An empirical investigation of the relationship between TQM practices, quality performance, and customer satisfaction level

2019 ◽  
Vol 26 (1) ◽  
pp. 96 ◽  
Author(s):  
Anu P. Anil ◽  
K.P. Satish
Keyword(s):  
Customer Satisfaction ◽  
Empirical Investigation ◽  
Satisfaction Level ◽  
Quality Performance ◽  
The Relationship

scholarly journals Examining the Relationships among Product Quality, Customer Satisfaction and Loyalty in the Bamboo Institute, Dili, Timor-Leste

2020 ◽  
Vol 2 ◽  
pp. 33-44
Author(s):  
Sabino Rua ◽  
Estanislau De Sousa Saldanha ◽  
Alvaro Menezes Amaral
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Satisfaction Level ◽  
Timor Leste ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The objectives of this research are to test and explain the influence of product quality and customer satisfaction on customer loyalty, in addition to customer satisfaction on the relationship between product quality and customer loyalty. A total of 190 valid questionnaires were collected from costumers of Bamboo Institute in Dili, Timor-Leste, and the relationships between 3 variables were tested using SMART-PLS 3.0. The result of the study revealed that product quality and customer satisfaction influence positively and significantly on customer loyalty, and customer satisfaction fully mediate the relationship between product quality and customer loyalty. The result of study confirms that product quality and customer satisfaction are strong antecedent factors for customer loyalty. Therefore, to enhance customer loyalty, it is important to provide the product quality that meets the customer’s satisfaction level.

scholarly journals The Relationship between Service Quality Dimensions and Behavioral Intentions in the Egyptian Hotel Industry

2020 ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Primary Data ◽  
Quality Performance ◽  
Five Dimensions ◽  
Behavior Intentions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
And Behavior ◽  
The Relationship

This study investigates the service quality dimensions within five-star hotels in Cairo in Egypt and how these dimensions further impact customer satisfaction and behavior intentions. A self-administrated questionnaire was used to collect the primary data of this study. The findings obtained from factor analysis indicated five dimensions of service quality: tangibles, adequacy in service quality, understanding and caring, assurance, and Convenience. The findings also indicated that the business guests had the highest importance for the dimension of assurance, adequacy in service supply, understanding and caring, tangibles, and Convenience. Although this study's findings indicated that quality performance (i.e., adequacy in service supply, assurance, understanding, and caring) in the hotels was rationally good, lower ratings were identified for numerous factors. Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant influence on customer satisfaction and behavior inventions.

Customers’ Satisfaction Level of Islamic Banking Service in Kelantan, Malaysia

2021 ◽  
Vol 12 (3) ◽  
pp. 489-496
Author(s):  
Aminah Osman Et.al
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Simple Random Sampling ◽  
Islamic Banking ◽  
Satisfaction Level ◽  
Banking Service ◽  
Quantitative Analysis Method ◽  
Banking Institution ◽  
The Relationship

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, tangibles, empathy, and responsiveness had a correlational relationship with customer satisfaction influence. However, based on the regression analysis, it was found that only the responsiveness, empathy and reliability variables were significant in influencing customer satisfaction. As such, the Islamic banking institution should upgrade its service quality, especially in the aspects of responsiveness, empathy, and reliability.

Customized logistics service and online shoppers’ satisfaction: an empirical study

2016 ◽  
Vol 26 (2) ◽  
pp. 484-497 ◽  
Author(s):  
Mingyao Hu ◽  
Fang Huang ◽  
Hanping Hou ◽  
Yong Chen ◽  
Larissa Bulysheva
Keyword(s):  
Customer Satisfaction ◽  
Product Type ◽  
Retail Market ◽  
Satisfaction Level ◽  
Online Retail ◽  
Content Type ◽  
Logistics Service ◽  
Online Retailers ◽  
Online Shoppers ◽  
The Relationship

Purpose – Fast-growing online retail market provides convenience for customers. But it makes competition among online retailers fiercer as well. Online retailers need to improve online shoppers’ satisfaction level for the purpose of keeping their loyalty. As an important component in online retail market, logistics service affects online shoppers’ satisfaction level. By applying expectation confirmation theory, the purpose of this paper is to explore how customized logistics services (CLS) influences online shoppers’ satisfaction level and whether the relationship between them is moderated by product type. Design/methodology/approach – Data were collected from Tmall.com, the biggest online retail market in China. Exploratory factor analysis and two-way ANOVA were conducted to analyze the data. Findings – The results indicate that CLS positively impacts online shoppers’ satisfaction level. But product type does not have moderate effect on the relationship between CLS and online shoppers’ satisfaction level. Practical implications – Online retail market grows fast. As the number of retailers keeps increasing, competition in this market becomes fiercer. In order to attract new shoppers and increase shoppers’ loyalty, online retailers must make shopper satisfied with their purchase. CLS positively impacts online shoppers’ satisfaction level, online retailers should offer shoppers CLS. Originality/value – This study examines how customized logistics influences customer satisfaction, and extends literatures related to online customer satisfaction by integrating the factor CLS and opens the way for other studies related to logistics service customization. Furthermore, this study discusses how IoT will improve online retailers’ abilities in providing CLS.

