How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development

Personalization, mobility, deliveries on the same day, and perhaps artificial intelligence—all of these elements will shape e-commerce in the near future. It is necessary to consider what features and standards online shops will have to meet in order to achieve success and to adapt to the changing preferences and requirements of the customer and their awareness of the perception of the environment through the prism of, for example, sustainable development. This means there is a need to specify a set of attributes that will influence the decision to use the services of a given e-shop. Despite all efforts, many online shops fail because they do not meet the expectations of customers. At the same time, meeting customer expectations is a big challenge for newly emerging e-shops. There are many studies on sustainable development in e-commerce, but there is no specific methodology for e-shop design, especially in the aspect of sustainable development. The authors propose a methodology based on Kano’s model and customer satisfaction to explore customers’ stated needs and unstated desires and to divided them into different groups with different impacts on customer satisfaction. In this paper, a case study on the attributes of customer satisfaction for a newly opened e-shop with organic products, which is to operate in the countries of Central Europe and takes into account selected assumptions of sustainable development, was presented. The research took the form of an original (authorial), universal survey that can be used in other similar research. A total of 1069 correctly completed surveys were taken into account for the analysis. Respondents indicated 16 must-have features for the e-shop in order to make customers benefit from its services and 11 one-dimensional features that will determine the level of customer satisfaction. Among the must-have features, there were those related to sustainable development, which indicates the environmental awareness of potential customers. The obtained results were given to the management of the research e-shop and were included during the design of its operation. After one to two years of e-shop operation, the results will be verified.

Download Full-text

ANALISIS PENGARUH PEMASARAN RELASIONAL TERHADAP KEPUASAN NASABAH DALAM MEMILIH PRODUK PERBANKAN (STUDI KASUS PADA NASABAH PRIORITAS BANK-BANK BUMN DI BANJARMASIN).

JWM (Jurnal Wawasan Manajemen) ◽

10.20527/jwm.v6i1.160 ◽

2019 ◽

Vol 6 (1) ◽

pp. 61

Author(s):

Kristin Meilisa ◽

Marijati Sangen

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Relationship Marketing ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Customer Expectations ◽

Independent Variable ◽

Marketing Variables ◽

Public Banks

This study aims to identify and analyze the influence of relationship marketing in the form of understanding customer expectations, building service partnership and trust simultaneously and partially to customer satisfaction on choosing banking products, a case study of priority customers on public Banks in Banjarmasin. The study was conducted by using multiple linear regression analysis to find the influence of the independent variable (X) to the dependent variable (Y), simultaneously and partially. The results showed that simultaneously relationship marketing variables significantly influenced customer. Partially, understanding customer expectations has no significant effects to customer satisfaction. Building service partnership and trust significanly influence customer satisfaction and trust is a dominant variable in achieving customer satisfaction. Public Bank in Banjarmasin should be able to increase trust its customers with all efforts.

Download Full-text

Precaution, Prediction, Proof, and Policy Assessment

NEW SOLUTIONS A Journal of Environmental and Occupational Health Policy ◽

10.2190/6njb-gl0c-kxy2-7xxu ◽

2002 ◽

Vol 12 (3) ◽

pp. 281-296 ◽

Cited By ~ 2

Author(s):

Stephen Dovers

Keyword(s):

Sustainable Development ◽

Policy Change ◽

Policy Goals ◽

The Status ◽

National Competition ◽

Policy Systems ◽

Ecologically Sustainable ◽

Near Future

The challenge of sustainable development—the ultimate goal of precaution—demands that we shift our focus away from individual environmental problems and toward long-term integration of environmental, social, and economic policy. It also elevates protection of ecosystem processes and biodiversity to the status of significant policy goals. In this article, the author argues for a new use of the precautionary principle, as a means to assess broad policy decisions to target indirect or systemic rather than direct threats to sustainability. He draws on a case study of two Australian policies: the National Strategy for Ecologically Sustainable Development (ESD), and the National Competition Policy (NCP). While the proposals are ambitious and may not be achievable in the near future, nonetheless, it is in the nature of institutional and policy systems that it is difficult to predict when opportunities for policy change will arise. It is crucial to develop and articulate strategies now, to be promoted during brief windows of opportunity for policy change.

