scholarly journals A Study of Customer Satisfaction on After Sales Service of Two Wheelers in Kathmandu Valley

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Sanjupa Giri ◽  
Kumar Thapa
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Research ◽  
Spare Part ◽  
Model Analysis ◽  
Kano Model ◽  
Basic Model ◽  
Customer Care ◽  
Two Wheeler ◽  
Service Strategies ◽  
The Relationship

<p>The purpose of this study is to explore the relationship between various identified after-sales service attributes of Two Wheeler brands and customer satisfaction. It further intends at segregating the major after sales service as per Kano Model. This research is a quantitative research with a sample size of 280, 40 each on the basis of brands of bike and scooter. Sample is selected in a quota and convenience basis. The brands which are taken as samples includes Honda, Hero, Bajaj, Mahindra, Yamaha, Royal Enfield and others (TVS, Suzuki and VR). Kano Model analysis, frequency analysis, correlation, ANOVA test, independent sample t-test, etc. are used for data analysis. Kano model is taken as a basic model for the study.</p><p>Surprisingly, it is found that supporting after sales service has more impact on customer satisfaction than major after sales services have. Apparently, the most valued after sales service is behaviour of technicians which has the strongest and positive relation with customer satisfaction. Behaviour attributes play major role in customer satisfaction. Likewise, functional and dysfunctional questions are analyzed to carry out Kano Model Analysis. From the research, it is found that Spare part supply, Warranty, Bike wash and Service camp are the must be requirements. Likewise, Repair and Maintenance, Customer Care, Inspection and Mobile Van (office hours) are regarded as one dimensional services. And, Driving Orientation and 24 hours Mobile Van service are regarded as Attractive services. At present, 63% of customers are satisfied with the after sales service and 10% are very satisfied with the current after sales service. This study is significant to distributors of two wheelers and parent companies, as they can formulate after sales service strategies by understanding the present satisfaction level of customers and degree of each after sales service attributed to satisfy the customers.</p><p>Journal of Business and Social Sciences Research, Vol. 1, Issue 1, pp. 1-21</p>

Kano model analysis for enhancing customer satisfaction of an automotive product for Indian market

2021 ◽  
Author(s):  
Janmejay Bhardwaj ◽  
Ashu Yadav ◽  
Manvendra Singh Chauhan ◽  
Avanish Singh Chauhan
Keyword(s):  
Customer Satisfaction ◽  
Model Analysis ◽  
Indian Market ◽  
Kano Model

The Effects of Prepaid Metering Systems on Customer Satisfaction in Niger State, Nigeria

2021 ◽  
Vol 2 (2) ◽  
Author(s):  
Ayooluwa Femi Aribisala ◽  
Musa Mohammed
Keyword(s):  
Customer Satisfaction ◽  
Regression Models ◽  
Response Rate ◽  
Spearman Correlation ◽  
Electricity Use ◽  
Customer Care ◽  
Level Of Satisfaction ◽  
Multiple Regression Models ◽  
The Relationship ◽  
Structured Questionnaire

Energy consumers in Nigeria have long complained about Distribution Companies' unfair billing practices, exorbitant monthly electricity bills resulting from meter estimation rather than accurate meter reading and calculation based on uninterrupted electricity use. The objectives of the study were to establish the relationship between the prepaid metering system and customer satisfaction; and to evaluate the level of satisfaction with respect to the usage of the prepaid metering system in Niger State, Nigeria. In carrying out the study, the structured questionnaire was administered to 393 randomly chosen respondents drawn from prepaid meter users, out of which 344 responded generating a response rate of 87.5%. The data derived were subjected to spearman correlation and multiple regression models. The major findings from the study showed a significant, moderate and positive relationship between the prepaid metering system and customer satisfaction. Additionally, three significant predictors, Affordability, Availability and Flexibility with p < .01 are statistically significant. Further findings from descriptive statistics revealed that users had the highest level of satisfaction with the privacy they had as a result of no meter readers and no accumulated. The study concluded that there exist a positive and beneficial link between the prepaid metering system and customer satisfaction. The study therefore recommends the provision of a smart metering system, good customer care units and a marketing campaign for better knowledge of the prepaid metering system.

scholarly journals PENGARUH KOMPETENSI DAN DISIPLIN KERJA TERHADAP KEPUASAN PELANGGAN DI KANTOR PELAYANAN KEKAYAAN NEGARA DAN LELANG (KPKNL) PALU

