scholarly journals Analyzing the Relationship between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques

2019 ◽  
Vol 11 (13) ◽  
pp. 3570 ◽  
Author(s):  
Wei Hong ◽  
Changyuan Zheng ◽  
Linhai Wu ◽  
Xujin Pu
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Rapid Development ◽  
Digital Information ◽  
Logistics Service ◽  
Communication Reliability ◽  
Fresh Products ◽  
Mining Model ◽  
The Relationship

The rapid development of the Internet and the transformation of consumption patterns have prompted consumers to purchase fresh products online. For fresh e-commerce enterprises, logistics is an important aspect of customer satisfaction. Therefore, this study focused on online review information and used a convolutional neural network text mining model for its analysis. Logistics service elements concerned with customer satisfaction are convenience, communication, integrity, responsiveness, and reliability. Thereafter, comment information was converted to digital information using sentiment analysis. Finally, a correlation analysis was carried out to compare the significance of various influencing factors. The results confirm that convenience, communication, reliability, and responsiveness had a significant impact on customer satisfaction, whereas integrity had none. Fresh e-commerce logistic services need to improve for the development of the companies.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

scholarly journals MODEL KEPUTUSAN PEMBELIAN PAKAIAN BATIK DAN TINGKAT KEPUASAN KONSUMEN

2020 ◽  
Vol 6 (1) ◽  
pp. 67-74
Author(s):  
Hani Ernawati ◽  
Fitriana Fitriana
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Market Demand ◽  
Purchasing Decision ◽  
Ordinary Least Square ◽  
Satisfaction Index ◽  
Quality Product ◽  
The Relationship

Batik is a craft that has high artistic value and has become part of Indonesian culture that must be preserved. The level of consumer satisfaction towards Batik has to be known in order to understand the market demand, as well knowing the influencing factors that have postive effect on purchasing decision of Batik. The purposes of this study are (1) measures customer satisfaction levels of batik clothing, (2) measures the influence of quality product, brand, price, and access toward purchasing decision. Method - A total of 120 respondents were asked to rate their assesment on product quality, brand, price and access to get Batik clothes and their purchasing decision. Analysis of customer satisfaction used Consumer Satisfaction Index. The relationship between quality product, brand, price, and access toward purchasing decision determined by regression analysis Ordinary Least Square. The result of this study revealed that consumers’ satisfaction toward Batik clothes included in term of satisfied category. Brand and price had positive effect on purchasing decision, but product quality and accesibity didn’t.

Looking beyond the stars: A description of text mining technique to extract latent dimensions from online product reviews

2019 ◽  
Vol 62 (2) ◽  
pp. 195-215
Author(s):  
Frederik Situmeang ◽  
Nelleke de Boer ◽  
Austin Zhang
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Research Methodology ◽  
Latent Dirichlet Allocation ◽  
Online Reviews ◽  
Product Reviews ◽  
Marketing Literature ◽  
Mining Technique ◽  
Online Product Reviews ◽  
The Relationship

The purpose of this study is to contribute to the marketing literature and practice by describing a research methodology to identify latent dimensions of customer satisfaction in product reviews, and examining the relationship between these attributes and customer satisfaction. Previous research in product reviews has largely relied only on quantitative ratings, either stars or review score. Advanced techniques for text mining provide the opportunity to extract meaning from customer online reviews. By analyzing 51,110 online reviews for 1,610 restaurants via latent Dirichlet allocation, this study uncovers 30 latent dimensions that are determinants of customer satisfaction. Furthermore, this study developed measurements of sentiment and innovativeness as moderators of the effect of these latent attributes to satisfaction.

scholarly journals Bahasa Indonesia

2018 ◽  
Vol 7 (5) ◽  
pp. 2823
Author(s):  
Ni Kadek Sri Yunia Wahyuni ◽  
Ni Wayan Ekawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Business Growth ◽  
Good Service ◽  
Analysis Techniques ◽  
The Relationship ◽  
Bahasa Indonesia

Along with the growing business growth in shipping services, it creates intense competition, so in order to survive and win the company customers are required to optimize the quality of service and satisfy its customers. Therefore this study aims to determine the effect of service quality on word of mouth mediated by customer satisfaction variables. Population in this research is society which have used service delivery of TIKI. This research was conducted in Denpasar with sample of 110 respondents. Data analysis techniques used consist of path analysis and Sobel Test. The results showed that service quality and customer satisfaction had positive and significant effect on word of mouth. Customer satisfaction is significantly able to mediate the relationship between service quality to word of mouth. This result confirms that good service quality can increase consumer satisfaction of a service with so satisfied consumer will influence other consumer through word of mouth.

