Customer Satisfaction and Loyalty for Online Food Services Provider in India: An Empirical Study

2021 ◽  
pp. 097226292110344
Author(s):  
Anand Prasad Sinha ◽  
Praveen Srivastava ◽  
Sanjiv Kumar Srivastava ◽  
Ashok Kumar Asthana ◽  
Aditi Nag
Keyword(s):  
Customer Satisfaction ◽  
Random Sampling ◽  
Food Service ◽  
Stratified Random Sampling ◽  
Food Services ◽  
Technological Changes ◽  
Food Sector ◽  
Restricted Movement ◽  
One Year ◽  
Customer Satisfaction And Loyalty

In the food sector, customers have been voting by their feet since ages. However, due to the technological changes clubbed with present COVID-19 pandemic, the trend has changed rapidly. Customers are confined to their home and technology has emerged as the only saviour. The number of increased downloads of food ordering app is an indication of both popularity of these apps and helplessness of the present age customer. With restricted movement, they have these apps to either get the food delivered at their doorstep or take away with pre-orders. Hence, it becomes imperative for the app designer and food service provider to brainstorm and develop an app which can focus on the customer ease rather than forcing their design and interface to customer. In this backdrop, this study is a novel attempt which primarily focuses on relationship amid customer satisfaction and app quality. The inter-related relationship among service quality, satisfaction of customer and their loyalty using the app has been explored. Collection of the data used stratified random sampling. A total of 380 usable data have been collected from customers who have been using this app for ordering since last one year.

scholarly journals Customer Satisfaction and Loyalty for Online Food Services Provider in Jharkhand state -An Empirical Study

2022 ◽  
Vol 13 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Provider ◽  
Food Service ◽  
Food Services ◽  
Technological Changes ◽  
Food Sector ◽  
Restricted Movement ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

In the food sector, customer have been voting by their feet since ages. However, due to the technological changes clubbed with present COVID-19 pandemic, the trend has changed rapidly. Customers are confined to their home and technology has emerged as the only saviour. Increase in the number of downloads of food ordering app is an indication of both popularity of this app and helplessness of the present age customer. With restricted movement, they have these apps to either get the food delivered at their doorstep or take away with pre-orders. Hence, it becomes imperative for the app designer and food service provider to brainstorm and develop an app which can focus on the customer ease rather than forcing their design and interface to the customer. In this backdrop, the present study is a novel attempt which primarily focuses on the relationship between app quality and customer satisfaction.

scholarly journals ANALISIS PERSEPSI DAN EKSPEKTASI MAHASISWA TERHADAP PERAN DAN FUNGSI DOSEN PEMBIMBING AKADEMIK

2020 ◽  
Vol 5 (2) ◽  
pp. 192-197
Author(s):  
Intan - Kumalasari
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Random Sampling ◽  
Stratified Random Sampling ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Dosen pembimbing akademik merupakan narasumber yang paling tepat bagi mahasiswa untuk menyelesaikan prosespendidikannya. Dosen pembimbing juga dapat berperan sebagai motivator, konsultan dan kolaborator. Penelitian inibertujuan untuk menganalisis persepsi dan ekspektasi mahasiswa terhadap peran dan fungsi dosen pembimbing akademikdi Poltekkes Palembang dengan menekankan pada dimensi tangible, reliability, responsiveness, assurance dan emphaty.Penelitian ini menggunakan metode Importance-Performance Analysis (IPA) dan dipetakan kedalam diagram kartesius.Pengukuran tingkat kepuasan mahasiswa secara keseluruhan menggunakan Customer Satisfaction Index (CSI). Sampelpenelitian ini adalah mahasiswa Poltekkes Palembang berjumlah 228 orang yang diseleksi dengan menggunakan teknikproportionale stratified random sampling. Pengumpulan data menggunakan lembar kuesioner dengan skala likert dandianalisis menggunakan analisis tingkat kepentingan dan kepuasan pelanggan. Uji statistik menunjukkan atribut yangmemiliki kinerja paling memuaskan adalah penampilan pembimbing akademik dengan rerata 3,28, sedangkan atributatribut yang perlu diprioritaskan untuk diperbaiki adalah perhatian khusus kepada mahasiswa secara individual denganrerata sebesar 2,42. Melalui perhitungan CSI diperoleh nilai sebesar 73,7% (0,66-0,80). Hal ini menunjukkan bahwa indekskepuasan mahasiswa terhadap peran dan fungsi pembimbing akademik berada pada kriteria memuaskan. Kinerja dosensebagai pembimbing akademik harus ditingkatkan dan menjadi perhatian dosen terutama pada beberapa atribut yaitukedekatan hubungan, perhatian terhadap kesulitan mahasiswa, sebagai pemberi informasi, dan memantau perkembanganakademik mahasiswa.Kata kunci: dosen pembimbing akademik, persepsi, ekspektasi mahasiswa.

