scholarly journals Nível de Serviços Logísticos no E-Commerce: a Percepção do Cliente para a Satisfação

2020 ◽  
Vol 23 (38) ◽  
pp. 153-159
Author(s):  
Hélio Camargos Neto ◽  
Lucas Beraldo Soares ◽  
Camila Ingredy da Silva Souza ◽  
Charlles Rander e Silva ◽  
Cléber Tiago de Souza ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Business Models ◽  
Retention Rate ◽  
Market Competition ◽  
Electronic Survey ◽  
Logistics Service ◽  
Level Of Satisfaction ◽  
New Business ◽  
Probabilistic Sample

Com o passar do tempo, a concorrência do mercado aumenta constantemente e os clientes se tornam cada vez mais exigentes. Se as empresas não acompanharem as mudanças do mercado, poderão se tornam obsoletas, a fim de perder participação no mercado e junto uma boa parcela de sua receita. O comércio eletrônico está crescendo com o desenvolvimento dos novos modelos de negócios e será continuamente impulsionado nas próximas décadas. Com grande número de empresas atuantes no e-commerce, a logística tem sido amplamente influenciada a desempenhar um papel importante na satisfação do cliente e percepção positiva dos serviços prestados.  O objetivo deste artigo é entender as percepções dos clientes em relação aos fatores de desempenho dos serviços logísticos no e-commerce. Foi relatado neste artigo um estudo exploratório através de um survey eletrônico feito pela plataforma Google Formulários tendo a participação de 303 respondentes em uma amostra não probabilística. Os resultados destacam o fato de que a dimensão relacional da logística sobre a qualidade de serviço é bem representativo sobre o nível de satisfação e taxa de retenção dos clientes. Desta forma os gestores serão capazes de correlacionar de maneira ótima as estratégias orientadas para aquisição de novos clientes e retenção de clientes existentes com a percepção de valor da qualidade do serviço logístico. Palavras-chave: E-Commerce. Serviço Logístico. Satisfação do Cliente. AbstractOver time, market competition is constantly increasing and customers become increasingly demanding. If companies fail to keep up with market changes, they may become obsolete in order to lose market share and together a good share of their revenue. E-commerce is growing with the development of new business models and will be continuously boosted in the coming years. decades. With a large number of companies active in e-commerce, logistics has been largely influenced to play an important role in customer satisfaction and positive perception of the services provided. The purpose of this article is to understand the perceptions of customers regarding the factors of performance of logistics services in e-commerce. This article reports an exploratory study through an electronic survey conducted by the Google Forms platform, with the participation of 303 respondents in a non-probabilistic sample. The results highlight the fact that the relational dimension of the logistics on the quality of service is very representative about the level of satisfaction and retention rate of the customers. In this way the managers will be able to correlate in a optimal way the strategies oriented towards the acquisition of new clients and retention of existing clients with the perception of value of the quality of the logistics service. Keywords: E-Commerce. Logistics Service; Customer satisfaction.

Quality Evaluation of Group-Buy Websites

2016 ◽  
Vol 14 (1) ◽  
pp. 1-10 ◽  
Author(s):  
Zhuoxi Yu ◽  
Yanqing Wu ◽  
Zhiwen Zhao
Keyword(s):  
Customer Satisfaction ◽  
Quality Evaluation ◽  
Business Models ◽  
Comprehensive Evaluation ◽  
Market Competition ◽  
Group Buying

Group buying mode has been one of the hottest business models in the Chinese Internet area in recent years. Though the market competition is intense, the demand of group purchase is still on the rise. Nowadays, the research on comprehensive evaluation of group buying websites in the country is still tiny. The paper used DEA combined with AHP to evaluate popular group buying websites. According to the characteristics of group buying websites, the authors evaluate the quality of group buying websites from four aspects. There are running efficiency, profit ability, popularity and customer satisfaction. Then they get the comprehensive evaluation results of each website which based on those four aspects. Some suggestions of website building for group purchasing enterprises are proposed.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

scholarly journals The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia

2017 ◽  
Vol 2 (3) ◽  
pp. 67-72
Author(s):  
Ludfi Djajanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Competition ◽  
Linear Regression Analysis ◽  
Original Data ◽  
Multiple Linear Regression Analysis ◽  
Jel Classification ◽  
Dominant Dimension ◽  
Analysis Technique

Objective - The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique - The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty - The research supported by original data and contribute to the literature in the context of Indonesia. Type of Paper - Empirical Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction. JEL Classification: L15, M10, M30.