scholarly journals Customer satisfaction level towards credit card

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Vuong Duc Hoang Quan
Keyword(s):  
Customer Satisfaction ◽  
Correlation Analysis ◽  
Small Proportion ◽  
Credit Card ◽  
Descriptive Analysis ◽  
Credit Cards ◽  
Satisfaction Level ◽  
Large Space ◽  
Independent Variable ◽  
The Relationship

The use of credit card plays a very important role in online purchasing and contributes significantly to the economy of one nation. Due to the under-developed infrastructure and purchasing habit, credit card transaction still takes a very small proportion and promises a very large space to develop. The purpose of this research is to measure customer satisfaction towards the credit cards they are using. Applying the Five Broad Dimensions theory, the research forms a survey that fits into the Five Broad Dimensions. There are two main analyses completed in the research including descriptive and correlation. The descriptive analysis is conducted to point out some specific areas in which banks or card providers need to pay more attention. The correlation analysis is to find out how strong the relationship between each independent variable and the dependent variable. Finally, the conclusion and recommendation will summarize the key findings of the research and give suggestions to the card issuers.

scholarly journals The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty

2020 ◽  
Vol 2 ◽  
pp. 56-65
Author(s):  
Ana Fransisca Flores ◽  
Estanislau Sousa Saldanha ◽  
Manuel Vong
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Industries ◽  
Mediation Effect ◽  
Quality Performance ◽  
The Government ◽  
Hotel Managers ◽  
Improve Service Quality ◽  
The Relationship

Sustainability of  hotel’s performance can be determined by service quality, satisfaction and customer loyalty. The level of customer satisfaction can be increased if hotels offer good quality performance, and so it can retain customers to stay in a hotel.  Thus, this research aims to identify and explain the influence of service quality for customer loyalty and test the effect of customer satisfaction mediation for the relationship between service quality and customer loyalty in the room division of the hotel. This research was conducted at hotel industries in Dili. Respondents for this research were their customers, and research instruments were questionnaires adopted from previous researches, and SMART-PLS 3.0 was used to test the hypothesis. This research shows that service quality and customer satisfaction are not significant to influence customer loyalty in the room division of hotels in Dili. Moreover, customer satisfaction does not have the effect of mediation for the relationship between service quality and customer loyalty. This research can contribute to enrich the theory and empirical about service quality, customer satisfaction, and customer loyalty. In a practical level, this research can help hotel managers to develop their strategies in order to retain their customers through good service quality.  This research can also help the government to aquire data on the level of customer satisfaction for the service quality of hotels in Timor-Leste, and so can develop the policy of human capital training to improve service quality in hotels and other service industries

scholarly journals RELATIONSHIP MARKETING IN CUSTOMER LOYALTY OF COMMERCIAL GALLERIES IN TIMES OF COVID-19

2021 ◽  
Vol 22 (2) ◽  
pp. 426-435
Author(s):  
Luz Cano ◽  
Djanira Castro ◽  
Wagner Vicente-Ramos
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Empirical Investigation ◽  
Coefficient Of Determination ◽  
P Values ◽  
Statistical Verification ◽  
Survey Results ◽  
High Level ◽  
The Relationship

The main objective of the study is to determine the level of dependence between relationship marketing and the level of customer loyalty to the brand. The study was conducted through a quantitative approach using the CAWI method. Relationships were determined by several factors. The loyalty factors are: Differentiation, Personalization, Satisfaction, Loyalty, usually. The relationship marketing indicators are: Trust, Commitment, Customer Satisfaction, Intention to renew the relationship. The survey results were processed using statistical methods. In particular, internal consistency checks performed on the questionnaire with questions to use Cronbach’s alpha. The use of such criteria allows to draw conclusions about the high level of consistency. The coefficient of determination was used for statistical verification of dependence. The results of the calculations confirmed a high level of dependence. Dependence was also confirmed by calculating p-values with a high level of probability. Conclusions were drawn according to the results of the empirical investigation.

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