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Bushy, Angeline. "Ethnocultural sensitivity and measurement of consumer satisfaction." Journal of Nursing Care Quality 9, no. 2 (January 1995): 16–25. http://dx.doi.org/10.1097/00001786-199501000-00006.
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Cucu Sumartini, Lilis, and Dini Fajriany Ardining Tias. "ANALISIS KEPUASAN KONSUMEN UNTUK MENINGKATKAN VOLUME PENJUALAN KEDAI KOPI KALA SENJA." Jurnal E-Bis (Ekonomi-Bisnis) 3, no. 2 (November 7, 2019): 111–18. http://dx.doi.org/10.37339/e-bis.v3i2.124.
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The development of the coffee shop business is influenced by the socio-economic development of the community and lifestyle changes. This condition is spurring for the growth of coffee shops by carrying the concept of modernization in an effort to increase consumer satisfaction. The level of customer satisfaction can be measured using the instruments of tangible dimensions, reliability, responsiveness, assurance, and empathy. The level of satisfaction measurement is done by using a questionnaire and 5 dimensions of quality measurement. Consumer satisfaction is a large value of expectations so that consumers feel their needs are met. Achieving satisfaction by 81.40%. impact on increasing sales. A high level of customer satisfaction can increase sales volume by 41.9% and the following month it rises to 49.50%. The data shows that customer satisfaction is one of the factors that can increase sales volume.
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Sediawan, MN Lisan. "ANALISIS PERBANDINGAN METODOLOGI CUSTOMER SATISFACTION INDEX DALAM RANGKA PENINGKATKAN PELAYANAN KESEHATAN DI INDONESIA." Jurnal Ilmiah Kesehatan Media Husada 2, no. 1 (September 12, 2013): 65–76. http://dx.doi.org/10.33475/jikmh.v2i1.109.
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Customer Satisfaction Index (CSI) is an economic indicator that measures the satisfaction of consumers across nation. This paper discusses the measurement model from an economic point of psychology is positioned as a variable customer loyalty . We will also discuss some studies which include : market segmentation , product positioning , competitiveness , consumer perception , customer satisfaction , and quality of service . To determine the position of the CSI Indonesia compared to other countries CSI inventors and other users it is necessary comparisons and scientific study .. This article discuss 7 methodologies on Consumer Satisfaction Index (CSI) developed by used in respective countries, e.g. Sweden Customer Satisfaction Barometer (SCSB), American Customer Satisfaction Index (ACSI), European Customer Satisfaction Index (ECSI), National Customer Satisfaction Index (NCSI), Japanese Customer Satisfaction Index (JCSI), Customer Satisfaction Index of Singapura (CSISG) and Indonesian Customer Satisfaction Index (ICSC). This study aims to be reference for the development of CSI in Indonesia, particularly in the healthcare , in order to improve the consumer / patient satisfaction
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Ernawati, Sri, and Uty Kurniawati. "PENGARUH KREATIFITAS PRODUK DAN INOVASI PRODUK TERHADAP KEPUASAN KONSUMEN DI STEAK HOUSE NOODLES." ISOQUANT : Jurnal Ekonomi, Manajemen dan Akuntansi 4, no. 1 (April 8, 2020): 112. http://dx.doi.org/10.24269/iso.v4i1.399.
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With the increasing number of restaurants, there is also increasing competition among restaurant entrepreneurs, they jointly compete in producing, gaining competitive advantage and providing value to their customers, wherever possible in accordance with the value expected by consumers. This study aims to analyze and test the effect of Product Creativity and Product Innovation both partially and simultaneously on Consumer Satisfaction at Steak House Noodles. This research was conducted in Bima City. This research is a survey research by distributing questionnaires with Likert scale measurement to 96 people who have visited Steak House Noodles. Data collection techniques using questionnaire, observation and study of literature, questionnaire distributed will be tested for validity and reliability then processed with SPSS 20. Data analysis using multiple linear regression. The results showed that product creativity affected Consumer Satisfaction at Steak House Noodles, Product Innovation affected Consumer Satisfaction at Steak House Noodles, and Product Creativity and Product Innovation significantly affected Consumer Satisfaction at Steak House NoodlesKey Word: Product Creativity, Product Innovation, Consumer Satisfaction
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Bortolotti, Silvana Ligia Vincenzi, Fernando de Jesus Moreira Junior, Antonio Cezar Bornia, Afonso Farias de Sousa Júnior, and Dalton Francisco de Andrade. "Consumer satisfaction and item response theory: creating a measurement scale." Gestão & Produção 19, no. 2 (2012): 287–302. http://dx.doi.org/10.1590/s0104-530x2012000200005.
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Today, people have increasingly demanded more from the state and enterprises. Consumer satisfaction is not an organizational option, but rather a matter of survival for any institution. The quest for measurement of consumer satisfaction has been ongoing in many areas of research, and researchers have concentrated efforts to demonstrate the psychometric quality of their measurements. However, the techniques employed by these commitments have not kept pace with the advances in psychometric theory and methods. The Item Response Theory (IRT) is an approach used for assessing latent trait. It is commonly used in educational and psychological tests and provides additional information beyond that obtained from classic psychometric techniques. This article presents a model of cumulative application of item response theory to measure the extent of students' satisfaction with their courses by creating a measurement scale. The Graded Response Model was used. The results demonstrate the effectiveness of this theory in measuring satisfaction since it places both items as individuals on the same scale. This theory may be valuable in the evaluation of customer satisfaction and many other organizational phenomena. The findings may help the decision maker of an enterprise with the correction of flows, processes, and procedures, and, consequently, it may help generate increased efficiency and effectiveness in daily tasks and in event management business. Finally, the information obtained from the analysis can play a role in the development and/or evaluation of institutional planning.
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Torey, Jimmy Rezky, Oktavianus ,. Porajouw, and Tommy F. Lolowang. "ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP PRODUK KOPI DAN PELAYANAN DI RUMAH KOPI BILLY CABANG MEGAMAS MANADO." AGRI-SOSIOEKONOMI 12, no. 3A (December 6, 2016): 11. http://dx.doi.org/10.35791/agrsosek.12.3a.2016.14233.
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This research aims to measure the level of consumer satisfaction toward coffee products and services in the House Coffee Billy Branches Megamas Manado. The Data used in this research is the primary data. The primary data obtained using the technique of the interview directly to respondents, in this case the consumer products coffee in the coffee House Billy Branches Megamas Manado, using a list of questions (questionnaire) as the tool in data collection. The method used in the sampling is sampling accindental. Analysis of the data that is used is a qualitative descriptive analysis is analyzed using the measurement scale Likert attitude scale installation design and presented using the list of the table and numbers. The results of this research shows that the measurement of the level of consumer satisfaction in the house of coffee Billy Branches Megamas Manado in terms of coffee products and services achieve total score loading data of 2.090 that shows the number of the index measuring consumer satisfaction of 83.6% and is considered very satisfied. This shows that consumers are very satisfied with the coffee products offered and the services provided by the employees in the House Coffee Billy Branches Megamas Manado and to increase consumer satisfaction in terms of product and services, Coffee House party Billy Branches Megamas Manado must pay attention to the quality of coffee products and quality of service offered. This is very important in order to maintain the customers and get more customers and increase sales
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Rijsdijk, Serge A., Erik Jan Hultink, and Adamantios Diamantopoulos. "Product intelligence: its conceptualization, measurement and impact on consumer satisfaction." Journal of the Academy of Marketing Science 35, no. 3 (May 9, 2007): 340–56. http://dx.doi.org/10.1007/s11747-007-0040-6.