Download Full-text

The influence of customer expectations, customer loyalty, customer satisfaction and customer brand loyalty on customer purchasing intentions: A case study of K-POP fans in Thailand

AFRICAN JOURNAL OF BUSINESS MANAGEMENT ◽

10.5897/ajbm2021.9321 ◽

2022 ◽

Vol 16 (1) ◽

pp. 1-9

Author(s):

Suvittawat Adisak

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Brand Loyalty ◽

Customer Expectations

Download Full-text

Education for sustainable development: an exploratory study in a Portuguese University

International Journal of Sustainability in Higher Education ◽

10.1108/ijshe-05-2016-0082 ◽

2017 ◽

Vol 18 (6) ◽

pp. 956-970 ◽

Cited By ~ 4

Author(s):

Ricardo Torres ◽

Rui Marques Vieira ◽

Ana V. Rodrigues ◽

Patrícia Sá ◽

Gillian Moreira

Keyword(s):

Sustainable Development ◽

Education For Sustainable Development ◽

Educational Programme ◽

Pedagogical Practices ◽

Teaching Staff ◽

Analysis Tool ◽

Educational Approach ◽

Content Type ◽

Near Future

Purpose The research aims to evaluate whether this educational approach is being implemented in a Portuguese public university and looking for explicit references to education for sustainable development (ESD) in the online descriptions of course units (CU). Design/methodology/approach The research design adopted for this qualitative research follows the principles of a case study with exploratory, multiple and collective features. Findings It was possible to find direct matches with key ESD expressions in fifteen of CU. In addition, nine CU were identified in the second stage of analysis of the teacher training master programmes. Research limitations/implications One of the limitations of this study which the authors identified, and which was responsible for considerably reducing the probability of finding matches, was that only results in which the key expressions appeared in the description of the CU in exactly the same form as in the research instrument were recorded. Practical implications The need for an educational programme for teachers to be developed and implemented in the near future. Social implications A training workshop will be proposed with the main aim of supporting teaching staff in making the necessary shift in their pedagogical practices to include a ESD orientation in their CU. Originality/value The instrument eveloped that appears in Appendix - Analysis Tool with key ESD expressions.

Download Full-text

Environmental Sustainability of Creative Economy: Evidence from a Lithuanian Case Study

Sustainability ◽

10.3390/su13179730 ◽

2021 ◽

Vol 13 (17) ◽

pp. 9730

Author(s):

Tomas Kačerauskas ◽

Dalia Streimikiene ◽

Rasa Bartkute

Keyword(s):

Sustainable Development ◽

Environmental Sustainability ◽

Environmental Safety ◽

Creative Economy ◽

Music Festivals ◽

Music Festival ◽

Environmentally Sustainable ◽

Sustainability Criteria ◽

Near Future

The objective of the undertaken study is to investigate the sustainability of creative economy and present a case study providing the main findings on the linkages between creative economy and sustainable development. The in-depth literature review of the creative economy and sustainable development offered the main insights in the development of the case study hypotheses. A case study on the biggest music festival that was organised in Lithuania is provided. The findings confirm that creative economy can be environmentally sustainable, and the customers identified their clear preferences for sustainability criteria in music festivals; however, not all these preferences are properly addressed by the organisers of cultural events, as it was revealed by this case study. The results of a quantitative study show that the festival participants are increasingly expressing the need for sustainable music festivals, but organisers have not yet taken the necessary actions to address this need. It is likely that, in the near future, the festival organisers in Lithuania will have to start applying various sustainability criteria during the festivals in order to attract more visitors and generate more income from such events as well to ensure environmental safety. The practical implications of conducted study are equally important for all stakeholders, such as the community, policymakers, companies, and regulatory agencies that are concerned with the implementation of sustainable development practices.

