Customer Satisfaction
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2021 ◽  
Yasutoshi Moteki

Abstract This study empirically investigated the major factors determining customer satisfaction with counter services in local government offices in Japan, comparing them with the results of similar surveys conducted by the author in 2020. This study considers visitors’ direct experience of counter services through an on-site survey conducted at a municipal government building, referring to (1) customer satisfaction research in various countries, especially the expectancy disconfirmation model; (2) the SERVQUAL model; and (3) subsequent methods that emphasise the customer’s direct experience. SERVQUAL, as the name suggests, is a five-group scale for evaluating service quality with respect to customer satisfaction. However, in actual organizational settings, five groups of questions may be burdensome to respondents and may reduce the collection rate. The author’s research involves conducting on-site surveys on customer satisfaction or service quality of the local government office using an original three-group questionnaire scale and tailoring the question items to a scale for Japanese local administration settings. The surveys comprise three categories of questions, referring to (1) customer satisfaction research in various countries, especially the expectancy disconfirmation model; (2) the SERVQUAL model; and (3) subsequent methods that emphasise the customer’s direct experience. A total of 1,000 questionnaires were distributed over four weekdays at the City Hall. As of September 27, 2021, there were 537 respondents (response rate: 53.7%). The regression analysis indicated that the independent variables of group C (service delivery) were most influential, followed by those of groups B (human-related factors) and A (office hardware) (adjusted R2 value: .58). Service delivery, human factors, and hardware aspects are important, in that order, to ensure customer satisfaction with the City Hall’s counter services. This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices. Focusing on the second principal component of the service delivery category (C), promptness and short waiting times do not necessarily affect customer satisfaction positively.

2021 ◽  
pp. 47-59
Mohammad Niaz Morshed

This study has taken the initiative for identifying the underlying factors that would facilitate Islamic banks in satisfying their customers better. The objective was to investigate the effects of SERVQUAL model on customer satisfaction among the Islamic banks in Bangladesh. A self-administered structured questionnaire was used to collect data from 211 customers of five major Islamic banks in Bangladesh using convenience sampling technique. The collected data were later analyzed through exploratory factor analysis. Structural equation modelling technique was performed to verify the model of the study and testing the hypotheses. The findings of the study revealed that reliability, tangibility and responsiveness were significant factors for customer satisfaction whereas assurance and empathy were found insignificant . This research opens the door for future researchers to contribute to this area of research through employing a larger sample and extending the current model through the incorporation of new variables. The study will be a meaningful addition to the literature of service quality and customer satisfaction, particularly in the setting of Islamic banks in Bangladesh.

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Deepika Sharma ◽  
Justin Paul ◽  
Sanjay Dhir ◽  
Rashi Taggar

PurposeThe ease and convenience of online shopping are shifting the customers to e-tailers. This has prompted offline retailers to re-examine behavioural patterns along with a reconfiguration for a responsive retail model. The paper investigates the influence of responsiveness on customer satisfaction, cross-buying behaviour, revisit intention and referral behaviour.Design/methodology/approachData were collected via a survey answered by 793 fashion customers from India, and for data analysis, partial least square structural equation modelling (PLS-SEM) was employed. Path analysis was used to determine the interrelationships amongst the constructs used in the study.FindingsThe standardized path coefficients depict competitive responsiveness as the highest contributor of retailers' responsiveness followed by service responsiveness, employee responsiveness and customer responsiveness. The findings suggest that customer satisfaction acts as the biggest contributor to referral behaviour followed by cross-buying behaviour and revisit intentions.Originality/valueThis study has made a substantial contribution to fashion apparel retailing. The findings revealed that responsive retailing influences the customers' post-purchase behaviour as they engage in more cross-buying, revisiting and referral behaviour. The retailers are encouraged to carefully monitor their preparedness to deliver a combination of sensory, emotional, cognitive and social experience to their customers.

