scholarly journals The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital

2018 ◽  
Vol 150 ◽  
pp. 05087
Author(s):  
Novalia Agung W. A.
Keyword(s):  
Customer Satisfaction ◽  
Interpersonal Communication ◽  
Customer Service ◽  
Private Hospital ◽  
Quantitative Approach ◽  
Perspective Theory ◽  
Loyal Customer ◽  
Good Customer Service ◽  
Theory Of Value ◽  
The Impact

Customer Service has a considerable role. In order to retain the loyal customer, their attitude should be friendly, courteous, patient, and willing to listen to what customer said. Good Customer Service should create customer satisfaction for it is the presence of customer determines the existence of the company. This condition is also true for hospital as it is the case of Sari Asih Hospital in Ciledug, Indonesia. Sari Asih Hospital is a private hospital whose average patients are more than 700 patients monthly. This study assume that the interpersonal communication might be the cause. In constructing the argument, this paper will use the Humanistic Perspective Theory and the Theory of Value Expectancy. Quantitative approach will be the method and the survey will use the accident sampling among customers. It was found that the Impact of Interpersonal Communication Sari Asih Hospital toward Customer Satisfaction is has possitive effect.

scholarly journals Influence of Human Resource Management Policy on Customer Loyalty

2021 ◽  
pp. 76-83
Author(s):  
Kamilė Mitašiūnaitė
Keyword(s):  
Resource Management ◽  
Customer Satisfaction ◽  
Human Resource Management ◽  
Human Resource ◽  
Customer Loyalty ◽  
Employee Motivation ◽  
Business Environment ◽  
Management Policy ◽  
Loyal Customer ◽  
The Impact

The business would not be able to achieve the set goals without qualified specialists. Therefore human resource management is one of the most important processes to an organisation. HRM policy aspects – employee motivation and job satisfaction – directly contribute to customer satisfaction and loyalty. The problem is that in today’s business environment, where there is a big rivalry, maintaining customer loyalty becomes a huge task for the business. The aim of this article is to evaluate the impact of human resource management policy on customer loyalty. The article analyses concept of human resource management, evaluates the development of loyal customer behaviour, distinguishes traditional and innovative concepts of human resource management. Also, the article notices a relationship between employee satisfaction and customer satisfaction. Analysis of empirical research level shows the impact of human resource management policy on customer loyalty and provides a research model.

The Impact of Customer Service, Insurance and Luggage Delivery Towards Logistics Customer Satisfaction in Pandemic Situation

2021 ◽  
Vol 12 (3) ◽  
pp. 4999-5004
Author(s):  
Mohd Fathi Abu Yaziz Et. al.
Keyword(s):  
Customer Satisfaction ◽  
Correlation Analysis ◽  
Customer Service ◽  
Business Model ◽  
Quantitative Method ◽  
Pearson Correlation ◽  
Logistics Industry ◽  
Pearson Correlation Analysis ◽  
Customer Services ◽  
The Impact

As the pandemic of Covid 19 has directly affected the business industry, the business model has changed, including the logistics industry, especially the courier company. Courier company has benefited the most during this pandemic situation as the e-commerce business flourished. Enhanced service by courier company is crucial as stiff competition in the industry. Therefore, this study explores the impact of customer service, insurance, and luggage delivery on logistics customer satisfaction. A quantitative method was employed to analyse the effects of enhanced services of customer services, insurance, and luggage delivery towards logistics customer satisfaction, where 384 responses were collected from respondents identified as active users of courier services for the last 12 months. IBM SPSS was used to analyse the response collected using descriptive, reliability and Pearson Correlation analysis. As a result, it is justifiable that customer service, insurance, and luggage delivery positively impact logistics customer satisfactio

scholarly journals Impact of Value Cocreation on Customer Satisfaction and Loyalty of Online Car-Hailing Services

