang." IPTEK Journal of Proceedings Series, no. 1 (January 4, 2022): 381. http://dx.doi.org/10.12962/j23546026.y2020i1.11936.

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Saputra, Oki Galuh. "EKSPLORASI FAKTOR-FAKTOR KEPUASAN KONSUMEN DI ROUTER COFFEE." PERFORMA 2, no. 1 (2017): 28–35. https://doi.org/10.37715/jp.v2i1.434.

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Router Coffee is one of the cafe business in Surabaya that already has enough consumers. Opinions, perceptions, and customer satisfaction have an important role for a company. This study aims to determine what factors are related to consumer satisfaction in Router Coffee by using the factors of service quality, product quality, price, or relationship marketing. The existence of this research is expected to be used as input Router Coffee company to further develop and improve the company through customer satisfaction in accordance with existing theory. Data collection method used by the author

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Enrico Ciavolino, Sergio Salvatore, Piergiorgio Mossi, and Marta Vernai. "Quality And Prosumership. Proserv: A New Tool For Measuring The Customer Satisfaction." International Journal of Business and Society 18, no. 3 (2017): 409–26. http://dx.doi.org/10.33736/ijbs.3119.2017.

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The current paper aims to present a new modelfor assessingthe Customer Satisfaction. The model, named Prosumership Service Quality Model (PROSERV), can be seen as an extension ofthe European Customer Satisfaction Index (ECSI), where the centrality of the customer is developed in order to take into account the prosumership as a fundamental part of service quality and satisfaction. The theoretical model has been formalized in 4hypotheses: (HP1) the PROSERV-Q questionnaire has a good level of reliability; (HP2) the PROSERV-Q underlies the three level abstraction modelled by PROSERV; the estimated

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