2020 ◽  
Vol 4 (2) ◽  
pp. 103-112
Author(s):  
Sri Dwi Ratih Wijayanti ◽  
Lina Mahardiana ◽  
Risnawati Risnawati
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Quantitative Research ◽  
Test Results ◽  
Significance Level ◽  
Analysis Techniques ◽  
Regression Test ◽  
The Relationship

This study aims to: know and analyze whether the Competence and Discipline Work simultaneously and partially effect on Customer Satisfaction in the Office of State Assets and Auction (KPKNL) Palu. This study uses quantitative research which is a study that aims to explain the relationship between two or more variables with a sample of 49 customers and data analysis techniques used are multiple linear regression. The results of hypothesis analysis and testing can be concluded that: (1) based on regression test results obtained sig. F of 0.00 <0.05, which can be interpreted that the variable Competence and Work Discipline affect simultaneously to Customer Satisfaction. (2) based on regression test results obtained Competence variables have significance level t sig. 0.010 <α 0.05, which can be interpreted that the variable Competence partially significant effect on customer satisfaction. (3) based on the regression test results obtained variable Work Discipline has significance level t sig. 0,000 <α 0.05, which can be interpreted that the variable Work Discipline partially significant effect on Customer Satisfaction. Penelitian ini bertujuan untuk: mengetahui dan menganalisis apakah Kompetensidan Disiplin Kerjaberpengaruh secara serempak dan parsial terhadap Kepuasan Pelanggan di Kantor Pelayanan Kekayaan Negara dan Lelang (KPKNL) Palu. Penelitian ini menggunakan penelitian kuantitatif yang merupakan penelitian yang bertujuan untuk menjelaskan hubungan antara dua variabel atau lebih dengan sampel 49 pelanggan dan teknik analisis data yang digunakan adalah regresi linear berganda.Hasil analisis dan pengujian hipotesis dapat disimpulkan bahwa: (1) berdasarkan hasil uji regresi diperoleh sig. F sebesar 0,00 < 0,05, yang dapat diartikan bahwa variabel Kompetensidan Disiplin Kerjaberpengaruh secara serempak terhadap Kepuasan Pelanggan. (2) berdasarkan hasil uji regresi diperoleh variabel Kompetensimemiliki tingkat signifikasi t sig. 0,010 < α 0,05, yang dapat diartikan bahwa variabel Kompetensisecara parsial berpengaruh signifikan terhadap kepuasan pelanggan. (3) berdasarkan hasil uji regresi diperoleh variabel Disiplin Kerja memiliki tingkat signifikasi t sig. 0,000 < α 0,05, yang dapat diartikan bahwa variabel Disiplin Kerja secara parsial berpengaruh signifikan terhadap Kepuasan Pelanggan.

scholarly journals Exploring customer satisfaction with university cafeteria food services. An empirical study of Temptation Restaurant at Taylor’s University, Malaysia

2017 ◽  
Vol 8 (2) ◽  
pp. 96-106 ◽  
Author(s):  
Anshul Garg ◽  
Jeetesh Kumar
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Research ◽  
Research Approach ◽  
Food Services ◽  
Quality Factors ◽  
Staff Members ◽  
Service Characteristics ◽  
Food And Beverage ◽  
The University ◽  
The Relationship

Abstract This study investigates the link between the different service characteristics that have an influence on customer satisfaction in university cafeteria food services. A conceptual model comprising of different variables like food and beverage quality, service quality, food choice, price and value equality, and ambience were studied for customer satisfaction to explore the relationship among them. This study examined how dining experiences influence the satisfaction and loyalty of both non-mature (students) and mature (staff) customers, in order to find their similarities and differences within the context of university cafeteria services. The study was conducted at Taylor’s University in Malaysia by using a quantitative research approach, and 231 students and 63 staff members of the university participated in the study. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both students and staff who dined at the university cafeteria. It could be concluded from the results that the influence of price offered at the university cafeteria had a significant effect on respondents’ loyalty. The result of this study offers a direction towards better the services and facilities, which lead to an increase of the competitive influence of the restaurant business in the marketplace.

