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Journal articles on the topic 'Satisfaction level of customers'

Author: Grafiati

Published: 5 June 2025

Last updated: 1 August 2025

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1

Kolathappilly, Anjali Balan, and Mathan Kumar. "Satisfaction Level of Customers on E-CRM." Journal of Lifestyle and SDGs Review 4, no. 4 (2024): e03549. http://dx.doi.org/10.47172/2965-730x.sdgsreview.v4.n04.pe03549.

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Objectives: Commercial banks are moving from a product-centric approach to a customer-oriented approach. This shift reflects the current trend of prioritizing the customer, where the saying "Customer is the King" has become prevalent. Customers now have the option to compare various products and choose those that best meet their preferences. They also expect a high level of service, a tailored product offering, and a personalized delivery model. In this context, banks in Kerala, similar to other regions in India, must adapt quickly to meet these evolving expectations to remain competitive. The

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Levy, Shalom. "Does usage level of online services matter to customers’ bank loyalty?" Journal of Services Marketing 28, no. 4 (2014): 292–99. http://dx.doi.org/10.1108/jsm-09-2012-0162.

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Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a signif

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Wojciechowska-Solis, Julia. "Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing." Zeszyty Naukowe SGGW, Polityki Europejskie, Finanse i Marketing, no. 9(58) (June 28, 2013): 638–45. http://dx.doi.org/10.22630/pefim.2013.9.58.55.

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Article addresses an issue of the relationship between the level of service quality and the customer satisfaction who decided to purchase it. The paper presents results of survey carried out by means of Servqual method in 2012 among 200 customers of travel agencies from Lublin region. The aim of the study was to determine the level of customer’s satisfaction with the services provided by travel agencies (determination of the difference between the quality of service provided by travel agencies and the quality expected by customers). Based on the study, it is concluded that the level of satisfa

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Ullah, Rafi, Mehwish Iftikhar, Muhammad Umer Shahid, and Muhammad Hamza Shahab. "Customer Satisfaction Level in Islamic Banking and conventional Banking (A Case of Pakistan)." Journal of Management Info 3, no. 1 (2016): 9–20. http://dx.doi.org/10.31580/jmi.v9i1.50.

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The main purpose of this research study was to identify the level of customerâ€™s satisfaction by using the products and services of both Islamic and conventional banks in Pakistan. Furthermore, this research study determined the customerâ€™s satisfaction level in banking in terms of; internet banking, management interaction and the banking environment, service quality in term of SERVQUAL model, ATM facilities, privacy and security The main objective of the study was to investigate the following main points.(1) Customer`s satisfaction level in Islamic and conventional banks. (2) Why customers

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Johan, Johan. "The Service Quality and Marketing Mix Influence to Customer Satisfaction of Pertamina Petrol Station." Applied Quantitative Analysis 3, no. 2 (2023): 1–13. https://doi.org/10.31098/quant.1745.

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Petrol station company usually is classified as a trading company to sell fuel to customers. The service quality variable is as important as the goods (fuel) trading. The company should serve customer's needs and wants in the petrol station business as a comprehensive trading and service operation. That is why the writer tries to research service quality and marketing mix influence related to customer satisfaction in a Pertamina petrol station but will be viewed by gender perspective, how they are treated and valued by female and male customers.The research area is in Pertamina petrol station

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Dwinur, Janreza1 &. Rony Riduan*2. "CUSTOMER SATISFACTION LEVEL ANALYSIS OF INTAN BANJAR WATER COMPANY'S CUSTOMERS USING IMPORTANCE PERFORMANCE ANALYSIS METHOD." GLOBAL JOURNAL OF ENGINEERING SCIENCE AND RESEARCHES 7, no. 7 (2020): 49–60. https://doi.org/10.5281/zenodo.3969044.

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Intan Banjar Water Company is a regional owned company engaged in the supply of clean water. The service of water supply company must be as good as possible. The purpose of this research is to find out the level of customer satisfaction as well as the level of employee satisfaction in order to know the performance of Intan Banjar Water Company in fulfilling water supply which is then put forward recommendations in an effort to improve the service. Through the Importance Performance Analysis, recommendations for service improvement are obtained by inserting the values of importance and perceive

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Buoye, Alexander, Yuliya Komarova Loureiro, Sertan Kabadayi, et al. "Is share of wallet exclusively about making customers happy or having more customers? Exploring the relationship between satisfaction and double jeopardy." Journal of Service Management 27, no. 4 (2016): 434–59. http://dx.doi.org/10.1108/josm-05-2015-0157.