2021 ◽  
Vol 5 (6) ◽  
pp. 643
Bonaventura Andhika W

Goods delivery services become the most profitable business opportunities. Facing the reality of the number of goods or services with diverse quality and consumer tastes are easy to change and there are several competitors in this field, resulting in a sharper level of competition. With the growing number of freight services competitors, each delivery service provider such as JNE, TIKI, and Pos Indonesia need to have a special strategy to improve customer satisfaction. This study aims to examine the service quality from each delivery service provider to customer satisfaction through IPA and QFD methods and SWOT analysis to establish the company's strategy in maintaining its position in the market is facing competitors. CSI results obtained for goods delivery services in Jakarta are in the category of quite satisfied but have not reached the maximum satisfaction point. Using the IPA method, researchers found that Pos Indonesia delivery service is one of the delivery services that need to be improved the service quality to be able to survive. Attributes that affect the services and targets that are the priority of Pos Indonesia are based on the QFD method, namely the need for training to employees to be able to improve their service quality. In addition, the right strategic steps to be taken by Pos Indonesia are intensive strategies including market penetration, market development, and service product development to accelerate the company's growth. This strategy is strongly related to the proposed design of strength and opportunity strategies that have been analyzed through SWOT analysis methods. Jasa pelayanan pengiriman barang menjadi salah satu peluang bisnis yang sangat menguntungkan. Menghadapi kenyataan banyaknya barang atau jasa dengan kualitas beragam dan selera konsumen yang mudah berganti serta terdapat beberapa pesaingdibidang ini, mengakibatkan tingkat persaingan semakin tajam. Semakin bertambahnya pesaing-pesaing dari jasa pelayanan pengiriman barang, masing-masing penyedia jasa pengiriman barang seperti JNE, TIKI dan Pos Indonesia perlu memiliki strategi khusus untuk meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk mengkaji kualitas pelayanan dari masing-masing penyedia jasa pengiriman barang terhadap kepuasan pelanggannya melalui pendekatan metode IPA dan QFD serta untuk menetapkan strategi perusahaan dalam mempertahankan posisinya dipasar dalam menghadapi pesaing melalui analisa SWOT. Pada penelitian ini, didapatkan hasil CSI untuk jasa pengiriman barang di Jakarta berada dalam kategori cukup puas namun belum mencapai titik kepuasan maksimum. Dalam analisa menggunakan metode IPA, peneliti menemukan bahwa jasa pengiriman Pos Indonesia, merupakan salah satu jasa pengiriman yang perlu ditingkatkan kualitas pelayanannya untuk dapat bertahan. Atribut yang mempengaruhi pelayanan dan target yang menjadi prioritas Pos Indonesia didasarkan pada metode QFD, yaitu perlunya pelatihan kepada karyawan untuk dapat meningkatkan kualitas pelayanannya. Selain itu, langkah strategis yang tepat untuk dilakukan oleh Pos Indonesia yaitu strategi intensif meliputi penetrasi pasar, pengembangan pasar dan pengembangan produk layanan untuk mempercepat pertumbuhan perusahaan. Strategi ini berkaitan sangat kuat dengan rancangan usulan strategi kekuatan dan peluang yang telah dianalisa melalui metode analisa SWOT. 

2021 ◽  
Vol 8 (11) ◽  
pp. 337-349
Chi T. Do ◽  
Tam T. Le ◽  
Hoang D. Le

This paper is aimed at analyzing the customers’ expectations and perceptions of deposit service quality at a specific bank branch in Vietnam, as service quality has been considered as an essential factor for success and acknowledgement in the banking field. The data are combined between secondary data of the bank branch and desk review data, and primary data collected from 200 clients in 4 months in 2019, with 25 questions developed from SERVQUAL model, justified for banking sector. The SERVQUAL research model is applied. The main findings are: all measurements of SERVQUAL including Reliability, Tangible, Assurance, Responsiveness, and Empathy have significant impacts on customer satisfaction. While Responsiveness is the factor that impact on customers’ satisfaction the greatest, Assurance is acknowledged as the dimension which impact on customers’ satisfaction the least. This study shows a support to the overall understanding about service quality in the banking field. Besides, it gives useful information to assist commercial banks in management, such as focusing on service quality and improving the customers’ satisfaction. Keywords: Assurance, Customers’ satisfactions, Deposit Service Quality, Responsiveness, SERVQUAL.