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Purohit, H. C. "Quality Measurement and Consumer Satisfaction with Modern Retailing Ananalytical Study." Delhi Business Review 12, no. 2 (December 23, 2011): 45–57. http://dx.doi.org/10.51768/dbr.v12i2.122201118.
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Liu, Yiming, Yinze Wan, Xiaolian Shen, Zhenyu Ye, and Juan Wen. "Product Customer Satisfaction Measurement Based on Multiple Online Consumer Review Features." Information 12, no. 6 (May 29, 2021): 234. http://dx.doi.org/10.3390/info12060234.
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With the development of the e-commerce industry, various brands of products with different qualities and functions continuously emerge, and the number of online shopping users is increasing every year. After purchase, users always leave product comments on the platform, which can be used to help consumers choose commodities and help the e-commerce companies better understand the popularity of their goods. At present, the e-commerce platform lacks an effective way to measure customer satisfaction based on various customer comments features. In this paper, our goal is to build a product customer satisfaction measurement by analyzing the relationship between the important attributes of reviews and star ratings. We first use an improved information gain algorithm to analyze the historical reviews and star rating data to find out the most informative words that the purchasers care about. Then, we make hypotheses about the relevant factors of the usefulness of reviews and verify them using linear regression. We finally establish a customer satisfaction measurement based on different review features. We conduct our experiments based on three products with different brands chosen from the Amazon online store. Based on our experiments, we discover that features such as length and extremeness of the comments will affect the review usefulness, and the consumer satisfaction measurement constructed using the exponential moving average method can effectively reflect the trend of user satisfaction over time. Our work can help companies acquire valuable suggestions to improve product features, increase sales, and help customers make wise purchases.
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Cronin, J. Joseph, and Steven A. Taylor. "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing 56, no. 3 (July 1992): 55–68. http://dx.doi.org/10.1177/002224299205600304.
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The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review suggests that the current operationalization of service quality confounds satisfaction and attitude. Hence, the authors test (1) an alternative method of operationalizing perceived service quality and (2) the significance of the relationships between service quality, consumer satisfaction, and purchase intentions. The results suggest that (1) a performance-based measure of service quality may be an improved means of measuring the service quality construct, (2) service quality is an antecedent of consumer satisfaction, (3) consumer satisfaction has a significant effect on purchase intentions, and (4) service quality has less effect on purchase intentions than does consumer satisfaction. Implications for managers and future research are discussed.
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Cho, Yunjin. "A consumer satisfaction model based on the integration of EDT and TAM." Asia Pacific Journal of Marketing and Logistics 29, no. 5 (November 13, 2017): 978–93. http://dx.doi.org/10.1108/apjml-07-2016-0127.
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Purpose The purpose of this paper is to examine the process of consumer satisfaction formation for e-commerce. The study also predicts that the satisfaction formation model of e-commerce will differ between the US and Korean consumers due to differences in cultural background. Design/methodology/approach The study integrates the expectation disconfirmation theory (EDT) and the technology acceptance model (TAM). The hypotheses are examined by analyzing a structural equation model for consumers in the USA and Korea. Findings The results show that the model demonstrates good fit for both groups. For consumers in both countries, when purchasing fashion products on a new e-commerce site, the performance of the site’s usefulness was found to be a crucial variable in their satisfaction and intention to use the site. While there was no significant difference in the multiple group measurement model invariance test, the findings are meaningful because the slight differences in the standard coefficients of the two groups are considered. Originality/value It is meaningful to apply EDT and the TAM to the daily deal site environment. The influence of related variables can be reconfirmed and new consumer behaviors can be better understood. The research provides fresh insights into consumer behavior that can benefit managers when they make decisions in the e-commerce field.
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Gunawan, Nanang, Suharyono Suharyono, and Sunarti Sunarti. "CONSUMER WELL-BEING: PERAN BRAND AUTHENTICITY DAN DAMPAKNYA TERHADAP CONSUMER CITIZENSHIP BEHAVIOR." Profit 15, no. 01 (January 10, 2021): 12–26. http://dx.doi.org/10.21776/ub.profit.2021.015.01.3.
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This article aims to deepen knowledge about the importance of the concept of consumer well-being in marketing research, as well as to build propositions related to the potential for consumer well-being and its consequences for marketing outcomes. Through an in-depth study of the existing literature, it can be revealed that CWB is an important construct in marketing research and consumer behavior. CWB measurement can be done by measuring consumer satisfaction which contributes to several positive states of consumers in the form of positive emotions, attachments, relationships, meaning, and achievement (PERMA). In addition, this article succeeded in building a proposition that brand authenticity can have a significant effect on CWB and marketing outcomes in the form of consumer citizenship behavior. The relationship between these variables is based on self-determination theory.
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Hur, JungYun (Christine), and SooCheong (Shawn) Jang. "Toward service recovery strategies: the role of consumer-organization relationship norms." Journal of Services Marketing 30, no. 7 (October 10, 2016): 724–35. http://dx.doi.org/10.1108/jsm-08-2015-0263.
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Purpose Given the increasing importance of relationship management in service recovery encounters, this study aims to investigate the role of consumer–organization relationship norms (communal versus exchange) in connection with the service recovery process. Design/methodology/approach Based on a thorough review of the previous literature, the model was developed. Using a scenario-based survey method, a total of 204 usable responses were obtained via self-administered questionnaires in the USA. Anderson and Gerbing’s two-step approach was used to assess the measurement and structural models. Findings The findings indicate that consumers’ recovery processes are influenced by relationship norms. For consumers in the communal relationship, perceived social recovery had a greater influence on satisfaction with the service recovery. Consumers in the exchange relationship reacted more sensitively to perceived economic recovery in terms of satisfaction with the service recovery. Research limitations/implications The focus of this study is restaurant consumers’ responses to service recovery in the context of an established relationship. Therefore, the results may not be generalizable for other consumers and segments. Practical implications The findings have important implications for increasing the understanding of consumer behavior in established relationships and suggesting effective recovery strategies. Originality/value This study investigates the effect of different relationship norms that could explain varying consumer responses to service recovery within a high-quality relationship. It also provides directions for improving consumers’ satisfaction with service recovery. This differs from previous studies that mainly focused on relationship quality.
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Wibawa, Firrizqi Satria, Nurul Qomariah, and Yusron Rozzaid. "Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso." International Journal of Business, Technology and Organizational Behavior (IJBTOB) 1, no. 4 (August 12, 2021): 324–31. http://dx.doi.org/10.52218/ijbtob.v1i4.121.
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This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.
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Siswati, Endang. "Promotion and place advertising combination on positive word of mouth private label product mediated by consumer satisfaction." International Journal of Research in Business and Social Science (2147- 4478) 10, no. 2 (March 21, 2021): 46–53. http://dx.doi.org/10.20525/ijrbs.v10i2.1083.
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This research uses a quantitative approach, using 25 samples taken from the population, namely consumers of retail companies that sell private label products, including Superindo, Indomaret, and Alfamart. The purpose of this study is to analyze and determine whether the variable customer satisfaction can mediate the effect of promotion and place advertising on positive word of mouth. Data analysis in this research used PLS (Partial Least Square) with the SmartPLS program, which consists of a measurement model, namely convergent validity, discriminant validity and composite reliability, as well as structural models namely R-Square, Q-Square, Path test coefficients to test the significance of influence, and the Sobel test to test for mediation. The results showed that consumer satisfaction was not able to mediate a positive relationship between promotion and positive word of mouth, but promotion had a significant effect on consumer satisfaction.