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Purpose – The satisfaction and loyalty research argues that customer satisfaction is an antecedent to share of wallet (SOW). The double jeopardy view, however, argues that satisfaction and SOW levels are driven exclusively by penetration levels. Customer satisfaction and penetration, however, are not always positively related. The purpose of this paper is to explore the relevance and validity of these two divergent perspectives to creating growth in customer share of spending. Design/methodology/approach – The authors examine a series of models evaluating the impact of both the relative penetr

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A. Ramos, Adoree, Ivory Jane A. Arcilla, and Cristel Joy C. Macatangay. "DOWNLOAD PDF DOWNLOAD XML FACTORS AFFECTING CUSTOMER’S SATISFACTION ON FACEBOOK MARKETPLACE AS PURCHASING PLATFORM: EVIDENCE FROM LAGUNA, PHILIPPINES." Journal Of Third World Economics 1, no. 1 (2023): 26–29. http://dx.doi.org/10.26480/jhcdc.01.2023.26.29.

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This paper investigates the factors affecting the customer’s satisfaction on the Facebook Marketplace as a platform for online shopping. The purpose of this study is to determine what characteristics influence customers’ satisfaction when they purchase any product from Facebook Marketplace. The study dealt with the factors affecting customer satisfaction on the Facebook marketplace, namely: expectation, perceived performance, and disconfirmation; the level of customer satisfaction with using Facebook as a purchasing platform; and the significant difference in factors affecting customer satisfa

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A. Ramos, Adoree, Ivory Jane A. Arcilla, Reimyella G. Coralde, and Cristel Joy C. Macatangay. "FACTORS AFFECTING CUSTOMER’S SATISFACTION ON FACEBOOK MARKETPLACE AS PURCHASING PLATFORM: EVIDENCE FROM LAGUNA, PHILIPPINES." Journal Of Third World Economics 1, no. 1 (2023): 26–29. http://dx.doi.org/10.26480/jtwe.01.2023.26.29.

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This paper investigates the factors affecting the customer’s satisfaction on the Facebook Marketplace as a platform for online shopping. The purpose of this study is to determine what characteristics influence customers’ satisfaction when they purchase any product from Facebook Marketplace. The study dealt with the factors affecting customer satisfaction on the Facebook marketplace, namely: expectation, perceived performance, and disconfirmation; the level of customer satisfaction with using Facebook as a purchasing platform; and the significant difference in factors affecting customer satisfa

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Hieu, Tran Minh, and Nguyen Duong Ngoc Mai Chi. "Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.657.

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This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach’s Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer’s satisfaction about service quali

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Kholijah, Gusmi, and Melva Silka Br Ginting. "Level of Satisfaction Using m-Banking." Jurnal Aplikasi Matematika dan Statistik 1, no. 1 (2022): 33–38. http://dx.doi.org/10.53625/jams.v1i1.3983.

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    Banks carry out activities to accommodate and distribute funds from the public to other communities, because the banking business relies on funds from the public that are stored in the bank concerned to be able to carry out its operations. Then, the more funds saved in the bank, the more developed the bank. The development of banks requires many people who become customers in a bank. Thus, to attract customers, banks issue products that aim to make it easier for people to make transactions, one of which is Mobile banking. Mobile-banking which functions as a service

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Masoud, Emad Yusuf. "The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE." Transnational Marketing Journal 8, no. 1 (2020): 75–94. http://dx.doi.org/10.33182/tmj.v8i1.846.

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This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisala

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Kim, Arum, and Yoon C. Cho. "Exploring Antecedents & Consequences Of Customer Satisfaction With Smartphones: Implications For CRM." Journal of Business & Economics Research (JBER) 13, no. 4 (2015): 215. http://dx.doi.org/10.19030/jber.v13i4.9453.

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<p>Customers of smartphones spend most of their waking time using them, as they have become the most innovative electronic devices. As the time spent on smartphones increases, the customer’s dependence on smartphones also increases. Therefore smartphones are more than telecommunication devices to customers. This paper examines factors (i.e., antecedents) affecting smartphone customer satisfaction and factors (i.e., consequences) arising from smartphone customer satisfaction. In particular, this study explores how the level of customer satisfaction affects loyalty, brand image, corporate

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Lestari, Silvia. "Analisis Tingkat Kepuasan Pelanggan Dalam Membeli Peralatan Kue Dengan Menggunakan Metode Rough Set Pada PT. XYZ." INSOLOGI: Jurnal Sains dan Teknologi 1, no. 3 (2022): 300–312. http://dx.doi.org/10.55123/insologi.v1i3.563.

