scholarly journals Customer satisfaction survey in Friuli Venezia Giulia university canteens

2019 ◽  
Vol 29 (Supplement_4) ◽  
Author(s):  
G Perri ◽  
M Righini ◽  
A Tullio ◽  
M Del Pin ◽  
M Maifreni ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multivariate Analyses ◽  
Perceived Quality ◽  
Online Questionnaire ◽  
High Quality ◽  
Quality Perception ◽  
Price Range ◽  
Culture Development ◽  
Friuli Venezia Giulia

Abstract Background Customer satisfaction represents an innovative approach to measure strengths and weaknesses of an organization and is useful for a customer-focused management and culture development. Our survey’s aim was to investigate perceived quality and needs of customers in the university canteen sector. Methods Between April and June 2018, an anonymous online questionnaire was distributed by “agenzia regionale per il diritto agli studi superiori” (ARDISS) among university students in Friuli Venezia Giulia, Italy. The questions covered 3 thematic areas: attendance of the service, quality of services and opinions on new initiatives. Furthermore, there was an open question to collect students’ suggestions or proposals to improve the service. Satisfaction about the service was evaluated through five topics: environments, hygiene, staff, meals, global satisfaction. Collected data were analyzed with descriptive, univariate and multivariate analyses. Statistical analyses were performed using 9.4 SAS software. Results Response rate was 20.5% (1933/9404). Multiple logistic regression analyses showed a difference in meal choice (entire vs reduced) between institutional canteen and partner cafeterias users (p < 0.0001) and that male (p < 0.0001) and foreign students (p 0.0003) prefer entire meal instead of reduced. Percentage of students who prefer entire meal is reduced (p < 0.0001) if price range increases. Univariate and multivariate analyses showed that high quality perception is associated with lower price range and no suggestions about food and environments (p < 0.0001); multivariate analyses also showed an association between high quality perception and high canteen attendance (p < 0.05). Conclusions The survey showed an association between meal choice and students’ profile and between perceived quality and customer’s features. These data and further analyses may help to select areas where an intervention could improve service quality and, therefore, customer satisfaction. Key messages Customer satisfaction is an important tool to measure and improve university canteen service quality. These results helped us to identify services’ strengths and weaknesses according to students’ opinions; this could be useful to select improvement areas.

scholarly journals The effect of supply chain quality perception and country of origin on Smartphones purchase intention of Indonesian consumers

2022 ◽  
Vol 10 (1) ◽  
pp. 277-284 ◽  
Author(s):  
Wawan Prahiawan ◽  
Mochammad Fahlevi ◽  
Juliana Juliana ◽  
John Tampil Purba ◽  
Khamaludind Khamaludind ◽  
...  
Keyword(s):  
Significant Relationship ◽  
Purchase Intention ◽  
Country Of Origin ◽  
Perceived Quality ◽  
Study Data ◽  
Purchase Intentions ◽  
Snowball Sampling ◽  
Online Questionnaire ◽  
Sampling System ◽  
Quality Perception

The purpose of this study was to analyze the relationship between Role of Country of Origin and Quality Perception of Smartphones Purchase Intention. The approach in the research used is a quantitative approach using PLS-SEM SmartPLS software as a data processing tool. In this study, data collection technique was carried out using either a questionnaire or online questionnaire which was distributed to 120 respondents of Millennial Smartphone Consumers. Sampling system was a snowball sampling method. Based on the results of hypothesis testing, it was found that there was a positive and significant relationship between Country of origin and perceived quality of the product. There was also a positive and insignificant relationship between Country of origin and purchase intentions. Finally, there was a positive and significant relationship between perceived quality and consumer purchase intentions.

scholarly journals PERAN MEDIASI KEPUASAN PELANGGAN PADA PENGARUH E-SERVICE QUALITY, PERSEPSI HARGA, DAN PROMOSI PENJUALAN TERHADAP LOYALITAS PELANGGAN

2020 ◽  
Vol 10 (2) ◽  
pp. 249
Author(s):  
Risa Septiani ◽  
Nurhadi Nurhadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Sales Promotion ◽  
Survey Method ◽  
Validity And Reliability ◽  
Online Questionnaire ◽  
Price Perception ◽  
Positive Effect

