scholarly journals Exploring the Determinants of Customer Satisfaction in Pakistan Automotive Industry

2021 ◽  
Vol 2 (1) ◽  
pp. 10-19
Author(s):  
Ahmer Muslim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Share ◽  
Automotive Industry ◽  
Quality Measures ◽  
Brand Awareness ◽  
Service Offering ◽  
Business Customers ◽  
Satisfaction Model ◽  
Awareness Service

Customer satisfaction is a measure of how happy the customer is with the product or service offering of a business. Customers could be highly satisfied, satisfied, neutral, angry, or very angry. Similarly, service quality measures how best the service is meeting the customer’s expectations. The customer satisfaction element is new to Pakistan automotive industry. The industry is still depending on selling cheap, low-quality products to the customer in order to increase market share. The purpose of this research is to create a customer satisfaction model for the automotive industry in Pakistan. The result at the end suggested that price, brand awareness, service quality, and Flexibility are the determinants of customer satisfaction for this industry. This research will open the way to expand the growth of industries and allow new competitors to enter the market with quality products.

scholarly journals BRAND AWARENESS DAN SERVICE QUALITY TERHADAP PURCHASE INTENTION VNVLEATHERGOODS

PERFORMA ◽  
2021 ◽  
Vol 4 (1) ◽  
pp. 11-20
Author(s):  
Performa Performa
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Brand Awareness ◽  
Awareness Service

Perkembangan industri fesyen terus berkembang. Hal ini kemudian menciptakan peluang usaha untuk dapat menghasilkan produk fesyen, salah satunya adalah produk strep tas VnVleatheergoods. Penelitian ini bertujuan untuk mengetahui pengaruh brand awareness dan service quality terhadap purchase intention VnVleathergoods. Hasil survey awal yang telah didapatkan mengatakan bahwa brand awareness dan service quality menjadi faktor utama yang dipertimbangkan calon konsumen terkait  purchase intention VnVleatherogods. Populasi dalam penelitian ini adalah calon konsumen yang ingin melakukan pembelian dengan sampel sebanyak 100 orang.Variabel yang diteliti dalam penelitian ini adalah brand awareness (X1), service quality(X2) dan purchase intention (Y).Data dikumpulkan menggunakan kuesioner dan diolah menggunakan SPSS .Metode analisis yang digunakan dalam penelitian ini adalah model Analisis Regresi Linear Berganda. Hasil penelitian menunjukan adanya pengaruh signifikan brand awareness dan service qualityterhadappurchase intention VnVleathergoods.   Kata kunci : brand awareness, service quality, purchase intention

scholarly journals Construction and Application of Customer Satisfaction Model with theService Quality of Last-Mile Delivery in Rural Areas

2021 ◽  
Vol 18 ◽  
pp. 703-711
Author(s):  
Yuh‐Jen Cho ◽  
Lin Xue ◽  
Shu-Rong Huang ◽  
Zhe-Peng Yang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Rural Areas ◽  
Local Governments ◽  
Entropy Weight ◽  
Index Model ◽  
Last Mile ◽  
Last Mile Delivery ◽  
Satisfaction Model

The backward last-mile delivery infrastructures, the greater difficulties in last-mile delivery due to the scattered residences of rural customers and the lack of logistics professionals in rural areas have emerged as the important factors hindering the improvement of the service quality of last-mile delivery in rural areas. This study combines the classic satisfaction index model and transformation of the SERVQUAL standard scale to draw up the connotations and observation variables of customer expectations, quality perception, perceived value, customer satisfaction, customer complaints and customer loyalty with the service quality of last-mile delivery in rural areas, and takes 460 permanent residents in rural areas as the research objects, then constructs and tests the customer satisfaction model of the service quality of last-mile delivery in rural areas, and deeply analyzes the relationship between customer satisfaction and its influencing factors; by constructing a twodimensional combination potential of entropy weight-satisfaction average value, the in-depth application of the model is discussed, and at the same time, it provides policy suggestions for local governments, logistics companies and other entities to improve the customer satisfaction with the service quality of last-mile delivery in rural areas

scholarly journals Brand Loyalty Model in Balinese Village as an Art and Cultural Tourism Destination in National Rural Areas, Case Study on Wanagiri Kauh Village, Tabanan