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The level of customer satisfaction is very important for every company that carries out its business activities by selling the goods it produces. A company usually does a lot of activities to attract market prey to attract customers to buy its products, therefore paying attention to customer satisfaction is very important to know how the company's image among customers and among people who use the products of a company. making companies work harder in providing services, especially in controlling the feasibility of their products to satisfy customers. Cake equipment or cake ingredients are gro

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Purwa, Ida Bagus Ngurah Satwika, and I. Gusti Agung Ketut Sri Ardani. "PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH." E-Jurnal Manajemen Universitas Udayana 7, no. 1 (2017): 192. http://dx.doi.org/10.24843/ejmunud.2018.v7.i01.p08.

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The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT

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Hieu, Tran Minh, and Nguyen Duong Ngoc Mai Chi. "Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.564.

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This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quali

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Winarto, Mikhael Bima, and Febriana Wurjaningrum. "Improving the Service Quality In A Board Game Café with Quality Function Deployment Method." Southeast Asian Business Review 1, no. 2 (2023): 146–55. http://dx.doi.org/10.20473/sabr.v1i2.49698.

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Customers are the most important factor in business because it is undeniable that customers are a source of income and the main goal of business. Given this, an enterprise must pay attention to customer satisfaction for sustainable operations. Enterprises show their concern for customer satisfaction by continuously improving and developing their service processes, as it requires a significant investment, so it should be done following the customer's preferences. Therefore, a business needs to measure customer satisfaction with its service process. This study aims to measure customer satisfacti

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Windjaya, Putri Angelina, and Bakti Siregar. "Analisis Segmentasi Pelanggan Toko Online Marketplace Berdasarkan Recency, Frequency, Monetary, Time, Satisfaction (Rfmts) Menggunakan Algoritma K-Medoids Clustering." Mutiara: Multidiciplinary Scientifict Journal 2, no. 2 (2024): 888–906. http://dx.doi.org/10.57185/mutiara.v2i2.144.

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The marketplace is an e-commerce website that applies traditional market concepts and implements them online. Due to the rapid development of the times, a business will seek various ways to maintain its business so that it continues to grow and generate a high income. One way is to build and maintain long-term relationships with customers. Therefore, it is necessary to implement a marketing strategy based on customer relationship management, all of which aims to increase turnover and profit while retaining customers. From these problems, this study applies customer segmentation to detect diver

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Ghufrony, Ahmad. "PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA TOKO RETAIL BAHAN-BAHAN BANGUNAN DI KECAMATAN DUNGKEK." PERFORMANCE " Jurnal Bisnis & Akuntansi" 5, no. 2 (2015): 14. http://dx.doi.org/10.24929/feb.v6i1.255.

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The purpose of this research is to examine and analyze the influence of service quality toward customer’s satisfaction, the influence of price level toward customer’s satisfaction; the influence of customer’s satisfaction toward customer’s loyality; and the influence of price level toward the customer’s loyality of store of building materials at Dungkek subdistrict. The approach of this research is explanatory research. Researcher used 100 respondents as the sample of this research, which applied purposive sampling as the technique of sample collection. Researcher also used Partial Least Squar

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Baua, Quincy, Inri Cariazo, Ghia Xyra Angelie Furto, Allison Emely Pacheco, and Rolando Ubando. "The Level of Satisfaction of Customers on the Creative Marketing Strategies of Specific Cafés in Solano, Nueva Vizcaya." Psychology and Education: A Multidisciplinary Journal 35, no. 7 (2025): 727–40. https://doi.org/10.70838/pemj.350701.

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The study highlights the importance of creative marketing strategies for cafés in attracting and retaining customers, particularly in competitive markets like Solano, Nueva Vizcaya. Successful cafés use effective marketing to build customer loyalty and improve satisfaction. The study’s research gaps include local context specificity in Solano, Nueva Vizcaya, particularly on customer profiles, customer preferences and behaviors within cafes, and a lack of competitive analysis of the cafe industry in the area. The study aims to assess customer satisfaction regarding creative marketing strategies

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Tamara, Dewi, Eddie R. Darajat, and Destri Ermawati. "MEASURING CUSTOMER SATISFACTION LEVEL OF MOBILE BANKING: A STUDY ON INDONESIAN BANK." EPH - International Journal of Business & Management Science 5, no. 2 (2019): 16–29. http://dx.doi.org/10.53555/eijbms.v5i2.83.