scholarly journals Investigations of Customer Loyalty: Strengthening Product Quality, Brand Image and Customer Satisfaction

2021 ◽  
Vol 11 (1) ◽  
pp. 78
Author(s):  
Enjang Sudarman ◽  
Harries Madiistriyatno ◽  
Ikbal Sudarman
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Structural Equation ◽  
Brand Image ◽  
Research Result ◽  
Equation Model ◽  
Stratified Random Sampling

Abstract. The purpose of this study is to help make decisions about winning the smartphone market through product differentiation to increase customer loyalty for the OPPO Brand. The study population was 1050 students of the faculty of education and the faculty of economics, the sampling technique using the stratified random sampling method was obtained by 550 students. Data analysis was performed using Structural Equation Model (SEM) statistical analysis using Amos Graphic v.22 Software. The result of the research obtained product differential strategy, brand image and customer satisfaction can increase customer loyalty. Brand image and customer satisfaction factor are mediators of product quality on customer loyalty factors. The implication of this research is that brand image is the biggest factor affecting customer satisfaction. Furthermore, the contribution of research result to the OPPO company must make product changes in order to improve brand image, customer satisfaction and customer loyalty. Abstrak. Tujuan dari penelitian ini adalah untuk meningkatkan loyalitas pelanggan melalui penguatan kualitas produk, citra merek dan kepuasan pelanggan. Populasi penelitian ini adalah Mahasiswa di Kabupaten Karawang dari 12 Perguruan tinggi sebanyak 27,378 mahasiswa, teknik pengambilan sampel menggunakan stratified random sampling diperoleh sebanyak 550 orang. Analisis data dilakukan dengan menggunakan analisis statistik Structural Equation Model (SEM) menggunakan perangkat lunak Amos Graphic versi 22. Hasil penelitian yang diperoleh bahwa penguatan kualitas produk memiliki efek secara langsung terhadap loyalitas pelanggan, citrak merek dan kepuasan pelanggan adalah mediator faktor kualitas produk pada faktor loyalitas pelanggan. Implikasi dari penelitian ini bahwa citra merek merupakan faktor terbesar yang mempengaruhi kepuasan pelanggan. Selanjutnya, kontribusi hasil penelitian terhadap perusahaan OPPO adalah untuk pertimbangan kebijakan bagi manajemen dalam hal penguatan kualitas produk yang dilakukan melalui inovasi teknologi dari sisi penggunaan bahan, fitur-fitur, serta komponen berkualitas tinggi agar meningkatkan citra merek, kepuasan pelanggan sehingga berdampak positif terhadap loyalitas pelanggan.

scholarly journals The Effect of Customer Satisfaction on Customer Loyalty in Kartu As Products in Makassar City

2020 ◽  
Vol 7 (2) ◽  
pp. 227
Author(s):  
Muhammad Ilham Wardhana Haeruddin ◽  
Muhammad Ikhwan Maulana Haeruddin
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Computer Program ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
T Test ◽  
Stratified Random Sampling ◽  
Customer Dissatisfaction ◽  
Willingness To Recommend

This study aims to determine the influence of customer satisfaction on customer loyalty in Kartu As products in Makassar City. This research was conducted in Makassar City with 105 respondents. The sampling technique used stratified random sampling. This study was analyzed using hypothesis testing with multiple regression analysis with the help of the SPSS 21 computer program, to perform the f-test, t-test, and the calculation of R square (r2). The results of the analysis show that simultaneously the X variable (overall customer satisfaction, customer satisfaction dimensions, confirmation of expectations, re-purchase interest, willingness to recommend and customer dissatisfaction) has a significant effect on customer loyalty. In the t-test, there are two subvariables X that are not significant because the value of t count <t table, namely the dimensions of customer satisfaction (X2), and willingness to recommend (X5). From the calculation of R square (r2) of 0.423, it shows that the percentage of the influence of variable X on variable Y is 42.3%.

scholarly journals Analisis Pengaruh Budaya 5R dan Kinerja Karyawan Terhadap Kepuasan Pelanggan PT.Indoporlen