This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

scholarly journals Research factors impact on customer satisfaction in Vietnam restaurants

2020 ◽  
pp. 389-400
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Food Service ◽  
Perceived Quality ◽  
Quality Factors ◽  
Research Results ◽  
Quality Product

Along with changes in Economy, Tourism and the influence of foreign waves, the market of Food Service in Vietnam has also changed to meet the needs of customers. At many restaurants in Vietnam, customer satisfaction can greatly affect restaurant revenue. Therefore, it is essential to determine which perceived quality factors affect customer satisfaction. The survey was conducted through questionnaires collected from 329 respondents, who experienced in restaurant services in Vietnam. In this paper, four factors are found that have influence on customer satisfaction in restaurants: Service quality, Product quality, Environment and Price. In addition, the research also gives some contributions based on the research results, helping businesses understand customers and meet customer satisfaction requirements in the restaurant.

scholarly journals The Correlation between Customer Satisfaction and Service Quality in Jordanian Uber & Careem

2019 ◽  
Vol 8 (12) ◽  
pp. 5186-5192
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Questionnaire ◽  
Intelligent Transport ◽  
High Degree ◽  
The Impact ◽  
The Relationship

Customer satisfaction is a great concern for all companies in all sectors, to measure customer satisfaction it is necessary to measure the service quality to examine the relationship among them. In this paper, SERVQUAL model is used to measure service quality and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability) in customer satisfaction on intelligent transport applications (Uber & Careem) in Jordan by conducting an online questionnaire. The archived results show that Reliability has a high degree of importance on the impact of customer satisfaction and 89.2 % of the sample prefer to use Uber & Careem smart app rather than traditional taxis.

scholarly journals FACTORS OF SERVICE QUALITY AFFECTING STUDENTS, AS CUSTOMERS, SATISFACTION OF RIDESHARING SERVICES IN VILNIUS, LITHUANIA

2020 ◽  
Vol 6 ◽  
pp. 615
Author(s):  
Jurgita Ginavičienė ◽  
Indrė Sprogytė
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
High Quality ◽  
Transportation Services ◽  
Questionnaire Online ◽  
Study Participants ◽  
Students As Customers ◽  
Transport Logistics ◽  
Significant Factors

Nowadays ridesharing has become crucial and extremely popular service. As modern consumers, students have become wiser and more rational, they tend to choose not only high quality transport but also they prefer desirable quality of transportation services. The main aim of this research is to identify the factors of service quality which have impact on customer satisfaction of ridesharing services in Vilnius, Lithuania. This study is an quantitative analysis. 124 students of Vilnius College of Technologies and Design Transport Logistics completed a questionnaire via apklausa.lt about factors which affect their evaluation of ridesharing services. Study participants filled out a questionnaire online and evaluate the importance of the values such as flexibility or speed on a 5-point Likert scale. According to the findings obtained, the opportunity to pay for transport by card, provided safety, reasonable price and comfort are significant factors in order to ensure customer satisfaction of ridesharing service.  

ANALISIS PERSEPSI KUALITAS, KEPUASAN PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP MINAT ULANG MENGGUNAKAN JASA TRANSPORTASI

2018 ◽  
Vol 4 (2) ◽  
pp. 65-76
Author(s):  
Tineke Wolok
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Consumer Satisfaction ◽  
Statistical Approach ◽  
Perceived Quality ◽  
Transportation Services ◽  
Customer Perception ◽  
Quality Perception ◽  
Company Reputation

The concept of customer satisfaction is important for marketing managers where customer satisfaction can encourage repeat purchases. Consumer satisfaction is an important asset for the company because it can be used as an indicator of the company's quality and income in the future. The population of this study was 137 passengers a month. Determination of the number of samples in this study using a statistical approach, the sample size in the study amounted to 58 respondents. the results of the analysis and discussion above, the conclusions that can be drawn in this study are as follows: (1) Simultaneous problems between the influence of perceived quality, customer satisfaction and company reputation simultaneously have a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. The partial problem between the influence of perceived quality, customer satisfaction and company reputation has a significant effect on re-interest in using Gorontalo Tour & Travel transportation services. Keywords: Quality Perception, Customer Perception, Company Problems, Retention using Transportation

scholarly journals Mediating Role of Customer Satisfaction between Service Quality and Customer Loyalty with Non-Interest Bank in Nigeria