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Cudney, Elizabeth A., Rajesh Jugulum, and Kioumars Paryani. "Forecasting consumer satisfaction for vehicle ride using a multivariate measurement system." International Journal of Industrial and Systems Engineering 4, no. 6 (2009): 683. http://dx.doi.org/10.1504/ijise.2009.026771.
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Roth, Victor J., Lorne Bozinoff, and Peter MacIntosh. "Public opinion and the measurement of consumer satisfaction with government services." Canadian Public Administration/Administration publique du Canada 33, no. 4 (December 1990): 571–83. http://dx.doi.org/10.1111/j.1754-7121.1990.tb01418.x.
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Vera-Martinez, Jorge, and Sidney Ornelas. "Comparison-based perceived attribute performance as a better antecedent of satisfaction, value and loyalty." Asia Pacific Journal of Marketing and Logistics 31, no. 5 (November 11, 2019): 1252–68. http://dx.doi.org/10.1108/apjml-07-2018-0261.
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PurposeProduct performance measurements have been used to explain other business performance variables. The purpose of this paper is to propose that, regarding Mexican consumers, the “comparison-based perceived attribute performance” (CAP) approach is a better predictor of outcomes, such as satisfaction, value and loyalty, compared with the traditional measurement of “non-comparison-based perceived attribute performance” (NCAP). These two forms of assessing attribute-level performance may be considered as different constructs.Design/methodology/approachUsing these two approaches, empirical tests were performed to attribute performance measurement and were conducted on products from two different categories: tequila and liquid dishwashing detergent. Regression analyses were performed using Mexican consumer samples ofn=295 andn=239, respectively.FindingsAs opposed to NCAP, CAP measurements yielded higher statistical levels of satisfaction, value and loyalty for both product categories. In the case of tequila, factor analysis indicated a clear separation between the two types of measurements, suggesting that they should be considered distinct constructs. However, this was not found for the other product category.Originality/valueCAP, which has better potential to predict outcomes than NCAP, could have relevant implications in brand positioning assessment and importance-performance analyses.
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Gill, Kenneth J., Carlos W. Pratt, and Lue Ann Librera. "The effects of consumer vs. staff administration on the measurement of consumer satisfaction with psychiatric rehabilitation." Psychiatric Rehabilitation Journal 21, no. 4 (1998): 365–70. http://dx.doi.org/10.1037/h0095287.
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Chan, Shiu Fai, Bradley R. Barnes, and Kyoko Fukukawa. "Consumer control, dependency and satisfaction with online service." Asia Pacific Journal of Marketing and Logistics 28, no. 4 (September 12, 2016): 594–615. http://dx.doi.org/10.1108/apjml-09-2015-0134.
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Purpose The purpose of this paper is to develop and test a new conceptual model in an online service context. The model focuses on an important, yet often neglected customer-oriented construct, i.e., user “control”, which is embedded in consumer behaviour when accessing the internet. The study examines the relationship between control, online dependency, online encounter satisfaction and overall satisfaction. It explains the strategic implications surrounding customer control and online dependency as means for enhancing customer satisfaction. Design/methodology/approach A questionnaire was developed drawing on a combination of existing and new measurement items for the constructs in question. The instrument was later pilot tested on two consecutive occasions ahead of the main survey. A random sample of Hong Kong banking consumers was approached and interviews were undertaken via telephone. The data were analysed via confirmatory factor analysis and structural equation modelling was used to test the hypotheses relating to the model. Findings The findings reveal positive relationships between control and online dependency, and control and online encounter satisfaction. Meanwhile control, online dependency and online encounter satisfaction lead to overall satisfaction. Originality/value This study proposes a counterintuitive argument that while online service customers gain control of the online service process, they become more dependent on it, and their control and dependency also lead to their satisfaction, at both the online service encounter level and corporate level. Drawing on the pertinent literature, this is the first study to examine the importance of two information system constructs, i.e., control and online dependency, as predictors of consumer psychological fulfilment, i.e., satisfaction. The findings confirm that control as an initiator and driver of customer satisfaction in an online context, and online encounter satisfaction, further contributes to overall satisfaction at the corporate level.
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Jiang, Yi, Polin Lai, Chia-Hsun Chang, Kum Fai Yuen, Sihang Li, and Xinchen Wang. "Sustainable Management for Fresh Food E-Commerce Logistics Services." Sustainability 13, no. 6 (March 20, 2021): 3456. http://dx.doi.org/10.3390/su13063456.
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This article determines the quality factors which improve the satisfaction of logistics services, and the specific evaluation items that customers value. Moreover, this study verifies the moderating effect of consumers on the perceived importance of last-mile logistics services, and its impact on logistics service satisfaction. Through a literature review, the conceptual model is determined, and measurement scales are developed. Furthermore, we collect data through online surveys and employ structural equation modeling, hierarchical regression analysis, and importance–performance analysis methods in order to analyze the collected data, and to test the research hypotheses. The findings of this study are as follows. First, the qualities of personal contact, timeliness, and empathy in the fresh food e-commerce logistics service quality evaluation system have a significant positive impact on the fresh food e-commerce logistics service consumer satisfaction, but the delivery quality and information quality are not significant. Second, consumers’ perceived importance of last-mile logistics services has a positive and significant impact on the consumer satisfaction of fresh food e-commerce logistics services. Moreover, as a moderating variable, its moderating effect has limitations: it only affects the relationship between information quality, timeliness quality, empathy quality, and consumer satisfaction. Finally, in the three evaluation dimensions of information quality, timeliness quality, and empathy quality, specific items that need to be further improved are identified. This study enriches and supplements the empirical research in the field of fresh food e-commerce logistics, and provides academic literature with a reference value for fresh food e-commerce logistics enterprises.
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Becker, Marion. "A Us Experience: Consumer Responsive Quality of Life Measurement." Canadian Journal of Community Mental Health 17, S3 (January 1, 1998): 41–52. http://dx.doi.org/10.7870/cjcmh-1998-0019.
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Objective: In the United States, interest in quality of life and social disabilities associated with mental illne intensified in the wake of the deinstitutionalization of the late '60s abd '70s. Although mental health professionals in the United States have begun to recognize the importance of quality of life considerations to patient management and treatment outcomes, review of the literature shows there is minimal research in mental health on this important topic. As a result, little theoretical or methodological progres has been made. Quality of life has not been clearly conceptulized or defined and there are no agreed-upon standards or criteria for measurement. This presentation will; (a) review important conceptual issues in quality of life research, (b) discuss the benefits of and obstacles to incorporating consumer values in judgments of quality of life, and (c) present data from Wisconsin Quality of Life Index (W-QLI; Becker et al., 1993) to illustrate the usefulness of a consumer responsive model of quality of life and the importance of incorporating consumer values in the assessment of quality of life of persons with schizophrenia. Methods: The W-QLI was administered to a convenience sample of psychiatric outpatients with a DSM-IV diagnosis of schizophrenia. The W-QLI is a self-administered individually preference-weighted index that measures nine separted domains encompassing quality of life. The W-QLI scoring method results in spearted scores for each domain and allows for the relationships among separate domains to be studied. The mine separted domains include; (a) satisfaction level for different objective quality of life indicators, (b) occupational activities, (c) psychological well-being,(d) physical health, (c) social relations, (f) economics, (g) activities of daily living, (h) symptoms, and (i) goal attainment. Results: study findings are consistent with previous theory and empirical domains. Results show that while consumers' and clinicians' judgments of outcome corelated, there were important differences. Clincians systematically rated functiion higher and social relations lower that did consumers, and there were significant differences in consumer and provider goals for improvement with treatment. Overall ratings of quality of life and funciton are only weakly correlated with psychopathology. The findings support the importance and feasibility of incorporating consumer values and judgments of quality of life in outcome measurement.