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Mobile banking usage in Indonesia increased significantly in the last decade. This research’s objective is to identify factors affecting customer satisfaction level in mobile banking usage and to understand contributing factors in keeping loyalty of mobile banking customers. The sampling is taken from customers of one of Indonesian bank to measure satisfaction based on six dimensions: user-interface design, usefulness, reliability, relative advantage, perception on risk and ease of use. The correlation between overall customer satisfaction and intend to recommend also was reviewed. A survey to

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Prasetya, Syarief Gerald, and Yustiana Wardhani. "AN ANALYSIS REGARDING THE EFFECTS OF THE EMPLOYEES AND WORKING PROCESS UPON THE LEVEL OF CUSTOMER SATISFACTION AT PT TELKOM TBK BOGOR." Management Journal of Binaniaga 2, no. 02 (2017): 45. http://dx.doi.org/10.33062/mjb.v2i02.135.

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Customer’s satisfaction and dissatisfaction is not new phenomena of Business in Indonesia. From the customer’s perspective has mostly complained about the goods or services with low quality, expensive price, inappropriate guarantee, etc. On the other side (in this case producer) there’s a response to fix it. A lot of facts may cause the customer satisfied, for example, reasonable price, interesting promotion, professional labour, work procedure and creative product with high standard. By finding and developing customer’s satisfaction factors, a company will perform a rapid development. Therefo

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Y. Chan, Jenner, and Jovelyn A. Castro. "THE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN SELECTED RESTAURANTS IN DAVAO CITY." International Journal of Advanced Research 9, no. 07 (2021): 1074–78. http://dx.doi.org/10.21474/ijar01/13215.

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To sustain a business, one must assess the service quality that it provides to the customers and investigate its impact on both customer satisfaction and customer loyalty.To examine the relationship among these variables, a descriptive correlational design was used.There are 400 respondents who participated in this study.The results showed that the level of service quality experienced by customers is high the level of customer satisfaction experienced by the customers is high the level of customer loyalty manifested is also high. Furthermore, the relationship between service quality and custom

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Eka F, Bertoto, and Budhi Haryanto. "Strategy for enhancing KAI Argo Pahrayangan Customers’ loyalty." Research, Society and Development 10, no. 1 (2021): e33010111656. http://dx.doi.org/10.33448/rsd-v10i1.11656.

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This study aims to know about things that needed to be done to build customer loyalty. Customer loyalty is believed could give a view on the decision to enhance satisfaction and loyalty thus it can be used to make a business strategy. The focus of the study is on the customers of PT. Kereta Api Indonesia (Indonesia Train Company) especially the passenger of Argo Pahrayangan with Jakarta – Bandung route through Gambir Station. Price fairness and service quality become the variable of the study. The methodology used is descriptive qualitative with a library-based approach to analyze customer’s l

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Mardhotillah, Rachma Rizqina, Denis Fidita Karya, Reizano Amri Rasyid, and Berto Mulia Wibawa. "Identification of customer satisfaction factors through the service quality dimensions: A case study of ABC Hospital, Surabaya." Bali Medical Journal 12, no. 3 (2023): 2850–54. http://dx.doi.org/10.15562/bmj.v12i3.4443.

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Introduction: The value of customer satisfaction is a significant deal for a hospital. Because it reflects the quality of the hospital, an assessment was obtained not only for outpatient customers but also for inpatient customers. In addition, global competition to provide the best service also became a consideration. Therefore, this study aims to see the suitability between the customer expectations and customer reality of ABC Hospital, Surabaya, in this case, especially the inpatient customers of ABC Hospital, Surabaya, and the level of inpatient customer satisfaction at ABC Hospital, Suraba

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Slack, Neale J., and Gurmeet Singh. "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction." TQM Journal 32, no. 3 (2020): 543–58. http://dx.doi.org/10.1108/tqm-07-2019-0187.

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PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate s

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Et.al, Aminah Osman. "Customers’ Satisfaction Level of Islamic Banking Service in Kelantan, Malaysia." Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 3 (2021): 489–96. http://dx.doi.org/10.17762/turcomat.v12i3.754.

