customer satisfaction
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2022 ◽  
Vol 16 (2) ◽  
pp. 1-34
Author(s):  
Arpita Biswas ◽  
Gourab K. Patro ◽  
Niloy Ganguly ◽  
Krishna P. Gummadi ◽  
Abhijnan Chakraborty

Many online platforms today (such as Amazon, Netflix, Spotify, LinkedIn, and AirBnB) can be thought of as two-sided markets with producers and customers of goods and services. Traditionally, recommendation services in these platforms have focused on maximizing customer satisfaction by tailoring the results according to the personalized preferences of individual customers. However, our investigation reinforces the fact that such customer-centric design of these services may lead to unfair distribution of exposure to the producers, which may adversely impact their well-being. However, a pure producer-centric design might become unfair to the customers. As more and more people are depending on such platforms to earn a living, it is important to ensure fairness to both producers and customers. In this work, by mapping a fair personalized recommendation problem to a constrained version of the problem of fairly allocating indivisible goods, we propose to provide fairness guarantees for both sides. Formally, our proposed FairRec algorithm guarantees Maxi-Min Share of exposure for the producers, and Envy-Free up to One Item fairness for the customers. Extensive evaluations over multiple real-world datasets show the effectiveness of FairRec in ensuring two-sided fairness while incurring a marginal loss in overall recommendation quality. Finally, we present a modification of FairRec (named as FairRecPlus ) that at the cost of additional computation time, improves the recommendation performance for the customers, while maintaining the same fairness guarantees.


2022 ◽  
Vol 30 (2) ◽  
pp. 0-0

This study uses the critical incident technique to collect and analyze incidents of service failure and success involving a logistics sharing service in which the service providers are individuals. The authors also explore the key factors that affect customer satisfaction, along with the official and ideal recovery strategies. Data is based on interviews with 35 business users in Taiwan in 2017. A card sorting exercise is employed to classify the collected incidents and strategies into categories. The results show that the determinants of success and failure in logistics sharing services include drivers, platform operation, the matching system, and communication. Compensation is the most effective recovery strategy, whereas doing nothing is the least effective. Suggestions based on our results can help managers of the sharing economy to avoid or recover from failures and attain success.


2022 ◽  
Vol 30 (2) ◽  
pp. 1-16
Author(s):  
Shiu-Li Huang ◽  
Ya-Jung Lee

This study uses the critical incident technique to collect and analyze incidents of service failure and success involving a logistics sharing service in which the service providers are individuals. The authors also explore the key factors that affect customer satisfaction, along with the official and ideal recovery strategies. Data is based on interviews with 35 business users in Taiwan in 2017. A card sorting exercise is employed to classify the collected incidents and strategies into categories. The results show that the determinants of success and failure in logistics sharing services include drivers, platform operation, the matching system, and communication. Compensation is the most effective recovery strategy, whereas doing nothing is the least effective. Suggestions based on our results can help managers of the sharing economy to avoid or recover from failures and attain success.


YMER Digital ◽  
2022 ◽  
Vol 21 (01) ◽  
pp. 226-240
Author(s):  
Sasmita Pattnaik ◽  
◽  
Uma Sankar Mishra ◽  

Service providers in Indian telecommunication industry are now facing lots of challenges for their sustainability in tough competition because of varying wants of customers. Provision of quality service, initiatives of public relationship programmes, and generation of timely customer satisfaction are now of major concerns. In addition to these, positioning a proper brand image in customers’ mindset is equally important. The present study investigates all these factors of service business concerns to know the key determinants of achieving appropriate customer loyalty. Around 214 numbers of cell phone users were surveyed through a structured tested questionnaire in the state of Odisha, India and then all collected responses were analyzed through structural equation models. Study results showed that perception on public relation moderated by brand image has no role in creating customer loyalty. Again, after introduction of brand image as moderator, the impact of service quality on customer satisfaction becomes insignificant. However, customer satisfaction plays a major role in the variation of customer loyalty.


2022 ◽  
Vol 14 (2) ◽  
pp. 848
Author(s):  
Yae-Ji Kim ◽  
Hak-Seon Kim

With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.


2022 ◽  
Vol 4 (1) ◽  
pp. 10-28
Author(s):  
Sohwa Rizkia Rizal ◽  
Agung Kresnamurti Rivai ◽  
Rahmi Rahmi

The aim of this research was to examine the direct impact of service quality, trust and customer satisfaction variables on customer loyalty. As well as the indirect effect between service quality and customer satisfaction on customer loyalty through trust variable. This research uses a quantitative approach and data collected using survey with questionnaire as an instrument. The sample of this research are 200 Merak Port customers, that have visited Merak Port at least two times in the past year and have visited Merak Port before and after 2019. The data analysis technique uses SPSS version 22 LISREL 8.8 to analyze and process research data. The hypothesis finding show that only the customer satisfaction variable positively and significantly affect customer loyalty. The trust variable as a mediator in the relationship between service quality and customer satisfaction on customer loyalty shows insignificant results.


Author(s):  
Kojo Kakra Twum ◽  
John Paul Basewe Kosiba ◽  
Robert Ebo Hinson ◽  
Antoinette Yaa Benewaa Gabrah ◽  
Ebenezer Nyarko Assabil

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