scholarly journals Customer Satisfaction using Mobile Telecommunications Services: An Empirical Research at Mobifone Quang Binh Branch, Vietnam

2020 ◽  
Vol 8 (6) ◽  
pp. 2825-2831
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Mobile Service ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Telecommunication Services ◽  
Level Of Satisfaction ◽  
Confirmatory Factor ◽  
Telecommunications Services

The objective of this study is to measure the level of satisfaction and analyze the factors that affect customer satisfaction using mobile telecommunication services. The authors have built a model to assess customer satisfaction using MobiFone mobile telecommunications services, and test the research hypotheses about the relationship between components of mobile service quality to Customer satisfaction case at MobiFone Quang Binh branch. The study used descriptive statistical analysis, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) with data collected from 800 customers. The research results show that the flexibility, assurance and tangible have a significant influence on customer satisfaction with the quality of services and products. Finally, the article proposes solutions to improve the quality of product services of businesses in Vietnam.

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERDAHAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI TWISSTERDOG DENPASAR

2018 ◽  
Vol 6 (3) ◽  
pp. 259
Author(s):  
I.G.A Devika Inten A ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Food Presentation ◽  
Satisfaction Level ◽  
Consumer Interest ◽  
Level Of Satisfaction ◽  
Parking Facilities

This study aims to determine the attributes that are considered important by consumers to achieve customer satisfaction, determine the level of performance in Twissterdog, know the level of satisfaction or level of consumer suitability of products and services in Twissterdog, and determine the attributes that need to get priority from the company to achievement of customer satisfaction. This research was conducted in Twissterdog with the sample used was 97 respondents by using purposive and accidental sampling method. Data obtained from the questionnaire distribution were analyzed by Importance Performance Analysis method. The result of research shows that attribute with highest level of customer satisfaction on product quality is clarity of name and logo of company with satisfaction level 222%, attribute with lowest satisfaction level is price match with consumer interest, food presentation and price match with product quality with satisfaction level equal to 80.84%. Attributes with the highest level of customer satisfaction on the quality of service is the hospitality of the waiter and the courtesy of the waiter with a satisfaction level of 218%. Attribute with the lowest level of customer satisfaction on the quality of service is the convenience of café with a satisfaction level of 43%. Attributes that should be prioritized on product quality are price conformity with consumer interest, food presentation and price conformity with product quality. The attributes that must be prioritized on the quality of service is the ease of reaching the location, the cleanliness of the cafe, the availability of parking facilities and the convenience of the cafe. Keywords : Customer satisfaction, Importance Performance Analysis, Twissterdog.

scholarly journals Pengukuran Kepuasan Pelanggan Terhadap Layanan Bidang Akademik Politeknik Negeri Semarang

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Budhi Adhiani C.
Keyword(s):  
Customer Satisfaction ◽  
Field Study ◽  
Field Work ◽  
Validity And Reliability ◽  
Study Program ◽  
Academic Field ◽  
Level Of Satisfaction ◽  
Academic Services ◽  
Exam Result

<p>The purpose of this study was to measure customer satisfaction levels <br />of academic services Semarang State Polytechnic (POLINES) in 2016, for any <br />study program as well as overall POLINES, then compared it with the level of <br />satisfaction in 2012, 2013, 2014 and 2015. Types of academic services measured <br />including services : re-registration ; licensing ; access of exam result; guidance <br />from academic guardian; compensation; scheduling lectures; implementation of <br />semester exam; implementation of field study course and field work service <br />implementation. Academic service determination of the satisfaction attributes <br />level was conducted by testing validity and reliability with Spearmen <br />correlation coefficient and Cronbach's Alpha . Measuring the level of <br />satisfaction of academic services had done by calculating the average level of <br />satisfaction measured directly. Respondents were 440 students from 22<br />programs of study at the Polytechnic of Semarang using purposive sampling. <br />The results of this study are : 1) The level of academic services satisfaction at <br />Semarang State Polytechnic as overall was satisfactory . There were 5 types of <br />academic services available at the satisfactory level, the guidance from <br />academic guardian services, the scheduling lecture services, the <br />implementation of semester exam services, the implementation of field study <br />course, and field work service implementation ; 2) Study Program of Civil <br />Construction Technique at the highest level of satisfaction academic services ( <br />3,80 ), while the Accounting Managerial Study Program at the lowest level of <br />satisfaction (2,98) ; 3) The implementation of field study course services type at <br />the highest level of satisfaction ( 3.71 ) , while the type of exam result access <br />services at the lowest level of satisfaction ( 3.10 ); 4) There were 11 study <br />program which the level of customer satisfaction on academics field services <br />were increasing compared to 2015, namely study program of Informatics and <br />Computer, Telecommunications D4, Civil Engineering, Energy Conservation, <br />Syariah Banking, International Business Management, Bridges and Roads <br />Planning, Building Maintenance and Repairment, Production and Maintenance <br />Engineering, Business Administration D4. At the same time, the academics <br />field services compared to 2015 were Civil Contruction Technique Study <br />Program. 5) The level of customer satisfaction on academic field services in <br />2016 in every type of services were increasing compared to 2015. There were 4 <br />types of services, licensing services, access of exam result services, ; guidance <br />from academic guardian services, implementation of semester exams, The <br />implementation of field study course services; 6) The level of customer <br />satisfaction on academic field services in 2016 in every type of services, there <br />were 2 types services which were the same compared to 2015, re – registration <br />services and scheduling lectures services.<br />Suggestions for improving the quality of academic services Semarang State <br />Polytechnic is as follows : Improving the quality of service priority in access of <br />exam result service</p>