2020 ◽  
Vol 16 (3) ◽  
pp. 432-444
Author(s):  
Rui Jin ◽  
Kai Chen
Keyword(s):  
Customer Satisfaction ◽  
Sharing Economy ◽  
System Availability ◽  
Five Factors ◽  
Management Ability ◽  
Service Oriented ◽  
Value Cocreation ◽  
Theory Of Value ◽  
Perceived Usability ◽  
The Impact

The theory of value cocreation has been applied widely in the research of a lot of fields, including the field of travelling. At present, online shared cars have become one of the main modes of travel for urban residents, which have caused people to think about the quality of its service and its customer satisfaction. The objective of this research is to explore the impact of value cocreation by both the platform and drivers on customer satisfaction and user loyalty using Didi as an example. We propose five factors that can measure value cocreation behaviors, among which system availability and privacy count for value cocreation by online platform and perceived usability, consistency and competence are indicators of value cocreation by drivers. In total, 338 questionnaires were distributed to retrieve data and further investigate the users’ willingness of taking shared-cars, their satisfaction and loyalty towards Didi in order to help the corporate progress. This study provides suggestions for service-oriented corporations related to the sharing economy in order to enhance their user loyalty as well as improve their management ability.

scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

scholarly journals Impact of Retail Service Quality and Store Service Quality on Patronage Intention towards Organized Retail Industry

2021 ◽  
Vol 12 (3) ◽  
pp. 1462-1471
Author(s):  
P.S.Venkateswaran Et.al
Keyword(s):  
Problem Solving ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Retail Industry ◽  
Retail Service ◽  
Loyal Customer ◽  
Patronage Intention ◽  
Retail Service Quality ◽  
The Impact

Purpose: A proper service increases the customer satisfaction and positive word of mouth. The aim of this paper is to find out the impact of retail service quality and store service quality on patronage intention and word of mouth towards organized retail industry. Design/methodology/approach: The study data were collected from [location masked for blind review] using a structured questionnaire. A sample of 419 was used. A structural model was developed for analysis to find out the linkage between study variables. Findings/results: Findings reveal that retail service quality and store service quality are increasing the customer satisfaction.  The findings showed that retail service quality, store service quality, and customer satisfaction significantly impact patronage intention and word of mouth. Problem solving is the major issue faced by the retail stores. Hence they have to take immediate action towards it to maintain their loyal customer base Practical implications: Problem-solving is not having significant relationships with customer satisfaction. Store managers have to create a pleasant experience and amplify the strength factors to create a bond between the store and the customers Originality/value: This paper is helpful to the retail store managers as well as new entrepreneurs who are going to start a new venture in the retail business.

scholarly journals Website Based E-Commerce Waste Recycling Products

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Setyorini Setyorini ◽  
Syarif Hidayatullah ◽  
Ike Kusdyah Rachmawati
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Product Information ◽  
Waste Recycling ◽  
Waste Material ◽  
Material Resource ◽  
Bank Managers ◽  
Waste Bank ◽  
The Impact

The use of websites and social media as sales engines has begun to develop in line with the advancement of e-commerce. The waste bank is a waste material resource that can be recycled and made into a usable product whose existence has been ongoing until now but does not yet have an online promotional media that suits your needs. Creating a website that is in accordance with the intended flow of needs so that the website can make it easier for waste bank managers to widely market recycled products and reach consumers nationally. Especially at the Garbage Bank Recycling Product Gallery, Mojo Sari village, Malang Regency. The waste bank recycling e-commerce website created will be able to solve customer service problems that have been complained of. The impact is the increased level of customer satisfaction with ease of viewing product information, ease of ordering, and payment processing.

scholarly journals The Impact of a Time Gap on the Process of Building a Sustainable Relationship between Employee and Customer Satisfaction

2020 ◽  
Vol 12 (18) ◽  
pp. 7446
Author(s):  
Lukasz Skowron ◽  
Marcin Gąsior ◽  
Monika Sak-Skowron
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Strong Relationship ◽  
Management Policy ◽  
Time Shift ◽  
Time Gap ◽  
One Year ◽  
The Impact ◽  
The Relationship