2020 ◽  
Vol 1 (2) ◽  
pp. 61-72
Author(s):  
Mei Krismahariyanto ◽  
Mohamad Prastya
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Strong Correlation ◽  
Random Sampling ◽  
Correlation Technique ◽  
Stratified Random Sampling ◽  
Valuable Contribution ◽  
F Test ◽  
Independent Variables ◽  
Quantitative Calculation

The research using amount 100 of data which taken in proportionate stratified random sampling,  the examination of data using in quantitative statistical with aid of correlation technique of SPSS method version 16.0, The Quantitative calculation through statistical analysis produces the result value of R coefficient 0,750 which contributes to the meaning both variables of 5S customs (X1) and employee performances (X2) have strong correlation against customer satisfaction (Y), valuable contribution / effect of both independent variables which observed to dependent variable (Y) was expressed to R square value or coefficient determination R square (R2) result shown 0,892 or 89,2%. This value expressed that contribution / effect from both independent variables is 89,2% whereas the remain 1,8% was influenced by or revealed by another variables which loose observed. The result of F test taken from Anova as known that F count 5,112 is bigger than F table 3,0902 (5,112 > 3,0902) in significant a 0,05. The comparison value means both variables in mutual have any correlation to customer’s satisfaction

scholarly journals Risk Factors for Acute Respiratory Infections in Underfive Children

2018 ◽  
Vol 35 (3-4) ◽  
pp. 65-77
Author(s):  
Cissy B. Kartasasmita ◽  
Maurits Demedts
Keyword(s):  
Prospective Study ◽  
Random Sampling ◽  
Respiratory Infections ◽  
Cross Sectional Study ◽  
Stratified Random Sampling ◽  
Acute Respiratory Infections ◽  
Sectional Study ◽  
Cross Sectional ◽  
Children’S Homes ◽  
One Year

A longitudinal study on acute inspiratory infections was conducted from April 1988 until June 1990, in Cikutra, an urban community in the municipality of Bandung, Indonesia. The study consisted of. 3 parts: a presurvey, a cross sectional study, and a one-year prospective study. All children aged less than five years in Cikutra were included in the presurvey. A simple questionnaire was used for collecting data. In the cross sectional study 500 children were selected by stratified random sampling. Field investigators visited the children's homes and interviewed mothers using a standardized questionnaire. For the prospective study 269 children of less than 48 months of age were enrolled, and followed for one year. The prevalence of all ARI was 57-58%, mild-moderate ARl 55-56% , and severe ARJ 5%. On average the children suffered from 6.7 episodes of ARl per child per year, with a mean duration of episode of 5.3 days. Several factors showed significant relationship with the prevalence, incidence, severity of duration of ARI.

scholarly journals Influence of a University Tobacco-Free Policy on the Attitudes, Perceptions of Compliance, and Policy Benefit Among the University Students: A Pre-Post Investigation

2021 ◽  
Vol 66 ◽  
Author(s):  
Monique Chaaya ◽  
Dina Farran ◽  
Dahlia Saab ◽  
Mahmoud Al-Hindi ◽  
Maya Romani ◽  
...  
Keyword(s):  
Smoking Cessation ◽  
Policy Implementation ◽  
Random Sampling ◽  
Stratified Random Sampling ◽  
Cross Sectional ◽  
Two Samples ◽  
Cross Sectional Studies ◽  
Students Attitudes ◽  
One Year ◽  
The University

Objective: To evaluate the effectiveness of a university tobacco-free policy by examining differences in students’ attitudes, perceptions of compliance and policy benefits, after one year of the policy’s implementation.Methods: Cross-sectional studies were undertaken to collect data pre- and 1 year post-policy implementation. The two samples were selected using stratified random sampling.Results: The prevalence of smoking decreased from 26% pre-policy implementation to 21% 1 year after (p = 0.035). The proportion of smokers who thought the policy had contributed to a reduction in smoking frequency increased from 10% to 70% (p &lt; 0.001). Smokers’ support for the policy rose from 42 to 58% (p = 0.007).Conclusion: Against the background of a strongly pro-tobacco environment in Lebanon, it is possible to create a positive change in the mindset of smokers at the levels of the education and smoking cessation and more efforts should be expended to bring it about.

scholarly journals Impact of Relationship Marketing and Service Quality on Customer Satisfaction and Its Implications to Customer Loyalty in Pt. Precision Tools Service Indonesia (PTSI)

2020 ◽  
Vol 5 (7) ◽  
pp. 621-628
Author(s):  
Robby Hakim Nugraha ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Method ◽  
Team Member ◽  
Stratified Random Sampling ◽  
Analysis Process ◽  
Marketing Team

