scholarly journals Consumer-Complainant’s Contentment with Reference to Performance of Consumer Dispute Redressal Machinery

2019 ◽  
Vol 8 (2S7) ◽  
pp. 381-385
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Consumer Protection ◽  
Interactional Justice ◽  
Third Party ◽  
Satisfaction Level ◽  
Digital World ◽  
Consumer Protection Act ◽  
Factors Influencing ◽  
Analysis Technique

Recognizing the significance of customer retention and creation, customer centric firms are continuously and systematically measuring customer satisfaction in terms of how well their customers are being treated and what are the factors influencing customer satisfaction level. Even when conscious efforts are being made by the business to keep its customers satisfied, there may be an instance where a consumer instead of getting his/her grievance resolved with the vendor / service provider approaches the consumer forum i.e. third party for resolution of grievance. An important question that arises in such scenario is that whether such aggrieved persons are satisfied with the offering of the forum or not. Moreover, in today’s dynamic and digital world, third party complaints are on continuous rise. The present study focuses on identifying various factors which influence the satisfaction level of consumer complainants. Through well designed questionnaire, involving likert scale statements related to distributive, procedural and interactional justice, responses have been collected from 300 respondents from the district of Ludhiana from the State of Punjab. Analysis of responses, using factor analysis technique, has enabled the identification of factors such as convenience and cost, behavioural aspect and credentials of the personnel working with consumer dispute redressal forums, established under Consumer Protection Act 1986

scholarly journals ANALISIS FAKTOR BAURAN PEMASARAN YANG MEMPENGARUHI KEPUASAN NASABAH SEHINGGA TERCIPTA WORD OF MOUTH POSITIF DI PT. BANK MUAMALAT INDONESIA, TBK CABANG MEDAN

INFERENSI ◽  
2013 ◽  
Vol 7 (1) ◽  
pp. 143
Author(s):  
Suryani Suryani
Keyword(s):  
Factor Analysis ◽  
Discriminant Analysis ◽  
Customer Satisfaction ◽  
Canonical Correlation ◽  
Word Of Mouth ◽  
Positive Word ◽  
Branch Number ◽  
Analysis Technique ◽  
Positive Word Of Mouth ◽  
Product Promotion

This study attempts to determine the effect of customer satisfaction in the context of the marketing mixof positive word of mouth customers of PT. Bank Muamalat Indonesia, Tbk Medan Branch. Number of questionnaires was collected as many as 50 questionnaires respondent. Analysis technique used was factor analysis followed by discriminant analysis with program of SPSS version 17.0. Based on factor analysis, it is known that one factor called location was proved to be inaccurate (correlation value <0.5) so that it is excluded from the model. Canonical correlation is obtained for 0.593 with a significance of 0.003. It can be concluded that 35.20% of the variation of positive word of mouth can be explained by the variable of discriminant Product, Promotion, Price, People, Physics and Process.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PADA JASA TRANSPORTASI PERUSAHAAN OTOBUS BUDIMAN JURUSAN TASIKMALAYA-CIKARANG

2021 ◽  
Vol 6 (2) ◽  
pp. 16-27
Author(s):  
Rismawati ◽  
Ina Ratnasari
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Travel Time ◽  
Safety Factor ◽  
Public Transportation ◽  
Travel Cost ◽  
Time Factor ◽  
Transportation Services ◽  
Cost Factor ◽  
Analysis Technique

Tujuan dari penelitian  ini adalah untuk menguji dan menganalisis faktor-faktor apa saja yang mempengaruhi kepuasan pelanggan pada jasa transportasi perusahaan otobus budiman jurusan tasikmalaya-cikarang.  Faktor-faktor yang akan dianalisis dalam penelitian ini adalah faktor biaya perjalanan, faktor waktu perjalanan, faktor waktu tunggu, faktor aksesibilitas, faktor kesesuaian, faktor keamanan/keselamatan.  Hasil penelitian yang diperoleh dari uji analisis faktor menunjukkan bahwa diperoleh 3 faktor yang berpengaruh paling dominan terhadap kepuasan pelanggan dalam memilih angkutan jasa transportasi umum bus budiman jurusan tasikmalaya-cikarang.  faktor-faktor tersebut adalah : faktor biaya perjalanan 36,59%, faktor waktu perjalanan 12,86%, faktor keamanan/keselamatan 7,422%. Faktor yang paling dominan mempengaruhi kepuasan pelanggan adalah faktor biaya perjalanan, faktor waktu perjalanan dan faktor keamanan/keselamatan.  sedangkan sisanya dipengaruhi oleh faktor lain yang tidak diteliti. Kata Kunci : Analisis Faktor, Jasa Transportasi Umum, kepuasan Pelanggan.   The purpose of this study is to examine and analyze the factors that affect customer satisfaction in the transportation services of the Budiman bus company, majoring in Tasikmalaya-Cikarang.  The factors that will be analyzed in this study are the travel cost factor, the travel time factor, the waiting time factor, the accessibility factor, the suitability factor, the security/safety factor. The data were obtained from distributing questionnaires to 277 respondents who used the Budiman bus majoring in Tasikmalaya-Cikarang. The data analysis technique used is the scale range technique and the factor analysis technique.  The results of the research obtained from the factor analysis test showed that there were 3 factors that had the most dominant influence on customer satisfaction in choosing public transportation services, the Budiman bus majoring in Tasikmalaya-Cikarang. These factors are: travel cost factor 36.59%, travel time factor 12.86%, security/safety factor 7.422%. The most dominant factors affecting customer satisfaction are travel costs, travel time factors and security/safety factors. while the rest is influenced by other factors not examined. Keywords: Factor Analysis, Public Transportation Services, Customer Satisfaction  

scholarly journals Perlindungan Hukum bagi Konsumen atas Pencantuman Klausula Eksoner dalam Bisnis Pinjam-Meminjam Uang Berbasis Teknologi Informasi di Indonesia