2020 ◽  
Vol 6 (2) ◽  
pp. 119
Author(s):  
I Made Bayu Wisnawa ◽  
Putu Agus Prayogi ◽  
I Ketut Sutapa
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Qualitative Methods ◽  
Brand Loyalty ◽  
Brand Image ◽  
Cultural Tourism ◽  
Brand Awareness ◽  
Potential Development ◽  
Tourism Potential ◽  
The Village

The village is an Indonesian wealth that has the potential to be developed in the tourism sector in realizing prosperity for all Indonesian people. However, there are still many resources in the village that are not well managed. This study aims to: i) identify tourism potential, ii) formulate strategies based on strengths, weaknesses, opportunities and threats, iii) formulate a brand loyalty model in Wanagiri Kauh Tabanan Bali Village in developing tourism as a village in the national rural area, iv) compile a village potential development plan towards rural tourism. The method used is quantitative and qualitative methods. The quantitative method uses Structural Equation Modeling to form a brand loyalty model with antecedents of Brand Image, Brand Awareness, Service Quality, and Customer Satisfaction. The number of samples is 200 tourists who have visited. Meanwhile, the qualitative methods used include SWOT, and in-depth interviews. The results showed that Wanagiri Kauh Village: i) has natural and cultural tourism potential, ii) tourism potential development strategy by presenting uniqueness as the basis for development, iii) brand loyalty model is largely determined by customer satisfaction, brand awareness, service quality and brand image, iv) development planning by managing all resources through the management function by involving the tourism stakeholder Penta helix.

scholarly journals Mengukur pengaruh kualitas layanan model CARTER terhadap kepuasan nasabah perbankan syariah Indonesia

2019 ◽  
Vol 6 (2) ◽  
Author(s):  
Abu Amar Fauzi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Share ◽  
Structural Equation ◽  
Banking System ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Business Units ◽  
Conventional Banks

Sharia banking in Indonesia continues to grow from year to year and there are currently 12 sharia commercial banks and 22 sharia business units of conventional banks. However, the market share of sharia banking is still less than 5% of the market share of conventional banking. This phenomenon proves that the existence of sharia banking on a dual banking system that runs in Indonesia is still a shadow of conventional banking. By using a CARTER model consisting of the dimensions of compliance, assurance, reliability, tangible, empathy, and responsiveness, this research is directed to explore the perception of customers to service quality dan its influence on customer satisfaction of sharia banking in Indonesia. Structural Equation Model (SEM) based on nonlinear regression techniques partial least square (PLS) on WarpPLS 5.0 is used to analyze the data obtained from a survey of 97 customers of Bank Muamalat Indonesia in Surabaya. These results indicate that the service quality of sharia bank has a significant relationship with customer satisfaction. Empathy has the most powerful influence on customer satisfaction of sharia bank. Yet, compliance becomes the lowest dimension of service quality that affects customer satisfaction in Indonesia sharia banks.

scholarly journals Impact of Brand Awareness and Customer Satisfaction Towards Services of Jan Aushadhi Medicalstores

2019 ◽  
Vol 8 (2S4) ◽  
pp. 546-551
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Generic Medicine ◽  
Marketing Strategies ◽  
Brand Awareness ◽  
Knowledge Level ◽  
The Government

This study focused on ‘Jan Aushadhi Scheme’ launched by the government of India. It is the need of the hour to understand the knowledge level of the consumer about generic medicine to promote the product and services across the various region in India. The purpose of the study is to identify the service of the stores by way of assessing service quality, brand awareness and customer satisfaction to offer suitable marketing strategies to the Jan Aushadi Medical Stores.

scholarly journals Customer Satisfaction Towards Service Quality: A Study of Malindo Air

2020 ◽  
Vol 3 (3) ◽  
pp. 40-51
Author(s):  
Nabilah Maisarah ◽  
Daisy Mui Hung Kee ◽  
Nurul Syakirah ◽  
Mohd Azri Hanif ◽  
Arti Bella ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Aviation Industry ◽  
Business Customers

In any business, customers are the main sources that contribute to revenue and keep the business going on, year by year passes. People may think that the aviation industry is one of the highest costs in transportation, but if compared to the services and benefits offered, it should be considered as worth money paid. The discussion throughout the paper focuses on passengers’ satisfaction with the service quality provided by Malindo Air. To collect the data on customer satisfaction, a survey on Malindo Air was conducted. The results of the findings demonstrated that service quality is critical to maintaining the passengers' satisfaction.