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Heide, Morten, Kjell Grønhaug, and Marit G. Engset. "Industry specific measurement of consumer satisfaction: experiences from the business travelling industry." International Journal of Hospitality Management 18, no. 2 (June 1999): 201–13. http://dx.doi.org/10.1016/s0278-4319(99)00017-1.
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Mantiri, Jessy Jane Manasye, Melsje Yellie Memah, and Grace Adonia Josefina Rumagit. "TINGKAT KEPUASAN KONSUMEN TERHADAP PELAYANAN “BAKSO SOLO” DI KOTA MANADO." AGRI-SOSIOEKONOMI 17, no. 2 (April 15, 2021): 191. http://dx.doi.org/10.35791/agrsosek.17.2.2021.33751.
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This study aims to determine the level of customer satisfaction with the service "Bakso Solo". This research was conducted from January to March 2020. The data used in this study are primary data and secondary data. Primary data were obtained through direct interviews with 44 respondents using a questionnaire. The data collection method was carried out using accidental sampling techniques. Data collection regarding customer satisfaction is carried out using a Likert scale measurement. Secondary data obtained from these efforts which are related to this research. The results showed that, the level of consumer satisfaction of the restaurant "Bakso Solo" in the city of Manado was 78.64% or consumers were in the "Satisfied" category.
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Geletta, Simon. "Measuring patient satisfaction with medical services using social media generated data." International Journal of Health Care Quality Assurance 31, no. 2 (March 12, 2018): 96–105. http://dx.doi.org/10.1108/ijhcqa-12-2016-0183.
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Purpose The purpose of this paper is to discuss the results of an effort to use social media generated data for measuring patient satisfaction with medical care services. Traditionally, scientifically designed patient satisfaction surveys are used to provide such measurements. The goal here is to evaluate the possibility of supplementing patient satisfaction surveys with social media generated patient satisfaction measurements such that the later can be used either as validation or replacement for the former. Although surveys are scientifically designed to yield dependable results, recent studies have revealed multiple factors relating to the methods currently used for survey data collection, that may be contributing to the limitations of many survey results. In light of such criticisms, this study explored the possibility of using the increasing popular and proactively generated consumer ratings through the pervasive social media as data source for satisfaction measurement. The average satisfaction scores created from such data are then used to compare levels of satisfaction among five types of health service businesses. Design/methodology/approach The data used in this research are garnered from the consumer review social media site called “Yelp!”. Ratings and reviews that are related to health and medical services were extracted from the “Yelp!” database. The types of services that are identified by consumers are standardized to typologies that are traditionally used in health service research. Five types of services were targeted – general practice physician offices, physician specialty services, dentists, hospitals and physical therapy services. The “five-star” rating systems were re-coded to form a five-point ordinal scale variable to represent “satisfaction score”. Findings The Yelp! data-based measurement of patient satisfaction produced an overall satisfaction score of 3.8 (SD=1.7) for the sampled services. The average satisfaction score per type of service ranged from 3.16 (SD=1.83) for specialty physicians to 4.52 (SD=1.57) for physical therapists. In general, dentists and physical therapists received higher average satisfaction scores as compared to the other medical services. Research limitations/implications Because this study was meant to evaluate the utility of social media generated data to measure satisfaction, in general, the estimates cannot be construed as representative of any underlying geographically defined population. They, however, do have a “cohort” interpretability. This limitation is not inherent to the use of the data source. If some geographically identifiable representation of the measurement data is desired, identifiable business data can be generated from the Yelp! system to specifically target relevant populations following the method that are tested in this study. Practical implications Under certain circumstances, such as the size and maturity of the gathered data, social media generated data can be a useful as a “fortuitous” alternative to satisfaction surveys for evaluating patient satisfaction with medical care. This is propitious as there have been some indication by studies that the advent of communication media in the twenty-first century may be undermining the reliability of scientifically designed surveys. Originality/value The use of social media generated data as “alternative” or “secondary” data source for research use is currently being widely investigated. To the author’s knowledge, this is the only paper that evaluated the use of “Yelp!” data as a possible source for population-based formal satisfaction measurement for healthcare services.
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Liu, Maggie Wenjing, and Hean Tat Keh. "Consumer delight and outrage: scale development and validation." Journal of Service Theory and Practice 25, no. 6 (November 9, 2015): 680–99. http://dx.doi.org/10.1108/jstp-08-2014-0178.
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Purpose – The purpose of this paper is to develop and validate measurement scales for consumer delight and outrage. Design/methodology/approach – The paper used both qualitative, survey, and experiment methodology. Findings – First, develop and validate the scale of customer delight, second, conceptualize the construct of customer outrage, as well as develop and validate its scale; third, explore the differential behavioral results of delight vs satisfaction, and outrage vs dissatisfaction; and fourth, further our understanding of the satisfaction-dissatisfaction continuum. Originality/value – While researchers increasingly recognize that delight and outrage are distinct from satisfaction and dissatisfaction, it is important to have scales that differentiate between these constructs. To this end, this paper develops and validates scales to measure consumer delight and outrage, respectively. These scales will be useful to other researchers interested in measuring consumer delight and outrage in various research contexts.
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Dudley, Amanda L., Glenn A. Melvin, Nicola J. Williams, Bruce J. Tonge, and Neville J. King. "Investigation of Consumer Satisfaction with Cognitive-Behaviour Therapy and Sertraline in the Treatment of Adolescent Depression." Australian & New Zealand Journal of Psychiatry 39, no. 6 (June 2005): 500–506. http://dx.doi.org/10.1080/j.1440-1614.2005.01610.x.
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Objective: A new instrument, the Adolescent Depression Treatment Satisfaction Questionnaire (ADTSQ) was devised to measure the consumer satisfaction of depressed adolescents and their parents. The objectives of the paper were to present the psychometric proper ties ofthe ADTSQ and to investigate the relative consumer satisfaction with cognitive-behavioural therapy (CBT), sertraline (SRT) and a combined treatment of CBT and SRT (COMBINED) for the treatment of adolescent depression. In addition, participants were asked to rank their most preferred treatment from the following approaches: medication, individual counselling, group program and family therapy. Method: Thirty-eight adolescents with a unipolar depressive disorder and 37 parents who participated in a randomized clinical trial of CBT versus SRT versus COMBINED completed the ADTSQ following the completion of acute treatment. Results: The ADTSQ was found to have high internal consistency and exploratory factor analysis detected three underlying factors. High levels of consumer satisfaction were reported by both adolescents and parents in all three treatments. Those treated with CBT treatments reported higher levels of skill acquisition than those treated with SRT. Of the four treatment approaches, most parents and adolescentsrated individual counsellingas their first preference. Conclusions: The ADTSQ is a useful measure of consumer satisfaction for depressed adolescents and their parents. CBT, SRT and COMBINED were shown to have high consumer satisfaction with CBT's higher skills training content reflected in the participants' reports. Individual counselling was perceived as the most favourable choice of treatment for adolescent depression. Although limitations associated with the measurement of consumer satisfaction and of the study are acknowledged, it is recommended that the inclusion of consumer satisfaction measures be considered in clinical trials that examine treatment efficacy.