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This study aimed to identify the customers’ satisfaction level of Islamic banking in Kelantan. Specifically, this study tested the relationship between customer satisfaction and service quality in the districts of Machang and Tanah Merah, Kelantan, using the CARTER model. It utilized the quantitative analysis method involving the descriptive analysis and inferential analysis. The respondents were 384 customers of Islamic banking in Kelantan by using a simple random sampling method. The findings indicated that all the service quality variables such as compliance, reliability, assurance, tangibl

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Solanki, Kalpana. "Analysis of the Impact of the Ajman Free Zone Employee Services on the Level of Customers Satisfaction." Archives of Business Research 10, no. 10 (2022): 1–9. http://dx.doi.org/10.14738/abr.109.13201.

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This research paper focuses on the impact of Ajman free zone employee’s performance on customer satisfaction and the challenges they might face in achieving both of customers and investors satisfaction. The main goal of the research paper is to analyse the role of Ajman free zone work practices and their employee’s performance on customers satisfaction which leads to retaining loyal customers. The literature review focus on articles related to service industry and its impact of customer services. The data collection in this research paper is done using primary method and secondary method. In p

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Kassa, Kinfe, Melkie Chernet, Getahun Kelemework, Binyam Zewde, and Adane Woldemedhin. "Customer satisfaction survey: the case of urban water supply services in Southern Ethiopia." Water Practice and Technology 12, no. 4 (2017): 1009–17. http://dx.doi.org/10.2166/wpt.2017.105.

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Abstract Service quality and customer satisfaction are very important concepts that water enterprises must understand and measure from the customers' perspective to satisfy their needs. The main objectives of this research were to assess the level of customer satisfaction on urban water supply services of Southern Region, Ethiopia, and identify major determinants. Quantitative data were collected from 8,413 customers in seventeen towns, using a questionnaire based on the SERVQUAL model. Qualitative data were collected from customers via focus group discussion, and interviews were used with uti

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Yusuf, Kazi Md, Md Tamjid Ul Alam, Susmita Saha, and Intekhab Fardin Turja. "Bangladeshi Banking: Customer Satisfaction Insights through SERVQUAL Model." International Journal of Science and Business 40, no. 1 (2024): 50–62. http://dx.doi.org/10.58970/ijsb.2443.

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This study aims to measure the customer's satisfaction level by analyzing the different dimensions that shape those outcomes using the SERVQUAL framework. An intricately organized survey was formed, and 240 samples' data were analyzed using a combination of Excel and SPSS 25. The analysis included both descriptive and inferential statistical data. Analysis showed a strong correlation between the independent variables (tangibility, reliability, assurance, responsiveness, and empathy) and the satisfaction of customers. The regression analysis revealed a strong and statistically significant corre

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Prof., Anand Sengupta, and Raman Pandey Rama. "A Study of customer's Satisfaction Towards online Shopping in Gorakhpur." INTERNATIONAL JOURNAL OF MULTIDISCIPLINARY RESEARCH AND ANALYSIS 5, no. 8 (2022): 2273–82. https://doi.org/10.5281/zenodo.7040538.

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Online shopping is the process of shopping where customers interacted to online retailers through website of mobile apps by using internet and computer system or smart phones to buy product or service. In online shopping the customers can buy the products or services from anywhere and anytime (24X7). To satisfying customer is the key for organizational success because satisfied customer becomes the loyal customer. So it is important to measure the customer satisfaction level, because satisfied customers will make recurring purchases and provide recommendations to other customers, thus it helps

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Chand, Prayag. "Factors Affecting Customer Satisfaction towards Supermarket (In association with Bhat-Bhateni Supermarket and Departmental store)." Brixton Scholarly Review 2 (May 1, 2025): 164–80. https://doi.org/10.3126/bsr.v2i1.78179.

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Customer satisfaction is a measure of how well a company's products or services meet or exceed customer expectations. It reflects the customer's overall contentment with their experience, including factors such as product quality, service quality, price, and the ease of the purchasing process. Customer satisfaction leads to customer loyalty, retention, positive word of mouth, employee satisfaction, and increased profit. It also prevents negative word of mouth and increases customer feedback, which benefits the firm. Thus, customer satisfaction is crucial for supermarkets to retain customers an

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Azizah, Luluk Nur. "PENGARUH NILAI PELANGGAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS NASABAH BANK DAERAH LAMONGAN (BDL)." Media Mahardhika 18, no. 2 (2020): 146. http://dx.doi.org/10.29062/mahardika.v18i2.143.

