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This study aims to analyze the extent of the influence of Brand Equity and Price on Purchasing Decisions and their Impact on Consumer Satisfaction of Shinzui Bath Soap in Ambon City. This research is a descriptive research. By using questionnaires as a data collection tool as many as 90 respondents. Sampling using purposive sampling. The data analysis method used is Partial least square using smartpls ver 3.0 including validity test and reliability test, as well as hypothesis test and model evaluation test. The results of the analysis show that brand equity is related and influential on purchasing decisions with a t-statistic value of 2,100 because it has a T-statistic value exceeding a value of >1.96, then prices are related and influential on purchasing decisions with a t-statistic value of 8,448 because it has a T-statistic value of less than >1.96 and purchasing decisions are related and affect consumer satisfaction

This study aims to analyze the extent of the influence of Brand Equity and Price on Purchasing Decisions and their Impact on Consumer Satisfaction of Shinzui Bath Soap in Ambon City. This research is a descriptive research. By using questionnaires as a data collection tool as many as 90 respondents. Sampling using purposive sampling. The data analysis method used is Partial least square using smartpls ver 3.0 including validity test and reliability test, as well as hypothesis test and model evaluation test. The results of the analysis show that brand equity is related and influential on purchasing decisions with a t-statistic value of 2,100 because it has a T-statistic value exceeding a value of >1.96, then prices are related and influential on purchasing decisions with a t-statistic value of 8,448 because it has a T-statistic value of less than >1.96 and purchasing decisions are related and affect consumer satisfaction

Purpose: E-Commerce has unleashed yet another revolution, which is changing the way businesses buy and sell products and services. New methodologies have evolved. The role of geographic distances in forming business relationships is reduced. E-Commerce is the future of shopping. With the deployment of 3G ,4G& 5G wireless communication technologies, the internet economy will continue to grow robustly. Nowadays, online marketing is a new area of marketing which play a vital role in attracting customers. Theoretical Framework: Most organizations utilize online shopping in current technology age to please consumers and also to attract additional clients. Online purchasing has a major influence on the pleasure of customers. Online shopping is the key aspect of electronic commerce, and this electronic trade guides many clients in the manner they purchase things from the business.Convenience is one of the benefits that customer gets from the e-commerce and thus increasing customer satisfaction. This is due to customer can place a purchase an order from anywhere with internet connection. E-commerce business provider should give importance on every customer by giving smooth service and many options for payment and have more functions available online. Design/Methodology/Approach: The study investigated factors influencing customer satisfaction in e-commerce. Demographic variables were analyzed alongside perceived risks and influencing factors. Findings: Findings highlight diverse influences on online purchasing behavior and varying satisfaction factors. However, no significant differences were found in risk perceptions. Education on online purchasing steps is recommended based on the results.

This study looks into how brand awareness is affected by different elements of the marketing mix in Kolkata's consumer durables market. The study looks at how product, price, location, promotion, and brand awareness relate to each other as well as how brand awareness affects consumer satisfaction as a mediator. Using a mixed-methods approach, the study gathers data from secondary sources, interviews, and surveys. The findings demonstrate that elements of the marketing mix have a favorable effect on consumer satisfaction and brand awareness. The study also reveals variations in brand recognition and awareness according to demographic factors like age, gender, employment status, educational attainment, and family income. The results indicate that concentrating on elements of the marketing mix can greatly raise consumer satisfaction and brand awareness. Businesses in Kolkata's consumer durables sector can use the study's insightful recommendations to create marketing plans that work, build their brands, and win over more devoted customers.

This study looks into how brand awareness is affected by different elements of the marketing mix in Kolkata's consumer durables market. The study looks at how product, price, location, promotion, and brand awareness relate to each other as well as how brand awareness affects consumer satisfaction as a mediator. Using a mixed-methods approach, the study gathers data from secondary sources, interviews, and surveys. The findings demonstrate that elements of the marketing mix have a favorable effect on consumer satisfaction and brand awareness. The study also reveals variations in brand recognition and awareness according to demographic factors like age, gender, employment status, educational attainment, and family income. The results indicate that concentrating on elements of the marketing mix can greatly raise consumer satisfaction and brand awareness. Businesses in Kolkata's consumer durables sector can use the study's insightful recommendations to create marketing plans that work, build their brands, and win over more devoted customers.