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Yu, Jong-pil, Hyun-ju Choi, and Joon-ho Kim. "Multigroup Analysis and Measurement Equivalence: Korean And Chinese Consumers of Korean Cosmetics." Social Behavior and Personality: an international journal 47, no. 3 (March 31, 2019): 1–19. http://dx.doi.org/10.2224/sbp.7499.
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We examined the concepts and importance of measurement equivalence tests and how failing to conduct these tests can hinder multigroup analyses, particularly for cross-cultural or cross-national studies. To do so, we developed a conceptual model of Korean cosmetics comprising product characteristics, consumer satisfaction, and repurchase intention, and administered a survey assessing these variables to 356 Korean and 358 Chinese consumers. We then conducted confirmatory factor analyses and multigroup analyses. The measurement equivalence test results revealed significant differences in the measurement methods for Korean and Chinese consumers, necessitating the development of separate modified models. Specifically, the model using cosmetic product characteristics as a single factor was more suitable for Chinese than for Korean consumers. Therefore, we were able to develop separate research models appropriate for each group. Our results also highlight the importance of assessing measurement invariance for social science researchers desiring to perform multigroup analyses in cross-national studies.
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Noviani, Neneng Leni, and Masyhudzulhak Masyhudzulhak. "IMPROVING CONSUMER SATISFACTION BY INTEGRATING ON SERVICE QUALITY AND LEAN SIXSIGMA METHODS." Journal of Technology and Operations Management 12, Number 2 (December 28, 2017): 25–34. http://dx.doi.org/10.32890/jtom2017.12.2.4.
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Service quality (SERVQUAL) is one method that can be used to measure customer satisfaction for services that have been received that is by comparing the level of perception and expectations. Lean, six sigma is a method or technique for controlling and improving the quality of which is a dramatic breakthrough in the field of quality and is always oriented to customer satisfaction with a measurement target of sigma quality level. Integration SERVQUAL and Lean Six Sigma methods aims to SERVQUAL measurement results were analysed is to determine the critical variables, followed by calculation of DPMO and sigma value of the critical variables that can be known variables thatpriority improvements.
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Smith, F. Ruth, and Carroll A. Brown. "An Empirical Investigation Of The Concept Of Consumer Service Satisfaction: A Tricomponent Model." Journal of Service Science (JSS) 1, no. 2 (October 1, 2008): 41–46. http://dx.doi.org/10.19030/jss.v1i2.4294.
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The concept of consumer satisfaction has been heavily researched with little agreement on its proper measurement. A tricomponent model is offered which is simple, robust, easily administered, and understandable to marketing managers.
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Elommal, Najoua, Riadh Manita, and Damien Chaney. "Measuring exchange norms and its impact on satisfaction in a B2C context." International Journal of Market Research 61, no. 3 (March 1, 2018): 302–19. http://dx.doi.org/10.1177/1470785318760202.
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This research investigates the relevance of exchange norms in a business-to-consumer context and studies the impact of both relational and discrete norms on customer satisfaction in services. As existing scales focus only on relational norms and are mostly limited to business-to-business contexts, Study 1 ( n = 164) proposes measurement scales for seven exchanges norms adapted to a business-to-consumer context: Reciprocity, The Linking norms, Creation and restraint of power, Role integrity, Solidarity, Flexibility, and Effectuation of consent. Study 2 ( n = 295) tests the influence on these norms on customer satisfaction. The article demonstrates that exchange norms as a whole positively affect customer satisfaction and, more specifically, that relational norms explain satisfaction better than discrete norms. The findings also show that, contrary to customer relationship proneness, relationship duration moderates the link between exchange norms and customer satisfaction.
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Putratama, Jefferio Gusti, Alan Prahutama, and Suparti Suparti. "ANALISIS PENGARUH KEPUASAN TERHADAP LOYALITAS KONSUMEN SMARTPHONE SAMSUNG MENGGUNAKAN METODE PARTIAL LEAST SQUARE PADA MAHASISWA UNIVERSITAS DIPONEGORO SEMARANG." Jurnal Gaussian 10, no. 2 (May 31, 2021): 293–302. http://dx.doi.org/10.14710/j.gauss.v10i2.30948.
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Smartphones are one of the electronic devices that are capable of experiencing fairly rapid development. The existence of this Smartphone is considered to be the most important item for used everyday. Samsung is one of the most popular smartphone brand in Indonesia. Based on data from the website of the Statcounter survey institute, it was found that the Samsung market share in Indonesia until August 2020 was in the top position, namely 24.19%. Samsung continues to make various innovations in order to continue to dominate the top of the smartphone sales segment. In addition, to provide consumer's satisfication so that consumer’s loyalty to the Samsung brand will be maintained. The purpose of this study is to make measurement models and structural models, as well as to test the relationship of customer satisfaction to consumer loyalty of Samsung smartphones using the SEM – PLS (Partial Least Square) method. This research was conducted on Diponegoro University students who have purchased and used a Samsung smartphone. This research was conducted on Diponegoro University students who have purchased and used a Samsung smartphone. This research has produced 4 latent variables with 18 measurement models and 2 structural models. Based on the 2 structural models formed, the result shows that the R2 value in the customer satisfaction model is 0.670. This indicates that the variable customer satisfaction can be explained by the variable product quality and price by 67%. Meanwhile, in the consumer loyalty model, the R2 value is 0.478. This indicates that the consumer loyalty variable can be explained by the consumer satisfaction variable of 47.8%. Keywords: Samsung Smartphone, Consumer’s Satisfaction, Consumer’s Loyalty, Partial Least Square.
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Howan, Meyriska Christi, Paulus A. Pangemanan, and Leonardus R. Rengkung. "DIMENSI MUTU PRODUK BALAI LATIHAN PENDIDIKAN TEKNIK (BLPT) KAATEN TOMOHON." AGRI-SOSIOEKONOMI 13, no. 2A (August 3, 2017): 117. http://dx.doi.org/10.35791/agrsosek.13.2a.2017.16894.
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The research showed that the process of measuring the dimensions of product quality in Technical Education and Training Center (BLPT) Kaaten reached the total 2569 data retrieval scores indicating the index number of consumer satisfaction measurements of 85,63% and quite satisfied. This indicates that consumers who buy products at BLPT Kaaten Tomohon are aware of the benefits of BLPT products in terms of product quality dimensions that can be seen from the 8 dimensions of quality, namely performance, features, reliability, suitability, durability, ease of improvement, beauty and perception of quality. The measurement of quality dimension product of BLPT Kaaten Tomohon can be a reference for BLPT Kaaten Tomohon to continuously improve product quality in order to remain competitive in the market.
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Casaló, Luis V., Carlos Flavián, and Sergio Ibáñez-Sánchez. "Antecedents of consumer intention to follow and recommend an Instagram account." Online Information Review 41, no. 7 (November 13, 2017): 1046–63. http://dx.doi.org/10.1108/oir-09-2016-0253.