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

scholarly journals KEPUASAN KONSUMEN RUMAH TANGGA TERHADAP BERAS PADI ASAL LAMPUNG SELATAN (BERAS “PALAS”) DI KABUPATEN LAMPUNG SELATAN

2020 ◽  
Vol 8 (2) ◽  
pp. 248
Author(s):  
Dela Fitriana ◽  
Teguh Endaryanto ◽  
Rabiatul Adawiyah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Descriptive Analysis ◽  
Survey Method ◽  
Consumption Pattern ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Analysis Methods ◽  
Level Of Satisfaction

This research aimed to find out consumption pattern and level of satisfaction of household consumers on “Palas” rice. The research was done in South Lampung with a survey method. The data was collected in Mei 2018. The technique used for sampling was nonprobability sampling with 40 respondents. The analysis methods used were descriptive analysis, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The research showed that the household consumers of “Palas” rice consumed 9.12 kg per month. They consume “Palas” rice because the quality of “Palas” rice is quite good such as the color, the cleanliness, and the price. The CSI value obtained is 73,60 percent which is in satisfying category. According to the results of IPA attributes that should be top priorities are taste and texture of rice.Key words: Consumption, Customer Satisfaction, “Palas” rice

scholarly journals HIGHER EDUCATION INSTITUTIONS IN THE FACE OF COMPETITIVE CHALLENGES

2021 ◽  
Vol 71 (2) ◽  
Author(s):  
Olesia Kanash ◽  
Olena Zhukova ◽  
Volodymyr Parsiak
Keyword(s):  
Higher Education ◽  
Industry 4.0 ◽  
Business Models ◽  
Educational Process ◽  
Educational Services ◽  
New Business ◽  
The Face ◽  
Training Quality ◽  
Key Indicators

The article presents the results of observing the events that have taken place in the highly competitive market of educational services in our country over the past years and consequences of their influence on domestic higher educational institutions. The most significant among these results are the next: a decrease in the number of students who come from Ukraine for high quality and less expensive education, than in their countries, the curtailment of the national cluster of the formation of professional competencies centers and also the number of scientific and pedagogical personnel reduction, their training quality, who are meant for maintaining the intellectual capital of the nation at the proper level, that is especially alarming. Identified negative trends are in contradiction with the views of the key states of the planet regarding the role of education in the era of Industry 4.0 establishment. And the impressive statistics of countries that are at the forefront of the implementation of Industry 4.0 products and the quality of education are proof of this. The rapid diffusion of innovative technologies created by Industry 4.0, new business models requires consequently a new quality of workforce. It is suggested that many problems appeared due to the special content of state policy in the economic sphere. Alas, it does not contribute to such a required growth of business and, as a result, leads to a chronic budget deficit and a decrease in spending on social programs and on higher education, in particular. In these circumstances, it looks quite attractive to encourage students to receive educational services in our country from those regions where there is a torrentially growing desire for academic migration among young people. Regardless on the true motives of the growth in the popularity of it. There is an urgent need to analyze the current situation of education in Ukraine, to study the dynamics of key indicators to identify the challenges facing the modern education system. The results of the analysis will help to look soberly at the problems, overcoming which will be a priority for reformers of the educational process.

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