Syaifullah M. Syam ◽  

This study aims to determine the effect of employee characteristics on customer satisfaction at an Islamic bank in Palu, Indonesia. This study used the quantitative research method. The sample for this study was purposively determined, which of them were 100 Islamic banks customers. A five-scale survey was distributed to the customers, and all of the surveys were returned. Data analysis used SPSS version 17 for the windows program. The research results show that the individual characteristics variables have a significant and positive influence on customer satisfaction at Bank Syariah Mandiri Palu. The R square value was 0.262 means that the individual characteristic variable has an effect at twenty-six percent. For the t-test, the count was 5.900, which means tcount > ttable (5.900 > 0.6770) with a significance level of 0.000 <0.05. Meanwhile, the employee characteristics variable has a significant and positive effect on customer satisfaction at Bank Syariah Mandiri Palu. The R square value was 0.224 means that the individual characteristic variable has an effect of twenty-two percent. For the t-test, the count is 5.317, which means tcount > ttable (5.317 > 0.6770) with a significance level of 0.000 <0.05. We concluded that employees characteristics play important roles in determining customers satisfaction at Islamic banks.

Complexity ◽  
2021 ◽  
Vol 2021 ◽  
pp. 1-17
Jian Xue ◽  
Zeeshan Rasool ◽  
Mohsin Ali Khan ◽  
Ahmad Imran Khan ◽  
Farooq Khan ◽  

The textile industry is production-intensive and incorporates diverse transactions made by multiple suppliers, corporate buyers, and supply chain members. In the business-to-business context, the cost for attracting a new customer is notably much higher than that needed to retain a present one. Customer loyalty in terms of customer repurchase intention has, therefore, been considered as a key determinant for textile companies to improve their efficiency and competitive advantage. This study aims to investigate the business-to-business repurchase intentions of Pakistan textile and clothing industry customers. The study framework specifically consolidates the mutual dynamics of appealing (service quality), facilitating (product returns), and averting (switching costs) factors altogether and the effect of these variables on customer satisfaction and thus on customer retention (repurchase intent) in the textile’s transactional scenario. A sample survey method is used for this study. The data collected through self-administered questionnaires (n = 325) from All Pakistan Textile Mills Association enlisted the employees of the companies. The structural equational modeling technique was applied to examine the study hypotheses. The findings contended that service quality and switching costs are essential determinants that shape the repurchase intentions. Therefore, product returns do not contribute toward customer satisfaction and also do not shape the intentions of business-to-business customers to repurchase from the same supplier after having even a good product return experience in past.

2021 ◽  
Vol 24 (2) ◽  
pp. 41-44

The quality of service in a banking service company is very important from the consumer's point of view. The purpose of this study was to determine and explain the effect of service quality on customer satisfaction at Bank Syariah Mandiri Juanda in Sidoarjo. This quantitative descriptive study uses a survey method by distributing questionnaires to respondents. Some of the tests carriedout were the validity and reliability of the questionnaire, the classical assumption test, and the statistical test (simple linear regression). The results of the regression analysis show that service quality has a significant effect on customer satisfaction.

Monika Březinová

The strategic management represents current direction of management. It is applied in all types of enterprises, including small and medium sized ones. Using principles of process management within SMEs has its limitations caused mainly by the size of the enterprise and the related focus on operational management. Other specifics are function accumulation, informal leadership, preference of oral communication to written, etc. Nevertheless, implementation of strategic management can increase competitiveness, reduce costs, improve decision-making, facilitate implementation of the employee motivation system, shorten delivery times, raise quality of customer satisfaction, etc. The aim of this article is to find out how to what extent SMEs implement the principles of strategic management.

2021 ◽  
Vol 39 (12) ◽  
Pei Woon Yo ◽  
Daisy Mui Hung Kee ◽  
Jia Wen Yu ◽  
Meng Kui Hu ◽  
Yen Ching Jong ◽  

Shopee was the largest e-commerce platform in Southeast Asia in 2020 by gross merchandise value and total orders. It is currently one of the leading e-commerce platforms in Malaysia. Despite the intense competition in the e-commerce space, Shopee has expanded aggressively across the Southeast Asian region over the last few years. Its successful business expansion is likely attributed to its profound competitive advantages. This study aims to examine the primary factors influencing customer satisfaction towards using Shopee for online purchasing in Malaysia. A survey questionnaire was used for data collection. A total of 100 Shopee users from Malaysia responded to the survey. The findings revealed that perceived ease of use and perceived convenience had influenced the customer satisfaction toward online purchasing on Shopee in Malaysia. Meanwhile, perceived usefulness and perceived trust did not significantly influence customer satisfaction towards Shopee in Malaysia. This study provides Shopee with valuable insights and guidance on customers’ perception of Shopee, leading to improved customer satisfaction.

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