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Purpose The purpose of this paper is to examine the influence of consumers’ perceived enjoyment and usefulness on their intention to follow and recommend an official account of a brand community on Instagram through satisfaction, following a perception-evaluation-intention chain. Design/methodology/approach The present study suggests that both perceived enjoyment and usefulness have a positive influence on satisfaction, which in turn affects intended following and recommendation of an account on Instagram. Data are collected from 548 members of a fashion brand community official Instagram account. After the validation of measurement scales, the hypotheses are contrasted using a structural equation model. Findings Results show that both perceived enjoyment and usefulness have a positive effect on satisfaction with the Instagram account, which in turn positively affects the intention to follow and recommend the account. Specifically, satisfaction fully mediates the influence of perceptions on intentions, except for the influence of perceived usefulness on intended recommendation as these variables are also directly linked. Practical implications The findings help managers to understand consumers’ behavioral intentions on Instagram and note the relevant role of perceived enjoyment and usefulness in creating a satisfactory experience in this context. Originality/value Nowadays, brands and users are continuously joining Instagram and, as a result of its growing importance, there is a need to better understand consumer behavior in this context. This research analyses the antecedents of both the intention to follow and recommend an account on Instagram.
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Davis, Barbara A., and Helen A. Bush. "Developing effective measurement tools: A case study of the Consumer Emergency Care Satisfaction Scale." Journal of Nursing Care Quality 9, no. 2 (January 1995): 26–35. http://dx.doi.org/10.1097/00001786-199501000-00007.
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Ejsmont, Wiktor, and Marek Biernacki. "Application of the Free Tangent Law in Quantification of Household Satisfaction from Durable Consumer Goods." Entropy 23, no. 9 (August 26, 2021): 1109. http://dx.doi.org/10.3390/e23091109.
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This paper presents a postulate for a new approach in the measurement of households’ satisfaction from durable consumer goods, based on a modified inflation expectation measurement method used in survey research. The authors examine the application of a three-step qualitative evaluation, followed by the quantification of responses using a modified Carlson and Parkin method adopted in the context of the free tangent law.
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Agustin, Clara, and Jagdip Singh. "Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges." Journal of Marketing Research 42, no. 1 (February 2005): 96–108. http://dx.doi.org/10.1509/jmkr.42.1.96.56961.
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Drawing from need, motivation, and social exchange theories, this study conceptualizes and empirically examines the differential curvilinear effects of multiple determinants of loyalty intentions, including transactional satisfaction, trust, and value for relational exchanges. The authors conceptualize trust as a “motivator,” satisfaction as a “hygiene,” and value as a “bivalent” factor in consumer loyalty mechanisms. Using consumer data on relational exchanges in two different service contexts—retail clothing and nonbusiness airline travel—and accounting for different sources of error—namely, measurement, common method, and response style—the authors empirically investigate the hypothesized mechanisms. The data support the motivator, or the enhancing role of trust, and the hygiene, or the maintaining role of satisfaction, on loyalty intentions in both contexts. Although the authors also obtain consistent results for the influence of value, its role is aligned with a hygiene mechanism, not a bivalent mechanism. The authors contribute to the study of loyalty antecedents by (1) theoretically proposing the nature and shape of the influence of different loyalty determinants, (2) considering the simultaneous and differential effects of multiple determinants, and (3) drawing implications from the results for theory and managerial practice.
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Ham, Carolyn, Cathy McAvoy, Roger Gantz, and Lindsay Schwartz. "Exploring the Complexities of Quality Measurement in Assisted Living in Washington State." Innovation in Aging 4, Supplement_1 (December 1, 2020): 84. http://dx.doi.org/10.1093/geroni/igaa057.277.
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Abstract In Assisted Living (AL) choice and quality of life are highly valued by residents. Prior research has found many interrelated components contribute to AL residents’ experiences of quality. There are 543 licensed AL facilities in Washington state, with 33,830 licensed beds; in 2019, resident cost per year ranged from $44,000 to $78,000. In 2018, the Washington Legislature identified a need for consumer access to unbiased information on AL quality and directed the Department of Social and Health Services (DSHS) to form a workgroup on quality measures. The workgroup consists of representatives from state agencies, AL provider associations, advocacy organizations, AL providers and AL residents. To inform the workgroup, DSHS conducted a study of AL quality measures. Five statewide programs were identified and analyzed in 10 categories. The WA workgroup then assessed a series of measures across six domains: community participation and quality of life; consumer satisfaction; equity, diversity and inclusivity; informed choice and decision making; person-centered planning; and, resident safety. The workgroup assessed and chose to adopt CoreQ, a satisfaction measure developed by the American Health Care Association/National Center for Assisted Living (AHCA/NCAL) and endorsed by the National Quality Forum (NQF). In evaluating potential measures of quality, workgroup members weighed regulatory, industry, provider, consumer and family perspectives. Outcomes of this process include assessment of AL quality measurement in other states, selected measures for Washington and key insights into relative prioritization of quality domains by different stakeholder types.
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Fossey, Ellie M., and Carol A. Harvey. "A Conceptual Review of Functioning: Implications for the Development of Consumer Outcome Measures." Australian & New Zealand Journal of Psychiatry 35, no. 1 (February 2001): 91–98. http://dx.doi.org/10.1046/j.1440-1614.2001.00846.x.
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Objective: Australia's National Mental Health Strategy aims to achieve improved consumer outcomes. The development and refinement of consumer outcome measures is targeted within the Second National Mental Health Plan. The National Standards for Mental Health Services identify measures of functioning, quality of life and satisfaction with services as relevant to assessing and monitoring consumer outcome. Consumers have described gauging their own recovery through the achievement of functional goals in everyday life. This paper reviews how functioning is viewed within the mental health field, and implications for developing better functional outcome measures. Method: Literature describing the development of measures of functioning, principles of outcome measurement, and functional outcomes for people with severe mental illness was identified, using PsycLIT. A review yielded themes reflecting a number of assumptions about the concept of functioning. Results: Functioning is inadequately defined, raising issues about what is focused on, and from whose viewpoint, each of which has implications for using measures of functioning to monitor consumer outcome. Conflation of dissimilar functional domains, and flawed assumptions about the importance of symptomatology in influencing functional outcome limit the sensitivity to meaningful change of functional measures. Consumer perspectives are relatively neglected in functional tool development. Conclusions: A conceptual framework that recognizes lived experience and the interaction between persons and their environment is much needed to guide the development of functional outcome measures. Qualitative and quantitative research methodologies should be used to advance understanding of functioning and to address limitations of current approaches to functional outcome measurement.
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Sudirman, Acai, Efendi Efendi, and Sri Harini. "Kontribusi harga dan kepercayaan konsumen untuk membentuk kepuasan pengguna transportasi berbasis aplikasi." Journal of Business and Banking 9, no. 2 (March 9, 2020): 323. http://dx.doi.org/10.14414/jbb.v9i2.2078.
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The rapid growth of internet usage has affected several sectors of human life, not least in the transportation sector. The implications of mobilizing the use of application-based transportation (GoJek) are now a trend among people to travel from one place to another. This condition illustrates that the intensity of the use of application-based transportation will have implications for the level of user satisfaction. The purpose of this study is to determine the contribution of price and consumer confidence to consumer satisfaction of users on the basis of application transportation. This research uses a case study model by involving students in one of the tertiary institutions in Pematang-siantar City. The number of samples in this study were 322 students obtained through non-probability sampling techniques with a purposive sampling method. Data collection uses an online questionnaire that is distributed to all samples in the form of a link (URL). Data analysis uses SEM test models consisting of measurement models and structural models. The results of research and hypothesis testing explain that price has a significant effect on user satisfaction of application-based applications. Furthermore, consumer confidence has a significant influence on user satisfaction based on application applications.