Effect of Service Quality on Customer Satisfaction Through Brand Experience and Brand Awareness in Postal and Delivery Services

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Vigory Gloriman Manalu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Management ◽  
Brand Awareness ◽  
Brand Experience ◽  
Digital World ◽  
New Knowledge ◽  
The World ◽  
Delivery Services

At present, E-Commerce in Indonesia is increasing very fast compared to buying and selling activities in the digital world. It is noted that there are numbers of e-commerce that are growing rapidly in Indonesia, namely Lazada, Tokopedia, Shopee, BukaLapak and many others. With the development of e-commerce, the businessmen must be able to send their messages to customers well. There are several postal and delivery services companies in Indonesia, namely JNE, JnT, Pos Indonesia, Tiki and others. The purpose of conducting this research is to be able to provide input to the parties engaged in the field of postal and delivery services in order to find out what can affect customer satisfaction and increase its influence. Besides that this research also helps to provide new knowledge to the world of academics in the field of marketing management.

scholarly journals Measurement of Corporate Satisfaction Model in Internship Programme

2019 ◽  
Vol 3 (1) ◽  
pp. 51
Author(s):  
Noneng Nurjanah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Services Quality ◽  
Model Testing ◽  
Partial Least Square ◽  
Least Square ◽  
Research Model ◽  
Satisfaction Model

Customer satisfaction is considered as an important factor for determining customer loyalty. Responding to this, the present research has the aims to develop a model which describes the factors that affect costumer satisfaction of services quality which performed by students in an internship programme, especially at D-III Logistic Administration Programme of Polytechnic Pos Indonesia and to identify the influence of service quality toward the image of Polytechnic Pos Indonesia. Method of collecting data was done through distributing questionnaires to 99 respondents. Research model testing was conducted using the approach of partial least Square (PLS). The result of this research shows that service quality construct significantly influenced both of customer satisfaction and image of Polytechnic Pos Indonesia. While, image of Polytechnic Pos Indonesia is not significantly influenced by customer satisfaction. Keywords: customer satisfaction, image, internship programme, service quality.

scholarly journals Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model

2019 ◽  
Vol 16 (21) ◽  
pp. 4091 ◽  
Author(s):  
Mu-Chen Chen ◽  
Chia-Lin Hsu ◽  
Li-Hung Lee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Value Added ◽  
Marketing Channel ◽  
Quality Attributes ◽  
Medical Industry ◽  
Kano Model ◽  
Customer Attitudes ◽  
Satisfaction Model

The implementation of National Health Insurance in Taiwan has affected the medical industry by significantly depleting the supply chain’s profits. Service providers in the medical industry must meet the dual-service expectation of serving as medical manufacturers with upper reaches and as suppliers in the downstream marketing channel. As a result, service providers must anticipate customer requirements, offer new service items that align with customer demands and improve the quality of existing services. This study aims to examine consumer perspectives about service satisfaction in the domestic medical industry using Kano’s two-dimensional model. In addition, it employs the importance-satisfaction model to determine service items that need improvement. The empirical findings show that consumer perceptions about service quality attributes vary and thus, service items may be categorized differently in Kano’s model. Further, the reliability of service quality significantly affects customer satisfaction. Thus, service providers can gain a competitive edge and maintain their market position by offering high value added and critical quality attributes. Finally, analyzing customer attitudes toward new service items for indifference quality will help service providers determine effective tactics in a competitive market. In general, service providers should assign higher priority to items that customers consider in need of improvement.

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