The basis for this study arises from the remarkable growth observed in the MSME sector of Indonesia in 2022, amounting to a total of 8.71 million units. Concurrently, the market has become more fiercely competitive. To address this situation, it is essential for MSMEs to develop marketing strategies that align with their specific business circumstances, enabling them to uphold their competitive edge and effectively contend with similar enterprises. The primary objective of this study is to assess the impact of product quality on consumer satisfaction within the Dua Elang Makmur company, utilizing quantitative research methodologies. The research sample consists of 100 consumer participants who have utilized products from Dua Elang Makmur. Data collection involves the distribution of questionnaires and direct interviews with consumers. Data analysis employs validity testing techniques, reliability tests, and chi-square tests to scrutinize the correlation between product quality variables. The research findings on the influence of product quality on consumer satisfaction at Dua Elang Makmur are substantiated by the t-count>t-table value of 235.305>1.66055, indicating statistical significance. With a Chi-square result of 0.001<0.05, it can be inferred that the alternative hypothesis (Ha) is accepted, while the null hypothesis (Ho) is rejected. In essence, this implies a discernible impact of product quality on consumer satisfaction at Dua Elang Makmur, Penelitian ini dilakukan karena pertumbuhan yang sangat positif pada Usaha Mikro, Kecil, dan Menengah (UMKM) di Indonesia selama tahun 2022, mencapai 8,71 juta unit. Seiring dengan pertumbuhan ini, persaingan di pasar juga semakin sengit. Untuk menghadapi situasi ini, UMKM perlu merancang strategi pemasaran yang sesuai dengan kondisi bisnisnya agar dapat mempertahankan keunggulan dan bersaing efektif dengan pesaing sejenis. Tujuan dari penelitian ini adalah untuk menentukan apakah kualitas produk berpengaruh terhadap kepuasan konsumen di perusahaan Dua Elang Makmur, dengan menggunakan metode penelitian kuantitatif. Sampel penelitian terdiri dari 100 responden konsumen yang telah menggunakan produk dari perusahaan Dua Elang Makmur. Pengumpulan data dilakukan melalui kuesioner yang disebar langsung dan wawancara langsung dengan konsumen. Analisis data melibatkan uji validitas, uji reliabilitas, dan uji chi-square untuk menguji hubungan antara variabel kualitas produk. Hasil penelitian menunjukkan adanya pengaruh positif kualitas produk terhadap kepuasan konsumen Dua Elang Makmur, yang terkonfirmasi dengan nilai thitung>ttabel sebesar 235.305>1.66055. Signifikansi hasil Chi-square sebesar 0.001<0.05 menunjukkan bahwa hipotesis alternatif diterima, sementara hipotesis nol ditolak. Oleh karena itu, dapat disimpulkan bahwa kualitas produk memiliki pengaruh signifikan terhadap kepuasan konsumen di perusahaan Dua Elang Makmur

This study aims to examine the effect of product innovation and service quality on consumer satisfaction and consumer loyalty. This study uses a quantitative approach with data collection methods through surveys. The questionnaire was distributed online using the Google Form with a total of 227 respondents. Respondents are consumers of the Omah Wilis coffee shop with a minimum age of 18 years in the last 3 months. Furthermore, the respondents' answers were processed using the Partial Least Square (PLS) application as well as through the Structural Equation Model (SEM) data analysis technique. The results showed that product innovation and service quality had a significant positive effect on consumer satisfaction and loyalty.

AI personalisation has emerged as a powerful tool to boost consumer satisfaction in digital experiences. Satisfaction is a multifaceted concept, encompassing the fulfilment of needs and wants and resulting in a positive emotional and cognitive state. This study describes how AI personalisation can strengthen overall satisfaction by aligning AI recommendations along with both observable needs and deeper emotional and social desires. To investigate this, a qualitative research approach was employed, utilising semi-structured interviews to gather empirical data. This method ensured comprehensive coverage of the topic while allowing for individual variation. Participants were selected through purposive sampling, focusing on those with prior experience of AI. Interviews continued until theoretical saturation was reached. Data analysis was inspired by grounded theory, using a systematic coding process. The findings reveal that consumer satisfaction with AI recommendations is influenced by added value, contextual relevance, and timing. Additionally, factors such as speed, efficiency, quality responses, accessibility, adaptive empathy, communication style and humour play crucial roles. These components demonstrate how AI personalisation can strengthen consumer satisfaction by tailoring recommendations and interactions to individual tastes and preferences.