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Yoristar, Denny. "The Influence of Price Fairness to Customer Satisfaction." Business and Entrepreneurial Review 7, no. 1 (October 24, 2016): 8. http://dx.doi.org/10.25105/ber.v7i1.1150.
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The objective of this research is to analyze the influence of price fairness, customer satisfaction, empirically demonstrate the influence of perceived price fairness that can be broken down into price perception, consumer vulnerability, price offer fairness and price procedure fairness. Methodology used in this research is descriptive analysis, which is to identify characteristics of variables under certain circumstances and to scribal down the response of automobile customers in Jakarta, Bekasi, Depok, and Tangerang. Variables measurement ranked from price perception, consumer vulnerability, price offer fairness, price procedure fairness, satisfied with dealer's service, satisfied with delivery car and satisfied with purchase that the result would be used as information to manage automobile sales. The collected data was analyzed using multiple regression analysis. This research concluded that variable of price perception and perceived vulnerability has a significant impact toward price offer fairness, variable of price offer fairness and price procedure fairness has no effect toward satisfied with purchase, and variable of satisfied with dealer's service and satisfied with delivery car significantly affect the satisfied with purchase variable.
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Wen, Chao, Victor R. Prybutok, Charles Blankson, and Jiaming Fang. "The role of E-quality within the consumer decision making process." International Journal of Operations & Production Management 34, no. 12 (October 28, 2014): 1506–36. http://dx.doi.org/10.1108/ijopm-07-2013-0352.
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Purpose – The purpose of this paper is to develop and test an empirically grounded comprehensive framework of e-quality that is the composite of the relationship between e-satisfaction and e-loyalty. This study’s objectives were: first, to develop a comprehensive measurement scale of perceived quality from an operations perspective, based on the classic Engel-Kollat-Blackwell (EKB) decision-making process; second, to develop a framework that integrates dimensions of quality and measures perceptions of e-quality during the customer’s decision-making process; and third, to examine the predictive capability of quality attributes in relation to service operations that rely on customer satisfaction and customer loyalty. Design/methodology/approach – Following review of the related literature, focus group protocols were developed and interviews conducted. Based on the focus group input, surveys were developed and administered. Survey data from 717 online customers allowed testing the research hypotheses, and structural equation modeling allowed validation of the research framework. Findings – The study determined that “e-channel quality”, “e-service quality” (including “web site quality” and “transaction quality”), and “product quality” positively influence customer e-satisfaction within an online operation. These constructs, in turn, influence customer e-loyalty in the e-commerce domain. The findings contribute valuable theoretical and managerial implications that can improve e-service operations. Originality/value – The paper fills a relevant gap in the e-commerce and services operations literature by empirically developing and validating a new and robust quality measurement scale based on the EKB consumer decision-making process. The study also makes an important research contribution by providing empirical evidence that quality is pivotal in gaining customer loyalty and a competitive e-commerce edge.
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Agusman, Reazi, Irnad Irnad, and Melli Suryanti. "FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS KONSUMEN PADA RESTORAN CEPAT SAJI DI KOTA BENGKULU." Jurnal Ilmiah Sosio-Ekonomika Bisnis 21, no. 1 (May 23, 2018): 2. http://dx.doi.org/10.22437/jiseb.v21i1.5101.
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This study aims to is to find factors affecting loyalty consumers fast food restaurant in Bengkulu City seen from approach extended marketing mix (7p). Variable latent used in this research was extended marketing mix , demografy , customer satisfaction and loyalty consumers. A method of the sample collection with accidental where the sample collection on coincidence and the method of analysis the data used was structural equation modelling (SEM). The method for data analysis was Structural Equation Modeling to examine the causal relationship between observed variables. This study uses two-stage method, where first phased measurement Confirmatory Factor Analysis (CFA) and the second stage measurement was Second Order Confirmatory Factor Analysis (CFA-2). From the Googness Of Fit (GOF) 1 a gauge that indicates match a less well, 5 size gof showing match quite good (marginal fit) and 10 size gof showing match the best good fit. So that it can be concluded that match a whole model is good. The final result of this study shows the variables that make up the extended marketing mix is product, price, place, physical evidence and process where this variable has a significant effect on loyalty both direct relationship and consumer satisfaction variable as Intervening variable. While the demographic variables have no significant effect on loyalty variable directly or indirect relationship with satisfaction as intervening variable.
Keywords: Loyalty, Extended Marketing Mix, SEM, CFA and GOF
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Ampountolas, Apostolos. "Peer-to-peer marketplaces: a study on consumer purchase behavior." Journal of Hospitality and Tourism Insights 2, no. 1 (April 29, 2019): 37–54. http://dx.doi.org/10.1108/jhti-05-2018-0028.
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PurposeThe online travel environment continues to expand as the numerous peer-to-peer (P2P) marketplaces that comprise the “sharing economy” have also multiplied and expanded, resulting in a move from the traditional hospitality industry to a new digital ecosystem. The purpose of this paper is to examine the effects of different antecedents and the relationships between benefit factors. It does so by simulating the behavior that leads to consumer loyalty and repurchase intentions within a P2P marketplace transaction.Design/methodology/approachThe analysis is based on survey data from 456 respondents located in different regions, collected via a web-based survey questionnaire. A two-step approach employing confirmatory factor analysis, followed by structural equation modeling, was conducted to evaluate the measurement and structural models, as recommended by Anderson and Gerbing.FindingsThe findings of this study partially confirm the relationship between benefit factors (monetary, hedonic and location benefits) and consumer repurchase intentions. The benefit factors display a positive influence on consumer satisfaction, which mediates the relationship between loyalty and repurchase intentions. Hence, the study contributes to scholarly efforts to better understand why consumers choose to purchase through P2P platforms.Practical implicationsThe findings of this study can provide P2P intermediaries and hosts with the empirical evidence of consumer behavioral changes. Nowadays, in practice, consumers have the ability to compare products and offers. As such, for a consumer to remain loyal to a particular supplier, the offer must satisfy the service and experience that the consumer has in mind, as many alternative offers exist.Originality/valueThis study seeks to identify the behavioral factors that cause even loyal consumers to move from the traditional hospitality industries to P2P platforms, despite the probability of losing any loyalty benefits gained in the traditional industries.
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Suryani, S., and Hendryadi Hendryadi. "A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking." Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah 7, no. 1 (March 30, 2015): 45–58. http://dx.doi.org/10.15408/aiq.v7i1.1357.
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This research aims to develop a measurement tool of service quality in Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM), and consumer loyalty. A convenience sampling of 235 respondents collected from seven locations in the Lhokseumawe, Aceh. Partial least square -structural equation modeling- (PLS-SEM) was used to test the research hypotheses. The results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.DOI:10.15408/aiq.v7i1.1357
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Hardiansyah, Rahmat. "Kepuasan Konsumen Di Original Coffee Shop 107 Yogyakarta Dengan Menggunakan Metode Importance Perfomance Analysis." Gorontalo Management Research 2, no. 1 (April 13, 2019): 1. http://dx.doi.org/10.32662/gomares.v2i1.467.
