scholarly journals Applying Importance–Satisfaction Model to Evaluate Customer Satisfaction: An Empirical Study of Foodpanda

2021 ◽  
Vol 13 (19) ◽  
pp. 10985
Author(s):  
Yi-Yuan Liu ◽  
Shun-Hsing Chen ◽  
Jia-Xuan Zhang
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Mobile Devices ◽  
Service Provider ◽  
User Satisfaction ◽  
Integrated Services ◽  
Food Delivery ◽  
Mobile Platforms ◽  
S Model ◽  
Satisfaction Model

Because of improving mobile platforms and faster 4G speed, the annual growth of mobile devices has exceeded 50%, and many catering enterprises have integrated services to make ordering and delivery more convenient for smartphone users. Thus, user satisfaction with new online food-delivery platforms and services needs to be explored and evaluated. Using an Importance–Satisfaction Model (I–S Model), this study applied 12 service elements obtained from previous studies and an in-depth discussion of experts and scholars to evaluate user satisfaction towards Foodpanda, the first online food delivery service provider in Taiwan. Questionnaires were distributed from June to July 2020 and 256 samples were collected. This study found that eight items fell within the “Excellent Area”, one within the “Improvement Area” and three within the “Careless Area”.

scholarly journals Satisfaction Survey of WeChat Mini Program Based on CCSI Model

2020 ◽  
Vol 1 (1) ◽  
pp. 1-29
Author(s):  
Quan-Cheng Wu ◽  
Rong-Fong Chang
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Status Quo ◽  
Survey Method ◽  
Satisfaction Survey ◽  
Literature Analysis ◽  
Analysis Method ◽  
Survey Analysis ◽  
Foreign Countries ◽  
Satisfaction Model

At present, WeChat’s Mini Program focuses on commercialization and new retail sales in China, but there is no related research in foreign countries. The research on customer satisfaction is blank. This paper adopts the literature analysis method and questionnaire survey method in the research method. Based on the user of WeChat’s Mini Program, the related theory of user satisfaction and the Chinese Customer Satisfaction Model (CCSI) are applied. Background and status quo of WeChat’s Mini Program development are analyzed first along with the user satisfaction survey analysis and SPSS 24.0 software to analyze and validate the collected data. Differences among the analysis dimensions of user satisfaction of WeChat’s Mini Program are found to modify the model, and suggestions are proposed thereafter.

scholarly journals Customer Satisfaction and Loyalty for Online Food Services Provider in Jharkhand state -An Empirical Study

2022 ◽  
Vol 13 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Provider ◽  
Food Service ◽  
Food Services ◽  
Technological Changes ◽  
Food Sector ◽  
Restricted Movement ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

In the food sector, customer have been voting by their feet since ages. However, due to the technological changes clubbed with present COVID-19 pandemic, the trend has changed rapidly. Customers are confined to their home and technology has emerged as the only saviour. Increase in the number of downloads of food ordering app is an indication of both popularity of this app and helplessness of the present age customer. With restricted movement, they have these apps to either get the food delivered at their doorstep or take away with pre-orders. Hence, it becomes imperative for the app designer and food service provider to brainstorm and develop an app which can focus on the customer ease rather than forcing their design and interface to the customer. In this backdrop, the present study is a novel attempt which primarily focuses on the relationship between app quality and customer satisfaction.

Adoption of Mobile Commerce

2013 ◽  
Vol 5 (1) ◽  
pp. 26-50 ◽  
Author(s):  
Morteza Ghobakhloo ◽  
Tang S.H. ◽  
Norzima Zulkifli
Keyword(s):  
Information System ◽  
Empirical Study ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
User Satisfaction ◽  
Mobile Commerce ◽  
Theoretical Development ◽  
Relative Importance ◽  
Acceptance Model ◽  
Satisfaction Model

Although voluntary individual usage behavior of information system and technology is well studied in the literature, further theoretical development is needed to account for the specific characteristics of the mobile commerce. This study presents an extended technology acceptance and satisfaction model presented by Wixom and Todd (2005) that integrates technology acceptance and technology satisfaction into unified model to investigate what determines user mobile commerce acceptance and usage. The contributions of this paper are to extend and adapt the user satisfaction and technology acceptance model in an empirical study of 503 mobile commerce users, shedding light on the significance and relative importance of specific acceptance and satisfaction factors. This study validates the user satisfaction and technology acceptance model in business to customer mobile commerce context. The implication of this study to both researchers and practitioners is discussed.