scholarly journals The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers

2001 ◽  
Vol 4 (1) ◽  
pp. 99-117
Author(s):  
N. S. Terblanche ◽  
C. Boshoff
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Shopping Experience ◽  
Fast Food Restaurants ◽  
The Individual ◽  
Retail Shopping ◽  
The Impact ◽  
The Relationship

Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.

scholarly journals EXAMINATION OF MUSLIM CONSUMERS’ INTENTIONS TO EAT AT FINE DINING RESTAURANTS

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Muhammad Amiruddin Al- Farisi ◽  
Latifah Putranti ◽  
Nuraini Desty Nurmasari
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Symbolic Value ◽  
The Relationship ◽  
Positive Effect

This paper aims to identify the functional, symbolic, hedonic and Islamic value constructs of Muslim consumers’ satisfaction with fine dining restaurants. In addition, it develops the role of religiosity in the relationship between hedonic and Islamic symbolic values ​​in consumer satisfaction and examines the effect of such satisfaction on the willingness to pay more. The method used in the research is based on a Structural Equation Modeling (SEM), with data collected using a questionnaire; 281 valid respondents took part in the study. The results show that in terms of the influence of the dimensions of perceived value in explaining customer satisfaction, the functional, hedonic and Islamic have has a positive and significant effect, whereas the symbolic value variable is is perceived to have no significant effect on satisfaction. Furthermore, customer satisfaction has a significant positive effect on the willingness to pay more. In comparison, religiosity does not moderate the effect of perceived symbolic value on consumer satisfaction. However, it does moderate the effect of hedonic and Islamic value.

The Effect of Reverse Logistics Activities on Brand Equity and Customer Satisfaction

2020 ◽  
pp. 395-414
Author(s):  
Gözde Yanginlar
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Brand Equity ◽  
Reverse Logistics ◽  
Rapid Development ◽  
Environmental Issues ◽  
Active Role ◽  
Sustainable Competitive Advantage ◽  
The Relationship

In the last few decades, the rapid development of customer awareness of environmental issues has encouraged many enterprises to adopt reverse logistics activities, which resulted in growing importance among enterprises of enhancing customer satisfaction and improving brand equity. This chapter examines the effect of reverse logistics activities in Turkish firms which are required to act responsibly towards the environment, and explains the relationship between reverse logistics processes and customer satisfaction and brand equity. The findings of this study contribute to understanding that an increasing number of them have integrated reverse logistics practices into their operations to develop a sustainable competitive advantage. The findings also indicate that reverse logistics plays an active role in Turkish enterprises improving brand equity and customer satisfaction while preserving the environment in the local and the global communities.

Model Keputusan Pembelian Pakaian Batik Dan Tingkat Kepuasan Konsumen

2019 ◽  
Vol 6 (1) ◽  
pp. 69-76
Author(s):  
Hani Ernawati ◽  
Fitriana Fitriana
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Market Demand ◽  
Purchasing Decision ◽  
Ordinary Least Square ◽  
Satisfaction Index ◽  
Quality Product ◽  
The Relationship

Batik is a craft that has high artistic value and has become part of Indonesia culture that must be preserved. The level of consumer satisfaction towards Batik has to be known in order to understand the market demand, as well knowing the influencing factors that have postive effect on purchasing decision of Batik. The purposes of this study are (1) measures customer satisfaction levels of batik clothing, (2) measures the influence of quality product, brand, price, and access toward purchasing decision. Method - A total of 120 respondents were asked to rate their assesment on product quality, brand, price and access to get Batik clothes and their purchasing decision. Analysis of customer satisfaction used Consumer Satisfaction Index. The relationship between quality product, brand, price, and access toward purchasing decision determined by regression analysis Ordinary Least Square. The result of this study revealed that consumers’ satisfaction toward Batik clothes included in term of satisfied category. Brand and price had positive effect on purchasing decision, but product quality and accesibity didn’t.

scholarly journals The Relationship of Service Quality on Consumer Satisfaction in Shipyard Industry

2015 ◽  
Vol 9 (11) ◽  
pp. 247
Author(s):  
Suharto Suharto ◽  
Sulistiyono Sulistiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Future Research ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Relationship Of ◽  
The Relationship

Service quality and customer satisfaction have become a widely discussed issue for two decades. However, only a few intention used shipyard as the marketing researches target of these variables. The authors investigate the relationships between service quality dimensions and consumer satisfaction in shipyard industry. The authors test the significance of the relationships between service quality dimensions and consumer satisfaction. The results suggest that four service quality dimensions (tangible, responsibility, responsiveness and assurance) are antecedents of consumer satisfaction in this industry, while empathy has less effect on satisfaction. Implications for managers and future research are discussed.

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