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The concept of service quality, customer satisfaction and service loyalty are related to one another. The relationship between customer value and loyalty is also influenced by product characteristics and purchasing patterns. If the purchase is a routine activity, it is likely that the customer will be loyal to the brand / company. This study analyzes the pattern of relationships between variable values of product attribute performance, level of satisfaction (adequate and desired) and customer loyalty of the Bank Daerah Lamongan. Insidential randomized data was collected from 1364 savings cus

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Fatima, Johra Kayeser, Mohammed Abdur Razzaque, and Rita Di Mascio. "Modelling roles of commitment on rapport and satisfaction." International Journal of Bank Marketing 33, no. 3 (2015): 261–75. http://dx.doi.org/10.1108/ijbm-11-2013-0130.

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Purpose – The purpose of this paper is to explore the effect of calculative, affective and normative commitment on bank employee-customer rapport and customer satisfaction. The mediating effect of rapport between each of the three types of commitment and customer satisfaction is also examined. Design/methodology/approach – Structural equation modelling by Partial Least Square method is used for analysing the data on 212 bank customers in Bangladesh. Findings – Results indicate that affective and normative commitment of customers has strong influence in developing rapport, whereas the impact of

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Parkitna, Agnieszka, Magdalena Gadek, Kamila Urbańska, Paweł Korytko, and Arkadiusz Górski. "Changing Energy Suppliers of Residential Consumers: The Case of Poland." Management 28, no. 2 (2025): 271–300. https://doi.org/10.58691/man/196359.

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During the Russian-Ukrainian conflict, energy prices are rising. Such a situation would suggest high customer turnover, especially since the environment has a strong influence on population behaviour at the individual level. The purpose of this paper is to model the barriers and preferences of individual customers in switching energy suppliers according to the level of satisfaction in a dynamically changing environment. We statistically designed the study using Eta index calculations, test: KruskalWallis, post hoc Dunn’s test with Bonferroni correction. Two models were obtained: barriers and p

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Aprianti, Dian Irma. "PENGARUH PERSEPSI KONSUMEN MENGENAI TINGKATAN ARTI MEREK TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS MEREK PADA PRODUK THE BODY SHOP YOGYAKARTA." Jurnal Ekonomika : Manajemen, Akuntansi, dan Perbankan Syari'ah 5, no. 1 (2017): 25. http://dx.doi.org/10.24903/je.v5i1.217.

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The main objective of this study is to test empirically the direct effect of the consumer’s on six dimensions of the brand level, and direct effect through customer;s satisfaction as an intervening variable on brand loyalty. The primary data of this study was received from customers of the body shop, that collected by field survey, the result show that consumer’s perception on six dimensions of brand level had a positive and significant relation to customer’s satisfaction and brand loyalty, and by using partial mediating method can be concluded that the costumer’s satisfaction works as interve

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Norhisham, Norshiba, Siti Zaitun Saddam, Ainaa Idayu Iskandar, Norazira Mohd Abas, Nurul Azrin Ariffin, and Muhd Lokman Nul Hakim Lamri. "A Study on Customers' Satisfaction towards Services Provided by Agencies at Urban Transformation Centre (UTC) Melaka." GATR Global Journal of Business Social Sciences Review 1, no. 2 (2013): 92–99. http://dx.doi.org/10.35609/gjbssr.2013.1.2(10).

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Objective- Theoritical study was used to study the level of customers' satisfaction towards service provided by agency at UTC Melaka through the service quality model developed by Parasuraman which are tangibility, reliability, responsiveness, empathy and assurance. Methodology/Technique - A non-probability technique was used to study the level of customer satisfaction where questionnaires were distributed to 110 respondents at UTC Melaka. Respondents were determined using convenient sampling method and result was analysed by using SPSS version 20.0. This paper contributes to the understanding

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JUNIARTHA, I. KOMANG DEDY, I. KETUT SUAMBA, and A. A. A. WULANDIRA SAWITRI DJELANTIK. "Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Lembaga Perkreditan Desa (LPD) di Wilayah Kecamatan Denpasar Selatan." Jurnal Agribisnis dan Agrowisata (Journal of Agribusiness and Agritourism) 11, no. 1 (2022): 136. http://dx.doi.org/10.24843/jaa.2022.v11.i01.p13.