THE EFFECT OF LOCATION AND FACILITIES SERVICES USER SATISFACTION CONTAINER LOADING AND UNLOADING IN PORT OF INDONESIA IV (Persero) BRANCH MERAUKE

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Tarsisius Kana
Keyword(s):  
Customer Satisfaction ◽  
Significant Relationship ◽  
User Satisfaction ◽  
Service User ◽  
Hypothesis Test ◽  
Positive Influence ◽  
Coefficient Of Determination ◽  
Service Users ◽  
Significance Level ◽  
Loading And Unloading

The Influence of Location and Facilities Against Satisfaction of Container Unloading Service User at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.This study aims to determine how much influence the location and facilities to the satisfaction of service users. Locations have indicators: access, visibility, traffic and facilities have indicators: organizational characteristics and objectives, land availability and space and space requirements, flexibility, aesthetic factors, communities and the environment, construction and operation costs while service user satisfaction has indicators: customer satisfaction , dimensions of customer satisfaction, confirmation of expectations, repurchase interest, willingness to recommend, customer dissatisfaction.The method used in this research is quantitative method by using the technique of processing descriptive data, data collecting technique with interviews, questionnaires and literature study. Sampling technique used incidental sampling. The measurement using likert scale and processed using SPSS version 23 program to calculate the validity and reliability test, calculate hypothesis test that is t test, f test and coefficient of determination. The result of research shows that location and facility variables together have a positive influence on service user satisfaction at PT Pelabuhan Indonesia IV (Persero) Merauke Branch. This can be proven from the result of F count 39.984> 3.11 with significance level 0.000 ≤ 0.05, then Ho is rejected Ha accepted. Itcan be concluded there is a positive and significant relationship between location and facility to the satisfaction of service users of loading and unloading of containers at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.The result of research shows that location and facility variables together have a positive influence on service user satisfaction at PT Pelabuhan Indonesia IV (Persero) Merauke Branch. This can be proven from the result of F count 39.984> 3.11 with significance level 0.000 ≤ 0.05, then Ho is rejected Ha accepted. It can be concluded there is a positive and significant relationship between location and facility to the satisfaction of service users of loading and unloading of containers at PT Pelabuhan Indonesia IV (Persero) Merauke Branch.

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

Examination of customer-centric measures among different types of customers in the context of major Canadian ski resort

2018 ◽  
Vol 30 (2) ◽  
pp. 438-459
Author(s):  
Matti J. Haverila ◽  
Kai Christian Haverila
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
A Priori ◽  
Equation Modeling ◽  
Marketing Practice ◽  
Content Type ◽  
Ski Resort ◽  
Different Types ◽  
Managerial Implications ◽  
Satisfaction Model

Purpose Customer-centric measures such as customer satisfaction and repurchase intent are important indicators of performance. The purpose of this paper is to examine what is the strength and significance of the path coefficients in a customer satisfaction model consisting of various customer-centric measures for different types of ski resort customer (i.e. day, weekend and ski holiday visitors as well as season pass holders) in a ski resort in Canada. Design/methodology/approach The results were analyzed using the partial least squares structural equation modeling approach for the four different types ski resort visitors. Findings There appeared to differences in the strength and significance in the customer satisfaction model relationships for the four types of ski resort visitors indicating that the a priori managerial classification of the ski resort visitors is warranted. Originality/value The research pinpoints differences in the strength and significance in the relationships between customer-centric measures for four different types ski resort visitors, i.e. day, weekend and ski holiday visitors as well as season pass holders, which have significant managerial implications for the marketing practice of the ski resort.

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