AI personalisation has emerged as a powerful tool to boost consumer satisfaction in digital experiences. Satisfaction is a multifaceted concept, encompassing the fulfilment of needs and wants and resulting in a positive emotional and cognitive state. This study describes how AI personalisation can strengthen overall satisfaction by aligning AI recommendations along with both observable needs and deeper emotional and social desires. To investigate this, a qualitative research approach was employed, utilising semi-structured interviews to gather empirical data. This method ensured comprehensive coverage of the topic while allowing for individual variation. Participants were selected through purposive sampling, focusing on those with prior experience of AI. Interviews continued until theoretical saturation was reached. Data analysis was inspired by grounded theory, using a systematic coding process. The findings reveal that consumer satisfaction with AI recommendations is influenced by added value, contextual relevance, and timing. Additionally, factors such as speed, efficiency, quality responses, accessibility, adaptive empathy, communication style and humour play crucial roles. These components demonstrate how AI personalisation can strengthen consumer satisfaction by tailoring recommendations and interactions to individual tastes and preferences.

Lockdowns resulting from the COVID-19 pandemic forced fitness centers to quickly adapt their entire offering to an online format. The subsequent health situation facilitated the maintenance of the online offer and has been a paradigm shift for sports centers. Success in the nowadays situation requires a proper understanding of what factors influence e-service quality and how these factors behave in relation to consumer satisfaction, attitudes toward online fitness services, and behavioral intentions. This research was conducted in April 2020, with 745 participants (492 women, 253 men) completing the Carlson and O'Cass e-service quality evaluation battery. The results showed that e-service quality during the lockdowns predicted attitudes toward the digital platforms and behavioral intentions, and e-service quality predicted attitudes and behavioral intentions. However, attitudes did not predict behavioral intentions; the possible influence of subjective norms and low perceived control in this particular situation is discussed. When offering services on digital platforms, fitness service managers must take into account the importance of the quality of the e-fitness service, but also the social context in which it is offered. Psychosocial functioning in times of crisis influences users' perceived control and their future intention to use online services.

Health care services are vital to the nation, and the improved quality of care is the foundation of every progressive country. In particular, the private health care industry in South Africa has become more competitive, making customers to have a wide range of selection of providers to choose from when seeking for medical health services. It is thus important that private medical care service providers be more responsive to their patients’ needs and preferences for creating satisfied loyal customers. The purpose of this article is to understand factors that affect quality service delivery and customer perceptions in the private medical sector and thereby propose strategic intervention that private medical practitioners can adopt to improve services level provision for customers’ satisfaction. The research study focuses on determining factors that influence customers' satisfaction with private healthcare services in the Thulamela Local Municipality, Limpopo, South Africa; and also, to investigate the relationship between patient attributes and the factors that influence customer satisfaction. Analysis of the quality health care services from the patients’ viewpoint has beneficial implications for private health care services sector. In the study conducted, a philosophical approach adopted was positivism perspective in line with the quantitative method. The target population included all patients visiting the private health care service providers in the Thulamela district municipality of Limpopo, South Africa. A total of 242 customers (patients) were selected using a convenience sampling method. A self-administered questionnaire was used to collect data and the analytical tools included the descriptive analysis method. The study concludes that quality service and customer satisfaction are influenced by various determining primary factors including medical practice surrounding, receptionist’s conduct and medical doctor competencies. Further, the private medical practit

Purpose – The research aims to analyze the effect of corporate social responsibility (CSR) on sustainable performance (SP), as well as the mediating effect of organizational commitment (OC) and consumer satisfaction (CS) on this link. In addition, the variables age, size and membership of a Protected Designation of Origin (PDO) are included as control variables to increase the precision of the cause–effect relationships under study. Design/methodology/approach – A theoretical model is formulated to achieve the proposed research objectives, which is then tested by structural equation modeling (PLS-SEM) on the basis of primary data obtained from a survey of 196 Spanish wineries between September 2022 and January 2023. Findings – The findings of the research show that CSR has a positive and significant effect on the SP of wineries, demonstrating also the mediating effect of OC and CS in this link. Originality/value – There are several reasons that justify the originality of this study. First, the present research advances the knowledge and understanding of the meaning of the CSR–SP relationship of wineries. Secondly, to our knowledge, there are no previous studies that have analyzed OC and CS as measurement variables in the CSR–SP link in the wine context, so the study provides new scientific knowledge. Thirdly, to the best of our knowledge, the proposed theoretical model has not been previously tested, so the study advances the academic literature and management decisions on CSR and sustainability.