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 Analysis of Competence and Service Quality on Customer Satisfaction and Loyalty in Eastern Indonesia Border Tourism

2021 ◽  
Vol 4 (2) ◽  
pp. 3016-3031
Author(s):  
Milcha Handayani Tammubua ◽  
Deni Surapto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Analysis Method ◽  
Pls Analysis ◽  
Effect Hypothesis ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The border tourism between Indonesia and Papua New Guinea is currently in great demand by many tourists. Therefore, this study aims to analyze customer satisfaction and loyalty which are influenced by competence and service quality. To test the direct and indirect effect hypothesis, this study adopts a quantitative research approach. The research instrument used was a questionnaire. The sample of this research was 192 tourists who were visiting the PLBN Skouw tour. The research data were analyzed using Partial Least Squares (PLS) analysis method with SmartPLS3.0 software. The results of this study can prove that competence can have a positive and significant effect on service quality and customer satisfaction. Customer satisfaction has a positive and significant effect on customer satisfaction and loyalty. In addition, customer satisfaction can also mediate the relationship between competence and customer satisfaction. Customer satisfaction is proven to have a positive and significant effect on customer loyalty. Customer satisfaction can also mediate the relationship between service quality and customer loyalty.

Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java

2020 ◽  
Vol 22 (2) ◽  
pp. 220-237
Author(s):  
Eunike Riahta Tarigan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Research Data ◽  
Service Performance ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Customer Expectation ◽  
The Relationship

Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.

Banking services for SMEs' internationalization: evaluating customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincenzo Formisano ◽  
Andrea Moretta Tartaglione ◽  
Maria Fedele ◽  
Ylenia Cavacece
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Kano Model ◽  
Banking Services ◽  
Content Type ◽  
Wide Range ◽  
International Activities ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

Attaining digital advocacy behaviour through destination image and satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shefali Saini ◽  
Chris Niyi Arasanmi
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Research ◽  
Destination Image ◽  
Survey Method ◽  
Tourism Destination ◽  
Content Type ◽  
Tourist Satisfaction ◽  
Intercept Survey ◽  
The Relationship

Purpose This study aims to examine the consequences of tourism destination image and satisfaction on digital advocacy in a touristic environment. The study also tested the mediation role of satisfaction in the relationship between the tourism destination image and tourists’ advocacy. Design/methodology/approach This study adopts a quantitative research design, suing the intercept survey method to collect data from 185 international tourists in New Zealand. The process macro regression method was used to analyse the collected data. Findings The findings from this study are: firstly, the study demonstrates that tourism destination image influenced tourists’ digital advocacy behaviour. Secondly, tourists’ satisfaction significantly changed tourists’ advocacy behaviour. Thirdly, tourists’ satisfaction mediates the relationship between the tourism destination image and tourists’ advocacy behaviour in this study. Research limitations/implications This study examined tourism destination image and satisfaction as predictors of tourist digital advocacy behaviour; the findings have some valuable impacts for organisations, especially the destination marketing organisation’s tourism strategies. The result also implies that customer satisfaction is a predictor of advocacy behaviours; and the need to focus on increasing tourist satisfaction by putting in place well-crafted tourism products and services. Practical implications The finding also implies that customer satisfaction is an important antecedent of advocacy behaviours; and the need to focus on increasing tourist satisfaction by putting in place well-crafted tourism-based strategies. Originality/value This study is one of the few investigations on tourists’ digital advocacy behaviour. The study also assessed the mediating impact of customer satisfaction in the relationship between tourism destination image and tourists’ advocacy behaviour, an area, which suffers from a languor of research.

scholarly journals The Relationship Between Website Quality and E-Satisfaction: A Case Study of Four- and Five-Starred Hotels in Hội An City of Quảng Nam Province

2013 ◽  
Vol 218 ◽  
pp. 147-160
Author(s):  
HUY LÊ VĂN ◽  
ÂN NGUYỄN THỊ HOÀI
Keyword(s):  
Customer Satisfaction ◽  
Empirical Research ◽  
Quantitative Research ◽  
Hospitality Industry ◽  
Website Design ◽  
The World ◽  
Customer Services ◽  
The Relationship ◽  
Developing Society

E-commerce has become a familiar and indispensable part in a developing society, contributing substantially to changes in the customer behaviors and demand. In order to meet customer needs, tourism companies in general and enterprises of the hospitality industry in particular must establish their own websites at the service of their business and competition. In this paper, through aggregation of existing theories in the world and quantitative research, the authors conduct an empirical research for the case of four- and five-starred hotels in H?i An City and identify seven factors that affect the satisfaction of online customers (or e-satisfaction): (1) website design, (2) website information, (3) website security, (4) trust, (5) transaction convenience, (6) customer services, and (7) hotel services information. Those results allow authors to offer some suggestions for hospitality enterprises to enhance their customer satisfaction.

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