Intelligent Measuring and Improving Model for Customer Satisfaction Level in e-Government

2005 ◽  
pp. 38-48 ◽  
Author(s):  
Tae Hyun Kim ◽  
Kwang Hyuk Im ◽  
Sang Chan Park
Keyword(s):  
Customer Satisfaction ◽  
Satisfaction Level

A Study on Customer Satisfaction on Commercial Banks in Theni District

2018 ◽  
Vol 5 (2) ◽  
pp. 41
Author(s):  
G. Pooranam ◽  
K. Nandhini
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Commercial Banks ◽  
Banking System ◽  
Modern State ◽  
Satisfaction Level ◽  
Important Place ◽  
Study Find ◽  
Modern Economy ◽  
Economic Objective

Banks play a very important role in the economic development of every modern state and country. Banks operate at the heart of the modern economy. Today’s Business is continually looking for ways to achieve a competitive advantage. Banks essentially are a social organization which rendering financial services to subserve socio-economic objective of the society. Banking system occupies an important place in nation’s economy. In this study, find out the customer satisfaction level of the Commercial banks in Theni District.

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

scholarly journals Measuring Client Satisfaction Level From Migration Manual Reconciliations system to Automatic Reconciliations system In Bank Danamon Indonesia Using Kano Model

2019 ◽  
Vol 6 (2) ◽  
Author(s):  
Rizaldi Rizaldi
Keyword(s):  
Customer Satisfaction ◽  
Product Development ◽  
Client Satisfaction ◽  
Banking Industry ◽  
Satisfaction Level ◽  
Operational Environment ◽  
Kano Model

In banking industry, reconciliation software can help you rise to a range of regulatory, business and operational challenges. In this new, challenging operational environment, an automated reconciliation strategy has proved to be a mandatory system to help reduce costs and risk, to achieve compliance and improve transparency, efficiency and scalability. But migrating system is a big project, And like other big projects, sometimes the result are not satisfactory, to measure client satisfaction on this project, we use Kano Model to measure it, a theory of customer satisfaction and product development developed by Professor Noriako Kano in 1980.

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

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

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

Exploring the Blockchain Technology Application in the Chinese New Retail Business Model

2019 ◽  
pp. 86-102
Author(s):  
Yuhong Li ◽  
Nachiappan Subramanian
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Business Model ◽  
Satisfaction Level ◽  
Supply Chain Security ◽  
Technology Application ◽  
Blockchain Technology ◽  
Retail Business ◽  
Business Application ◽  
Potential Risks

While the new retail is revolutionizing retailing in China, the supply chain of the new retail has a few problems or potential risks which will decrease the customer satisfaction level. However, the implementation of one of the cutting-edge technologies—the blockchain—can revolutionize the supply chain of the new retail in China. This qualitative piece uses multiple interviews to find out the specific outcomes blockchain will make for the supply chain of the new retail in China. The major contribution is to fill the gap of the academic literature as well as the business application and such as the new retail in China to increase supply chain security and efficiency with blockchain.

Customer Satisfaction on Social Media Marketing in Malaysian Hospitality Industry

2021 ◽  
pp. 228-263
Author(s):  
Joanna Pei Yi Kong ◽  
Alex Hou Hong Ng
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Hospitality Industry ◽  
Social Media Marketing ◽  
Social Technology ◽  
Satisfaction Level ◽  
The Social ◽  
Business Efficiency ◽  
Social Media Tools

Customer satisfaction plays an important role in achieving the competitive advantage and ensures to bring success to the organizations. Nowadays, people tend to use technologies in boosting the revenue of their businesses as well as to promote the products and services. Therefore, this chapter is focusing on the factors that drive the satisfactions of the customers on the social media marketing in the hospitality industry in Malaysia. The research gaps have been identified on Malaysia's customer satisfaction on social media marketing in the hospitality industry. Hence, the objective of this research is to explore three factors that influence the satisfaction level of the customers on the technologie in the social media, namely social technology approach, social media tools, and socia media engagement. Last but not least, this study will also provide the researchers and managers with strategic plan in order to enhance the business efficiency.

scholarly journals Service Quality Dimensions Influencing Online Buying Satisfaction Level of Customers in the Kathmandu Valley

2019 ◽  
Vol 4 (2) ◽  
pp. 70-80
Author(s):  
Raunak Bohra ◽  
Puja Tamang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Relationship ◽  
Information Quality ◽  
Data Gathering ◽  
Kathmandu Valley ◽  
Satisfaction Level ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Online Buying

This paper examines the factors influencing customer’s online shopping buying satisfaction level inside the Kathmandu Valley. It establishes a relationship between service quality dimensions with customer satisfaction in Nepalese online buying through correlation analysis. Seven service quality dimensions were selected for this research. They are information quality, usability, reliability, responsiveness, assurance, transaction security and personalisation. Data gathering was carried out developing a structured questionnaire which was distributed both through online and printed form using a convenience sampling method. The study has analysed the responses of 160 online shoppers (aged above 18 years) residing in the. The study confirms the absence of significant relationship between website usability and responsiveness while shows a positively significant relationship between other service quality (SERVQUAL) dimensions taken for this research. The proposed model in this study helps to ascertain the factors that influence online buying satisfaction level. Further, study concludes that while shopping online, websites with good layout and interaction helps promote customer satisfaction. Similarly, website reliability such as timely delivery of products, being truthful about its offerings, and fast delivery are considered as important elements for customer satisfaction.

Online banking adoption

2015 ◽  
Vol 33 (6) ◽  
pp. 760-785 ◽  
Author(s):  
Pallab Sikdar ◽  
Munish Makkad
Keyword(s):  
Customer Satisfaction ◽  
Five Factor Model ◽  
Online Banking ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Intention To Use ◽  
Satisfaction Level ◽  
Content Type ◽  
Proposed Model ◽  
The Impact

Purpose – The study considers a five-factor model toward online banking adoption in the context of banking customers in India and validates the proposed model. In addition, the authors consider the impact of validated factors on overall satisfaction of customers. Design/methodology/approach – A five-factor online banking adoption model has been tested for reliability and validity by confirmatory factor analysis. For determining contribution of factors toward overall satisfaction level of banking customers structural equation modeling has been adopted. Four explanatory variables have been used to assess the overall satisfaction level of online banking users. A structured questionnaire incorporating variables identified from literature has been used as survey instrument for the study. Final respondent sample was 280 banking customers. Findings – Trust, Usage Constraint, Ease of Use, Accessibility and Intention to Use as reliable and valid factors determining internet banking adoption among customers in India. Accessibility, Usage Constraints, Intention to Use portrayed strong and significant relationship with overall customer satisfaction. Trust and Ease of Use are relatively weaker and insignificant contributors toward overall customer satisfaction. Originality/value – The existing studies in the context of e-banking in general and online banking in particular have been majorly confined to proposing key drivers toward adoption of such alternate banking mediums. By providing an insight towards satisfaction level of customers adopting online banking the proposed model attempts to fill this gap. As the study relates to banking customers in India, findings will be of particular value to domestic and foreign banking entities looking to leverage technology as a tool to attain stronghold with an emerging economic set-up.

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