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Effect of Service Quality on Village Credit Institution (LPD) Customer Satisfaction in the District of South Denpasar. Customer satisfaction is very important for institutions that engage in financial services because good service plays a major role in providing customer satisfaction. This study aims to determine the characteristics of customers, the level of customer satisfaction on services and the influence of service quality on customer satisfaction in three Village Credit Institutions (LPD) in South Denpasar District. The sampling technique used in this study is proportional random sampli

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Islami, Mega Cattleya PA, Rizqi Novita Sari, Sinta Dewi, Isna Nugraha, Yekti Condro Winursito, and Hafid Syaifullah. "Assessment of Motor Vehicle Repair Shop Service Quality Perception Using the SERVPERF Model and Lean Service." Tibuana 6, no. 1 (2023): 7–11. http://dx.doi.org/10.36456/tibuana.6.1.6455.7-11.

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The benchmark for the success of a business or product is to measure the satisfaction of customers who have used or felt the goods or services. The customer's expectations of the function and emotional happiness factors that arise from the use of goods or services are entirely the responsibility of the producer. So that manufacturers need to focus on what attributes must be presented in a product or service to increase customer satisfaction. The decrease in customer interest in providing vehicle service at an automotive company in Sidoarjo is the problem studied in this study, to analyze the l

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Dr., Mohammad Tahseen Sleimi, Asaad Ali Karam Dr., and Ihab Sameer Qubbaj Dr. "The Impact of E-Banking Services Quality on Customers Satisfaction Moderated by Customer Trust: Survey on Arab Bank in Amman, Jordan." Journal of Al-Quds Open University for Administrative & Economic Research 3, no. 9 (2018): 24–37. https://doi.org/10.5281/zenodo.1405450.

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This study aimed to investigate E-banking service quality effects over customer satisfaction, by concerning the moderating role of these customers’ trust. Moreover, this research aims to measure the level of overall customer satisfaction and to know which one of the five SERVIQUAL dimensions has the greatest impact on customer satisfaction. Quantitiative research method was used to attain research goals. 500 questionnaires distributed randomly for E-banking customers in all Arab Bank branches in Amman City with the aim of collecting at least the needed number of respondents. 300 question

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Joni and Surry Putri Rustiani. "PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PT BANK CENTRAL ASIA, TBK CAB KYAI CARINGIN." Jurnal Publikasi Manajemen Informatika 1, no. 1 (2022): 111–22. http://dx.doi.org/10.55606/jupumi.v1i1.246.

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PT Bank Central Asia, Tbk KCP Kyai Caringin continues to raise public funds. To achieve this, we need the right strategy through optimal service by improving product quality and offering it to customers according to customers desires and needs, as well as providing the best service. Effort to provide optimal service to customers must pay attention to the factor needed by customers. Customer satisfaction is very important because by knowing the level of customer satisfaction, we can find out how far the quality of services provided by employees has an effect on customer satisfaction

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Joni and Surry Putri Rustiani. "PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PT BANK CENTRAL ASIA, TBK CAB KYAI CARINGIN." Jurnal Publikasi Manajemen Informatika 1, no. 1 (2022): 111–22. http://dx.doi.org/10.55606/jupumi.v1i1.246.

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PT Bank Central Asia, Tbk KCP Kyai Caringin continues to raise public funds. To achieve this, we need the right strategy through optimal service by improving product quality and offering it to customers according to customers desires and needs, as well as providing the best service. Effort to provide optimal service to customers must pay attention to the factor needed by customers. Customer satisfaction is very important because by knowing the level of customer satisfaction, we can find out how far the quality of services provided by employees has an effect on customer satisfaction

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Fauzi, Fitriah, and Purnama Putra. "Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah." MASLAHAH (Jurnal Hukum Islam dan Perbankan Syariah) 11, no. 1 (2020): 33–41. http://dx.doi.org/10.33558/maslahah.v11i1.2758.

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Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactio

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Fauzi, Fitriah, and Purnama Putra. "Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah." MASLAHAH (Jurnal Hukum Islam dan Perbankan Syariah) 11, no. 1 (2020): 33–41. http://dx.doi.org/10.33558/maslahah.v11i1.2758.