2020 ◽  
Vol 5 (2) ◽  
pp. 202
Author(s):  
Intan Ayu Yulia Rahmawati ◽  
Yuliati Yuliati ◽  
Budi Santoso
Keyword(s):  
Consumer Protection ◽  
Financial Services ◽  
Peer To Peer ◽  
District Court ◽  
Legal Norms ◽  
Consumer Protection Act ◽  
Electronic Transactions ◽  
Analysis Technique ◽  
Peer Lending ◽  
Financial Technology

The purpose of this study is to analyze the legal basis for consumer protection and forms of consumer protection for the inclusion of exoneration clauses in financial technology peer to peer lending. This paper uses normative juridical methods for reviewing and analyzing the application of rules, regulations, and positive legal norms contained in the legislation. The analysis technique uses analytical prescriptive. The results of the study show that there are currently three regulations relating to consumer protection of Financial Technology Peer to Peer Lending in Indonesia, i.e. the Consumer Protection Act, Financial Services Authority Regulation Number 77/ POJK.01/2016 concerning Financial Technology Peer to Peer Lending, and the Law Number 11 of 2008 concerning Information and Electronic Transactions. The form of consumer protection for consumers over financial technology peer to peer lending with addition of clause exoneration is to impose sanctions on the organizer in the form of warning letters, fines, restrictions on business activities, and revocation of licenses granted by the Financial Services Authority. If through giving sanctions the consumer still feels disadvantaged, the consumer can resolve the problem through the District Court or outside the court by the Consumer Dispute Resolution Board.

scholarly journals ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE QUALITY AT SAIGON - HANOI COMMERCIAL JOINT STOCK BANK (SHB)

2021 ◽  
Vol 1 (42) ◽  
pp. 8-19
Author(s):  
Hieu Minh Tran ◽  
Anh Hoang Nguyen
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Reliability Test ◽  
Satisfaction Level ◽  
Customer Evaluation ◽  
Alpha Reliability ◽  
The Relationship

This study applied the SERVQUAL scale of Parasuraman et al. and the scale of previous research models to measure the quality of Saigon - Hanoi Commercial Joint-Stock Bank. The study used Cronbach’s Alpha reliability test method and exploratory factor analysis (EFA) to verify and evaluate the scale conducted with a sample size of n = 215 respondents are customers who use the services of the bank. The research results serve as a basis for Saigon - Hanoi Commercial Joint-Stock Bank to know the factors of service quality that affect satisfaction, the relationship between service quality and satisfaction, level of customer evaluation of these factors, from which an appropriate strategy is carried out to improve customer satisfaction in the future.

scholarly journals Une étude des tenants et aboutissants des articles 271 et 272 de la Loi sur la protection du consommateur

2005 ◽  
Vol 26 (3) ◽  
pp. 763-786
Author(s):  
Claude-René Dumais
Keyword(s):  
Consumer Protection ◽  
Case Law ◽  
Civil Code ◽  
Third Party ◽  
Unjust Enrichment ◽  
Consumer Protection Act ◽  
The Law ◽  
Reduction Of Costs

The new Consumer's Protection Act came wholly into force on April 30, 1981 under the title of Chapter P 41.1 of the Q.R.S., replacing and clarifying the former Consumer's Protection Act enacted in 1974 as Chapter 74. The new Act goes so far as to change some century-old rules of the Civil Code, including the law of proof, all in favour of a better deal for the consumer. In almost every case of abuse or violation of any section of the Act, the consumer must simply prove that the merchant violated one or more of its sections in order that penalties of sections 271 and 272 apply. The types of applicable penalties depend on the offence : Did the businessman simply overlook what the Act considers a mere formality ? Then the contract is voidable where a defence of lack of interest lies. Did the businessman contravene what the Act considers a fundamental right of the consumer? The consumer has a choice of remedies : — execution of the obligation by a third party ; — reduction of costs ; — annulment or resolution of the contract, the whole with a possible demand of damages, real and exemplary. The article explains the differences between form and substance as accepted by statute or case law, and the solutions applied. The correlation with other parts of the Civil Code, untouched by the Consumer Protection Act, is also studied, both in matters of proof, intent, and possible unjust enrichment of the consumer.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Difficulties of the Financial Reform in the USA

2013 ◽  
pp. 147-158
Author(s):  
V. Kulakova
Keyword(s):  
Economic Policy ◽  
Consumer Protection ◽  
Financial Regulation ◽  
Financial Reform ◽  
Wall Street ◽  
Political Sciences ◽  
Consumer Protection Act ◽  
The Usa ◽  
Major Factors ◽  
International Financial Regulation

We study the reform of financial regulation initiated by the Dodd—Frank Wall Street Reform and Consumer Protection Act of 2010. Major factors impeding Obama’s financial and economic policy are explored, including institutional difficulties, party warfare, lobbyism, and systemic inconsistencies of international financial regulation. We also examine challenges that are being faced by economic and political sciences due to the changes in financial regulation and also assess the level of radicality of the financial reform.

THE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION

2020 ◽  
pp. 66-72
Author(s):  
Ari Dwi Astono ◽  
Widji Astuti ◽  
Harianto Respati
Keyword(s):  
Higher Education ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Higher Education Institutions ◽  
Direct Influence ◽  
Tertiary Institutions ◽  
Central Java ◽  
Analysis Technique

This study aims to analyze the effect of reputation, competence on customer loyalty with customer satisfaction as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer satisfaction variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.

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