Purpose - This thesis strives to conduct a service quality evaluation of the telemedicine provider KRY to find out what factors in telemedicine service are influencing the performance the most. The research uses KRY as a reference point to find the factors in said service provider but also to help the entire industry of digital healthcare. Research design, data, and methodology - This thesis is a quantitative study that uses Parasuraman's SERVQUAL model. The thesis is conducted through the use of a questionnaire by snowball sampling 33 participants who have utilized the telemedicine provider KRY. Analysis was conducted by extracting the data ratings of the likert-scaled questionnaire and conducting a paired t-test on the data. Result - This thesis found Kry to be performing very well in terms of service quality, meeting patient expectations on all dimensions and exceeding expectations in the tangibility dimension

Producción Científica, Even though athletes’ experience has been ascertained to shape the perception of quality in sports events, scarce studies have addressed this issue jointly with the intent to join in upcoming comparable sports challenges. (1) Background: The present research investigates how the experience determines the evaluation of the championship and future intentions. (2) Methods: The PLS (SEM) method was evaluated specifically for both novice and experienced duathlon participants, and secondly, the fsQCA methodology was applied with the intention to estimate combinatorial net effects to confirm the hypothesis proposed. (3) Results reveal that the overall quality is equally important for novice and experienced individuals as a determinant of future intentions. However, novices tend to value more positively all the dimensions analyzed, while experienced ones noted higher levels of demand. (4) These findings highlight the importance of designing adequate management strategies for the participants with different levels of performance.

Research Summary: A market entrant often challenges the incumbent using creative imitation: The entrant creatively combines imitated aspects of the original with its own innovative characteristics to create a distinct offering. Using lab and field experiments to examine creative imitation in China, we find the effects of creative imitations on the originals depend on the creative imitation's quality. We explore the underlying mechanisms, and show that including a low-quality creative imitation in the retail choice set increases satisfaction with and choice of the original, while a moderate-quality creative imitation does the opposite. Moreover, creative imitation affects consumers' satisfaction with the original by influencing whether their experience with the original verifies their expectations. Our paper reveals creative imitation effects to help incumbent firms effectively address them. Managerial Summary: When the incumbent is challenged by an entrant using creative imitation, consumers may react differently to the incumbent, and understanding consumers' reactions allows the incumbent to make better strategic decisions about how to address the challenge. Using lab and field experiments, we investigate creative imitations with two quality levels common in our empirical context, low quality and moderate quality, and examine how and why they differentially affect the originals. We find the presence of a low-quality creative imitation actually increased choice of the original by enhancing consumers' satisfaction with it, while a moderate-quality creative imitation reduced choice of the original by undermining satisfaction with it. Our research suggests the incumbent should address moderate-quality creative imitations' challenges to customer satisfaction, while temporarily tolerating low-quality creative imitations.

Purpose: The United States airline industry is a highly competitive industry. Airlines could benefit from satisfied and loyal customers. This study investigates the effect of personality traits of airline consumers on satisfaction and loyalty in the U.S. airline market. Design/methodology: An online survey was constructed to measure the “big five” personality traits, service quality, satisfaction, and loyalty. Data were collected using Amazon Mechanical Turk, resulting in 624 respondents. Factor analysis was conducted using principal component extraction and varimax rotation. Findings: The results show that age, education, employment, service quality, extraversion and agreeableness are found to be significant and influence satisfaction. When examining the moderation effects of personality on the service quality and satisfaction relationship, extraversion is influential. Gender, education, and satisfaction are found to be significant and influence loyalty. Personality was found to be non-significant when examining both direct and moderation effects on loyalty. Originality/value: This research examined the big-five personality traits, often not investigated in airline satisfaction and loyalty studies. This study offers several managerial insights and theoretical implications that practitioners and researchers who are interested in airline satisfaction and loyalty might use. Further, this study may provide a foundation for future research in airline and airport satisfaction, loyalty and service quality.

Aim: The aim of the study is to examine which factors affecting hotel brand loyalty among Swedish leisure- travelers are the most central. Previous studies regarding hotel brand loyalty are lacking on the Swedish market, and therefore a research gap has been identified. The aim of the study is to be helpful regarding creating loyalty in the hotel industry. Method: The study has been conducted according to a qualitative research method using semi-structured interviews. The interviews have been transcribed and analyzed using an inductive, thematic analysis. The result is presented in a figure. Results and conclusions: The authors found that brand trust, brand image, consumer satisfaction and perceived value were the most central factors that affected hotel brand loyalty positively. Brand attitude, perceived quality and brand personality did not have a noticeable effect on hotel brand loyalty. Contribution of the thesis: The study contributes to increasing the knowledge of hotels for Swedish leisure-travelers regarding how they can create loyalty towards their brand. Suggestions for future research: The authors have identified three suggestions for future research. 1. Research how much the different factors affect brand loyalty and rank them. 2. Examine what liaison brand trust, consumer satisfaction and brand loyalty have. 3. Conduct a further developed study on brand attitudes and brand loyalty.