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sagir Muhammad Sulaiman ◽  
Muhammad Abdulaziz Muhammad ◽  
Aliyu Dahiru Muhammad ◽  
Tasiu Tijjani Sabiu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
High Quality ◽  
Global Village ◽  
Mediating Role ◽  
Banking Business ◽  
Regulatory Bodies ◽  
The Relationship

The world has become a global village as competition among banks is now intense. Globalization is fuelling increased competition in Nigerian banking industry and as a result, banks are challenged to adopt customer centred strategies that would enable them to gain customer loyalty, maximize profitability and survive the competition. There is no business that survives without customers’ patronage and Islamic banks are not an exception. Customers are key stakeholders to the survival of any business, thus, satisfying the customer through providing high quality services is core to Islamic banking business. The aim of the study is to examine the mediating role of customer satisfaction in investigating the relationship between service quality and customer loyalty in non-interest bank i.e. Jaiz Bank of Kano state metropolis, Nigeria. The variance based (SEM) technique is employed in analyzing the hypothesized model of the study. Service quality positively and significantly influences customer satisfaction and customer loyalty, whereas, customer satisfaction does not significantly mediate the relationship between service quality and customer loyalty among customers of Jaiz bank in Kano state metropolis, Nigeria. The study recommends for providing high quality service in order to achieved maximum loyalty from the customers. It was further recommended on the need for reviving of the existing regulatory bodies or institutions that will ensure proper implementation of good service quality delivery among non-interest banks in Nigeria.

scholarly journals Examining international freight forwarder services: the perspectives of current providers and users

1997 ◽  
Vol 9 (1) ◽  
pp. 19-27
Author(s):  
Paul R Murphy ◽  
James M Daley
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
User Satisfaction ◽  
Perceived Quality ◽  
Quality Literature ◽  
Study Results ◽  
Freight Forwarder

The service quality literature indicates a variety of gaps between expected and perceived quality, and that service quality is a key determinant of customer satisfaction. As such, the present paper examines international freight forwarders (IFFs) and IFF customers with respect to various services which might be provided by IFFs; the paper also reports on user satisfaction with their IFFs. The study results identified several mismatches between what the forwarders are currently providing and what services the users view as important. In addition, the satisfaction ratings suggest that forwarders’ performance has room for improvement.

scholarly journals Reviewing Service Quality of UBER: Between Customer Satisfaction and Customer Expectation

2019 ◽  
Vol 7 (1) ◽  
pp. 1283-1292
Author(s):  
Valentine Siagian
Keyword(s):  
International Students ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Online Questionnaire ◽  
Five Dimensions ◽  
Customer Perception ◽  
Service Companies ◽  
Customer Expectation ◽  
Quality Dimension

This paper examines the gap between the expected service and reality from Uber’s customer perception. Service companies tend to be careful and pay more attention to their customers’ satisfaction and aim to have a good relationship to ensure their loyalty. Service quality dimension was used and applied to find the gap between customer satisfaction and customer expectation. The hypothesis was tested in the empirical study to find how service quality (with five dimensions: tangibility, reliability, responsiveness, assurance and empathy) affects customer satisfaction on using Uber service. 105 international students from Indonesia who lives in Taiwan and experienced riding with Uber in Taiwan filled out the online questionnaire. SPSS 23 was used to do the analysis. The result of F-test shows that customer satisfaction positively influenced by service quality, while t-test shows that there is improvement needed on responsiveness and empathy dimension. Rating system from Uber declares that customer satisfaction is 4.6 out of 5, this paper shows that customer satisfaction is 4.3 out of 5 from service quality dimension. Statistically this is a significant gap that needs to be filled to reach a closer gap to the expected service. This research can be done with a wider range to know more about customers’ delight on using Uber. Language barrier between customer and Uber driver could be the reason of the gap. Including Taiwanese students as respondents could be done for further research.  

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