The aim of this paper is to describe the relationships between changes in employee indices (motivation and satisfaction) and customer indices (satisfaction and loyalty) in a single- and multi-term perspective. The article presents the results of primary research conducted in two industries (banking services and shopping centers) during three annual reference periods. The authors used the PLS-SEM method in the analytical process. The results of the research suggest that there is a strong relationship between changes in the areas of employee and customer satisfaction in the studied sectors, with a one-year time shift, which the authors called the “time gap”. In addition, it turned out that the strength of influence of the employee’s motivation level on customers is clearly lower than the strength of influence of the employee satisfaction. The occurrence of a “time gap” between employee and customer processes suggests that any changes introduced in the area of customer service as well as broadly understood human resource management policy need some time to become sustainable—to be noticed by the market and coded in the minds of the recipients of the offer as the new and currently applicable standard. The article makes a successful attempt at a long-term analysis of the relationship between employees and customers, assuming a time delay between both phenomena. As a result of the conducted research, it was possible to operationalize the discussed relationship in terms of strength and direction as well as the time shift.

scholarly journals Providing Excellent Consumer Service Is Therapeutic: Insights from an Implicit Association Neuromarketing Study

2019 ◽  
Vol 9 (10) ◽  
pp. 109 ◽  
Author(s):  
Gemma Anne Calvert ◽  
Abhishek Pathak ◽  
Lim Elison Ai Ching ◽  
Geraldine Trufil ◽  
Eamon Philip Fulcher
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Retention Rates ◽  
Affective Priming ◽  
Implicit Associations ◽  
Staff Retention ◽  
Good Customer Service ◽  
Positive Feelings ◽  
The Moment ◽  
The Impact

This paper reports the results of a combined biometric and implicit affective priming study of the emotional consequences of being the provider or receiver of either positive or negative customer service experiences. The study was conducted in two stages. Study 1 captured the moment-by-moment implicit emotional and physiological responses associated with receiving and providing good customer service. Study 2 employed an affective priming task to evaluate the implicit associations with good and poor customer service in a large sample of 1200 respondents across three Western countries. Our results show that both giving and receiving good customer service was perceived as pleasurable (Study 1) and at the same time, was implicitly associated with positive feelings (Study 2). The authors discuss the implications of the research for service providers in terms of the impact of these interactions on employee wellbeing, staff retention rates and customer satisfaction.

scholarly journals Measuring Customer Service Experience in Offline and Online Retail Environments

2021 ◽  
Author(s):  
Kuo-Ming Chu
Keyword(s):  
Customer Service ◽  
Explanatory Power ◽  
Simultaneous Equation ◽  
Equation Model ◽  
Managerial Decision ◽  
Online Retail ◽  
Service Experience ◽  
Integrative Framework ◽  
Loyal Customer ◽  
The Impact

Spectacular shifts have been led to by The COVID-19 crisis in consumer behavior. Retailers will have to work hard to meet ever-evolving customer service experience with respect to the ways in which it may be differently affected by offline or online transactions in order to win and stay relevant. We suggest an integrative framework and construct customer service experience hypotheses, based on its antecedents and consequences that will contribute to academic study as well as managerial implications. The hypotheses are tested by a simultaneous equation model employing two data sets of the retail industry's offline and online customers. In this study, 571 samples of these businesses, 319 and 252 respondents from offline and online retail channels, respectively, were collected by means of an online web survey of consumers. The results show that the impact of consequences and antecedents of CSX differs based on the media utilized. The integrative framework of CSX in its online medium is far more effective than its explanatory power offline. The outcomes are reasonably counterintuitive in so far as they demonstrate that while most elements of CSX where a service is selected offline is the same in terms of customer loyalty and value equity, the emotional element related to the service provider is higher when the service is selected offline rather than online. These outcomes indicate that, contrary to popular fears, the online medium enables firms to develop a loyal customer foundation. These findings offer perceptivity into how an online channel could be used to better complement the offline channel, contributing towards new knowledge and understanding on CSX and how it may be utilized for managerial decision-making.

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