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ABSTRAKKepuasan konsumen adalah perbandingan antara kinerja yang diharapkan oleh konsumen dibandingkan dengan kinerja aktual di lapangan. Ketika kinerja aktual lebih tinggi dari ekspektasi konsumen, konsumen merasa puas dan sebaliknya. Dalam bisnis Coffee Shop, kepuasan konsumen adalah salah satu faktor penting dalam menciptakan iklim bisnis yang baik. Berdasarkan wawancara dengan manajer Original Coffee Shop 107 Yogyakarta, kafe mengalami pasang surut dalam omset penjualan pada tahun 2018. Manajer kafe ingin mengevaluasi situasi tersebut. Penelitian ini bertujuan untuk mengetahui (1) Kualitas pelayanan di Original Coffee Shop 107 Yogyakarta dan (2) tingkat kepuasan konsumen di Original Coffee Shop 107 Yogyakarta dengan jumlah sampel 100 orang dalam analisis deskriptif dan metode importance performance analysis dengan menggunakan beberapa bantuan spss. Ada tujuh belas atribut yang akan menjadi alat ukur untuk kualitas pelayanan dan tingkat kepuasan konsumen. Hasil penelitian ini menemukan (1) kualitas pelayanan di Original Coffee Shop 107 Yogyakarta cukup baik, (2) bahwa dari tujuh belas atribut, ada empat atribut yang perlu ditingkatkan. Dua atribut yang harus dipertahankan. Enam atribut yang masih seimbang kinerja dengan kepentingan konsumen. Lima atribut kinerja lebih tinggi dari kepentingan konsumen. Kata Kunci : Kepuasan konsumen, importance performance analysis ABSTRACTConsumer satisfaction is a comparison between the performance expected by consumers compared to the actual performance in the field. When actual performance is higher than consumer expectations, consumers feel satisfied and vice versa. In the Coffee Shop business, customer satisfaction is one of the important factors in creating a good business climate. Based on interviews with the manager of the Original 107 Yogyakarta Coffee Shop, cafes experienced ups and downs in sales turnover in 2018. Cafe managers want to evaluate the situation. This study aims to determine (1) the service quality at Yogyakarta's Original Coffee Shop 107 and (2) the level of customer satisfaction at Yogyakarta's Original Coffee Shop 107 with a sample of 100 people in a descriptive analysis and importance performance analysis method by using a number of SPSS assistance. There are seventeen attributes that will be a measurement tool for service quality and level of customer satisfaction. The results of this study found (1) the quality of service at the Original Coffee Shop 107 Yogyakarta is quite good, (2) that out of seventeen attributes, there are four attributes that need to be improved. Two attributes that must be maintained. Six attributes that are still balanced performance with the interests of consumers. Five performance attributes are higher than consumer interests Keywords: Consumer Satisfaction, Service Quality, importance performance analysis (IPA) method
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Tubillejas Andrés, Berta, Amparo Cervera-Taulet, and Haydee Calderón García. "Social servicescape effects on post-consumption behavior." Journal of Service Theory and Practice 26, no. 5 (September 12, 2016): 590–615. http://dx.doi.org/10.1108/jstp-12-2014-0289.
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Purpose The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and consumer loyalty – in hedonic services. Design/methodology/approach A quantitative study was conducted to gather data from 867 opera-goers through e-mail with a link to a questionnaire. Hypotheses were tested using structural equation modeling based on partial least squares. The effects of the social servicescape and emotions as moderators were examined using interaction techniques. Findings The paper provides empirical support on the multidimensional configuration of the social servicescape composed by both characteristics and interactions of employees and customers. The results demonstrate significant relationships between the social servicescape and positive emotions in perceived value, satisfaction and loyalty of consumers. Positive emotions are a moderating variable, intensifying the relationship between the social servicescape and perceived value. The opposite effect in the relationship between the social servicescape and loyalty is found. Research limitations/implications Further research is required to generalize the findings to other hedonic services. Practical implications Knowledge on both social servicescape and emotional effects on consumer behavior may enable cultural managers to improve the consumption experience of performing arts attendees. Originality/value This paper fulfills a research gap in the area of social servicescape as well as the effects of emotions in hedonic services. It makes two main contributions. First, it provides knowledge on social servicescape conceptualization and measurement. Second, the moderation, by interaction effect, of emotions and social servicescape in consumer behavior are confirmed.
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Barczak, Piotr. "Differences in the perception of added value for companies and values for the customer in the supply chain." Kwartalnik Nauk o Przedsiębiorstwie 49, no. 4 (December 18, 2018): 75–82. http://dx.doi.org/10.5604/01.3001.0012.8122.
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Demand creates supply chains. They adapt to consumer behavior. Emotions, loyalty and satisfaction are important factors in supply chains. Entrepreneurs must control their emotions. Their behavior is dominated by economic factors, not emotions. Dualism of behavior in supply chains determines different methods of value measurement. The article presents a model of building added value and value for the customer in supply chains.
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Ryglová, Kateřina, Jitka Machalová, and Ida Vajčnerová. "The specification of consumer satisfaction in tourism with the use of geographic IT tools." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 58, no. 6 (2010): 433–44. http://dx.doi.org/10.11118/actaun201058060433.
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Tourism is globally considered to be one of the most prospective and dynamic economic branches. However, with respect to highly competitive environment of tourism it has to be professionally organized and managed. The presented article aims to show possibilities of interconnecting marketing tools with the potential of spatial modelling with the objective of making decision-making processes in tourism easier and more efficient (for companies, clients as well as destination managements). The paper deals with the modification of the customer satisfaction measurement model in tourism with possibilities of spatial modelling tools. In the publication the ECSI model (European Customer Satisfaction Index) is modified for the area of tourism, with respect to the fact that the obtained values of ECSI indexes can be utilized as introductory data for spatial modelling. The potential of the ECSI utilization is seen as a tool for managing decision-making processes in the area of increasing the quality of tourism services by force of a detailed analysis and quantification of customer satisfaction. If we process the date about satisfaction from monitoring CzechTourism, and if we apply the use date on described ESCI model (the part satisfaction), we see, that the visitors are the most satisfaction with helpfulness (interval 73−87 %), namely in South-Bohemian, South-Moravian, and Zlin region, at least in Midle-Bohemian region. Obtaining own data and their following application and evaluation according to the modified ESCI model for all tourist regions will be the part of a follow-up research. The aim will be to summarize recommendations for individual regions in such a way that they have enough information for more successful utilization of their potential for the development of tourism.
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Matsukuma, Cláudia Maria De Oliveira, and José Mauro Da Costa Hernandez. "ESCALAS E MÉTODOS DE ANÁLISE EM PESQUISA DE SATISFAÇÃO DE CLIENTES." Revista de Negócios 12, no. 2 (November 11, 2007): 85. http://dx.doi.org/10.7867/1980-4431.2007v12n2p85-102.
Full textAbstract:
Scales and analytical methods Abstract This study compares the use of three types of scaling methods (semantic differential, rank-order, and constant sum) and three types of data analysis methods (simple attribution of satisfaction, gap analysis, importance- satisfaction model, and multiplicative approach) for the measurement of services and products attributes satisfaction. The objective of the study is to discuss the use of different scales and data analysis tools by comparing the results provided by each of them. To test the hypotheses, data was gathered using an electronic, structured questionnaire and the snowball sampling method. The findings reveal that both scales and data analysis methods provided significantly different results. The conclusion is that scales and data analysis methods can influence the conclusions to be drawn from the same data set. Key-words: Consumer satisfaction. Client service. Marketing research.