This study aims to analyse the effect of relationship marketing and service quality on customer satisfaction and its implications on customer loyalty. Based on observations and interviews from June 8, 2018, that is using at PTSI outside of the marketing team, and customer loyalty is the primary goal of each team member. Customer loyalty also becomes an instruction of the administration that can see from the existence of the policy of daily visits to its clients. The population of this study is customers who made purchases in the last six months. The sample of this study is 100 clients of PT Precision Tooling Service Indonesia, which made purchases during the previous six months. The sampling method of this study using stratified random sampling. The analytical method used is path analysis. PROCESS Macro Hayes assists the data analysis used in this study in version 23 of SPSS. The results showed that (1) relationship marketing has a positive and significant effect on customer satisfaction, (2) service quality has a positive and significant impact on customer satisfaction, (3) relationship marketing has an effect positive and significant in customer loyalty to customers satisfaction as a full mediator, (4) service quality has a positive and significant effect on customer loyalty with customer satisfaction as a full mediator, and (5) customer satisfaction has a positive and significant impact on customer loyalty.

scholarly journals The effects of Justice Oriented Service Recovery on Customer Satisfaction and Loyalty in Retail Banks in Ethiopia

2014 ◽  
Vol 4 (1) ◽  
pp. 49-58 ◽  
Author(s):  
Efrem Sisay Assefa
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Recovery ◽  
Interactional Justice ◽  
Service Failures ◽  
The Past ◽  
Recovery Satisfaction ◽  
One Year ◽  
Retail Banks ◽  
Customer Satisfaction And Loyalty

The principal objective of this study is to investigate the effects of justice oriented service recovery on customer satisfaction in retail banks in Ethiopia. It also attempts to assess how recovery satisfaction in turn affects customer loyalty.  In order to realize the research objectives, data were collected through survey questionnaire from a total of 400 customers who have experienced service failures and recovered by the banks during the past one year.  The study utilizes the instrument developed by Tax et al. (1998). Findings reveal that, perceived justice namely procedural justice, interactional justice and distributive justice were found to be positively related to recovery satisfaction.  Recovery satisfaction is also positively related with customer loyalty.

IMPLEMENTASI BALANCED SCORECARD UNTUK PENGUKURAN KINERJA PELAYANAN IMPORTASI PADA KANTOR PELAYANAN BEA DAN CUKAI BOJONEGORO

2021 ◽  
Vol 11 (2) ◽  
pp. 114-122
Author(s):  
Bayu Mustika Borneo ◽  
Dwi Nurma Heitasari ◽  
Tri Warcono Adi
Keyword(s):  
Customer Satisfaction ◽  
Balanced Scorecard ◽  
Random Sampling ◽  
Stratified Random Sampling ◽  
Purposive Sampling

Balanced scorecard merupakan suatu metode pengukuran kinerja yang dilihat dari sisi keuangan dan non keuangan. Penelitian ini bertujuan untuk mengetahui sistem pengukuran kinerja KPPBC yang meliputi perspektif keuangan, pelanggan, proses bisnis internal, serta pembelajaran dan pertumbuhan. Menggunakan pendekatan penelitian kualitatif deskriptif, dengan mengumpulkan data primer maupun sekunder. Teknik pengambilan data dilakukan dengan cara wawancara, observasi dan kuesioner. Ukuran pada setiap perspektif sebagai operasionalisasi variabel yaitu: untuk perspektif keuangan meliputi pertumbuhan penerimaan bea masuk, tingkat pengeluaran dan efisiensi; untuk perspektif pelanggan meliputi customer satisfaction; untuk perspektif bisnis internal meliputi waktu tunggu dan kinerja pelayanan dan untuk perspektif pembelajaran dan pertumbuhan meliputi peningkatan kapabilitas dan kepuasan pegawai. Untuk mengukur kepuasan pelanggan dan kepuasan pegawai menggunakan survey, yaitu pada kepuasan pelanggan menggunakan purposive sampling dan kepuasan pegawai menggunakan stratified random sampling. Setelah dilakukan penelitian menunjukkan total kinerja importasi KPPBC berdasarkan perspektif pelanggan, perspektif proses bisnis internal, perspektif keuangan, dan perspektif pembelajaran dan pertumbuhan adalah 87%. Dengan presentasi perspektif keuangan 100%, perspektif pelanggan 4,46, perspektif pembelajaran dan pertumbuhan 63%, sedangkan perspektif dengan kinerja terendah terdapat pada perspektif proses bisnis internal dengan capaian 53%. Perspektif keuangan dan pelanggan telah mencapai target dan perspektif pembelajaran dan bisnis internal belum mencapai target.

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