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Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactio

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Dr B. Ramya and Ms. Priyadharshini. "A CUSTOMER SATISFICATION TOWARDS HIMALAYA HERBAL PRODUCT." Juni Khyat 15, no. 01 (2025): 126–32. https://doi.org/10.36893/jk.2025.v15i1.023.

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This study investigates that the customer satisfaction of 102 respondents of Himalaya herbal products, Here, the primary data is gathered by questionnaire method and have used analytical tools such as Percentage, chi-square, Regression and ranking analysis were used .and to investigate the key components that to buy the product and complete satisfaction level of a product. In this type of customers satisfaction will increase according to their quality and quantity, package, pricing, Natural ingredients and customer’s needs according to their necessity. Here, the customer satisfaction is more i

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Kim, Shinyoung, Sunmee Choi, and Rohit Verma. "Providing feedback to service customers." Journal of Service Management 28, no. 2 (2017): 389–416. http://dx.doi.org/10.1108/josm-11-2015-0368.

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Purpose In services, customers’ successful performance of expected roles is critical to ensuring successful service outcomes. To help customers perform their roles better, service providers offer them feedback on their performance. To improve the design of customer feedback that contains both positive and negative messages, the purpose of this paper is to examine the order and the repetition effect of feedback message types on customer feedback satisfaction, motivation, and compliance intention, focusing on the moderating effect of customer involvement level. This paper also examines whether f

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Flynn, Andrea Godfrey, Linda Court Salisbury, and Kathleen Seiders. "Tell Us Again, How Satisfied Are You? The Influence of Recurring Posttransaction Surveys on Purchase Behavior." Journal of Service Research 20, no. 3 (2017): 292–305. http://dx.doi.org/10.1177/1094670517690026.

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Service firms frequently contact customers after a transaction to solicit feedback and assess satisfaction with the service experience. Customers who have an ongoing relationship with a firm may receive satisfaction surveys after many or even most of their service encounters, yielding effects that are likely to be cumulative over time. Yet how these cumulative effects influence customer purchase behavior is not clear. Because satisfaction surveys serve a dual purpose of providing valuable customer feedback and incorporating bidirectional communication into relational marketing strategies, unde

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Sahata Sitanggang, Andri, R. Fenny Syafariani, Febilita Wulan Sari, Wartika Wartika, and Novrini Hasti. "Relation of Chatbot Usage Towards Customer Satisfaction Level in Indonesia." International Journal of Advances in Data and Information Systems 4, no. 1 (2023): 86–96. http://dx.doi.org/10.25008/ijadis.v4i1.1261.

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In customer service for businesses in Indonesia, chatbot are predicted to be a pillar of business, especially chatbot that are able to reach customers proactively, provide availability 24 hours a day, even fulfill requests and answer customer questions quickly which has an important value in customer satisfaction factor in use of chatbot in Indonesia. The world of chatbots is very diverse to study from various aspects such as from a technological point of view, the study of natural language conversation of chatbots done by Shawar and Atwell concluded that chatbots are useful as a “tool”, enter

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Kirin, Arwansyah, Sharifah Khadijah, Mustapha Mustapha, Edriagus Saputra, and Muhammad Hafis Hussain. "Customer Satisfaction Level Towards Food Delivery Services in Malaysia." Journal of Kuasa 2, no. 1 (2025): 12–20. https://doi.org/10.22437/kuasa.v2i1.18.

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Food delivery service applications have a significant impact on the lifestyle of Malaysians, including students. These applications allow users to order and receive food without having to visit restaurants or food stalls directly. However, some users have expressed dissatisfaction with high delivery fees, unsatisfactory food conditions, and frequent delivery delays. These issues lead to customer dissatisfaction with the services provided. Therefore, this study aims to evaluate customer satisfaction levels with food delivery service applications, particularly among UTHM Pagoh students. The stud

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T, Muthukalyani, and Irinsutha A. "Customer Satisfaction Towards E-wallet Services." International Journal of Religion 5, no. 11 (2024): 5253–59. http://dx.doi.org/10.61707/wjksxe09.

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The Researcher focused on the customer satisfaction and customer satisfaction towards E-wallets in this study. This study evaluates the factors that has influence on the customers satisfaction while using E-wallets. In recent days everyone uses their mobile phone to make each and every transaction using mobile wallets. E-wallets create a high impact among the people of India. The present study is carried out by the researcher using questionnaire by a survey conducted among the electronic wallet users to find the extent of satisfaction of the customers. The study focuses relationship between de

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