Download Full-text

Development of Agroindustry Based Tourism: Tea Industry Case Study

KnE Life Sciences ◽

10.18502/kls.v3i3.406 ◽

2016 ◽

Vol 3 (3) ◽

pp. 88

Author(s):

Didik Purwadi

Keyword(s):

Sustainable Development ◽

Deep Understanding ◽

External Factors ◽

Tea Industry ◽

Potential Sources ◽

Natural Resource Development ◽

Corporate Social ◽

Internal And External Factors ◽

Near Future

Tourism is one of the needs of human being. Agroindustry is one of the potential sources for tourism now and the near future. The objectives of this research are: (1) identify the factors which influence to the development of agroindustry based toursm, (2) analysis internal and external factors of the system of agroindustry based tourism.Agroindustry which has plantation, harvesting and processing tends to be developed by companies in order to spread out the mission of company, and also give deep understanding to customer and it also as a corporate social responsibility. Company’s management, farmers, workers, customers, and government are the actors of agroindustry based tourism. They have their needs and their roles for agroindustry tourism. This research can contribute to the development of ecotourism as well as sustainable natural resource development.Keywords: agroindustry, tourism, sustainable development.

Download Full-text

Integrated Quantitative Analysis of Customer Satisfaction Based on Kano's Model

Applied Mechanics and Materials ◽

10.4028/www.scientific.net/amm.224.358 ◽

2012 ◽

Vol 224 ◽

pp. 358-361

Author(s):

Zhi Jun Fan ◽

Zhao Liang Jiang

Keyword(s):

Quantitative Analysis ◽

Customer Satisfaction ◽

Product Configuration ◽

Customer Requirements ◽

Kano’S Model ◽

Group Satisfaction

The satisfaction of customer requirements (CRs) is the objective of product configuration. A methodology Based on the Kano's model was proposed to explore customers' stated needs and unstated desires and to resolve them into different categories which have different impacts on customer satisfactions (CSs). The customer satisfactions are classified into group satisfaction and individual satisfaction, and each of them has three types with Kano theory. Group requirements items were selected frequently by the same kind of customers. Individual requirements were specified by the customer himself. Based on a combination of group satisfactions and individual satisfactions, the integrated satisfaction was determined. A case study is provided to illustrate the effectiveness of the presented method.

Download Full-text

Production of the organic cocoa in the amazon: a case study of the amazon organic products cooperative – COPOAM

REBRAE - Revista Brasileira de Estrategia ◽

10.7213/rebrae.09.003.ao09 ◽

2017 ◽

Vol 9 (3) ◽

Author(s):

Magda Vronski ◽

Silvia Maia Olimpio

Keyword(s):

Sustainable Development ◽

Natural Resources ◽

Local Development ◽

Participatory Management ◽

Market Expansion ◽

Descriptive Research ◽

Organic Products ◽

Agricultural Families

This article aims to show the results and discussions of the exploratory descriptive research carried out by the Cooperative of Organic Products of the Amazon (COPOAM), which is composed of cocoa producers part of agricultural families cooperative located in the Transamazon Highway region, state of Pará. The main purpose of this research is to illustrate the producer’s strategies towards production and marketing of organic products. This work also demonstrates the cooperative's market expansion based on its formalized contracts and sustainable development practices, which can stimulate initiatives that promote the good use of natural resources in the Amazon, as well as participatory management of the territory. Such actions contribute to local development in a needy and anthropized region.

Download Full-text

Analisis Kualitas Layanan kepada Konsumen di Nocturnal Coffee Bali dengan menggunakan Metode Model Kano

JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI ◽

10.24843/jrma.2020.v08.i04.p08 ◽

2020 ◽

Vol 8 (4) ◽

pp. 551

Author(s):

Indah Surya ◽

A. A. P. Agung Suryawan Wiranatha ◽

I Wayan Gede Sedana Yoga

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Level Of Service ◽

Actual Performance ◽

One Dimensional ◽

Customer Expectations ◽

Know How ◽

The One

Nocturnal Coffee Bali is one of the actors in the culinary business that can maintain the quality of service to customer satisfaction so that the unterests customers do not decrease. The purpose of this study was measurement the level of customer satisfaction from the result of the actual performance gap attribute with customer expectations so that it will be know how much the level of service satisfaction has been provided to customers and provide solutions for improvement. Service Quality and the Kano method were the methods used in this study. The result was obtained in this study were in Kano for the Must-be category on the attribute "Adequate parking space" with a gap score of -1.84. In the One-dimensional category on the attribute "Patience and calmness of employees in serving customers" with a gap score of -0.44. For the Attractive category on the attribute "Employees are willing to help consumers if needed" with a gap score of -0.44. Keywords : Quality of service, customer satisfaction, service quality, kano method.

Download Full-text