Bikes are one of the most ubiquitous forms of transportation in the world. Most remember their first bike ride; with it came the chance to explore their world with more freedom than ever before. Wind in hair and feet on the pedals, a man has several good reasons to climb on and take a trip. Much of the world uses bikes as a primary form of daily transportation. The craze of motorbikes among youth is increasing day by day because of some features like convenient and comfortable riding over bumpy roads, easy maintenance and fuel efficiency.

Purpose - This thesis strives to conduct a service quality evaluation of the telemedicine provider KRY to find out what factors in telemedicine service are influencing the performance the most. The research uses KRY as a reference point to find the factors in said service provider but also to help the entire industry of digital healthcare. Research design, data, and methodology - This thesis is a quantitative study that uses Parasuraman's SERVQUAL model. The thesis is conducted through the use of a questionnaire by snowball sampling 33 participants who have utilized the telemedicine provider KRY. Analysis was conducted by extracting the data ratings of the likert-scaled questionnaire and conducting a paired t-test on the data. Result - This thesis found Kry to be performing very well in terms of service quality, meeting patient expectations on all dimensions and exceeding expectations in the tangibility dimension

Aim: The aim of the study is to examine which factors affecting hotel brand loyalty among Swedish leisure- travelers are the most central. Previous studies regarding hotel brand loyalty are lacking on the Swedish market, and therefore a research gap has been identified. The aim of the study is to be helpful regarding creating loyalty in the hotel industry. Method: The study has been conducted according to a qualitative research method using semi-structured interviews. The interviews have been transcribed and analyzed using an inductive, thematic analysis. The result is presented in a figure. Results and conclusions: The authors found that brand trust, brand image, consumer satisfaction and perceived value were the most central factors that affected hotel brand loyalty positively. Brand attitude, perceived quality and brand personality did not have a noticeable effect on hotel brand loyalty. Contribution of the thesis: The study contributes to increasing the knowledge of hotels for Swedish leisure-travelers regarding how they can create loyalty towards their brand. Suggestions for future research: The authors have identified three suggestions for future research. 1. Research how much the different factors affect brand loyalty and rank them. 2. Examine what liaison brand trust, consumer satisfaction and brand loyalty have. 3. Conduct a further developed study on brand attitudes and brand loyalty.

The aims of this studies are determining the effects of trust, product quality, and brand image on consumer satisfaction at PT Batam Frozen Food. The researches samples using 100 consumers at PT Batam Frozen Food used the Cochran formula. Questionnaires are using as data collections techniques. By using SPSS 25 software, data analysis techniques include descriptive statistical tests, data quality tests, classical assumption tests, influence tests, and hypothesis testing. Based on the results of multiple linear regression, trust (X1) has an effect of 0.340 or 34% on consumer satisfaction at PT Batam Frozen Food, product quality (X2) has an effect of 0.217 or 21.7% on customer satisfaction at PT Batam Frozen Food and brand image ( X3) has an effect of 0.477 or 47.7% on consumer satisfaction at PT Batam Frozen Food. Apart from this, trust, product quality, and brand image affect consumer satisfaction at PT Batam Frozen Food by 62.7% according to the coefficient of determination data (R2). Based on the results of hypothesis testing, it was found that trust, product quality, and brand image had a positive and significant effect partially or simultaneously on customer satisfaction at PT Batam Frozen Food. &nbsp

Due to the impact of COVID-19, the nation implemented stringent measures that limited the populace's capacity to participate in physical activities. As a result of these regulations, consumers, particularly those residing in Metro Manila, have predominantly resorted to online shopping as their primary means of procuring goods. The capacity of diverse logistics enterprises to furnish door-to-door courier amenities is a key element that contributes to the triumph of door-to-door e-commerce. This service provides affordable accessibility options; however, it is accompanied by several drawbacks that significantly influence the purchasing decisions of consumers. This research study titled "Affecting Factors of E-Commerce Courier Services on Consumers' Purchasing Behavior and Satisfaction Level" aims to thoroughly examine the impact of e-commerce courier services on consumer behavior and satisfaction. The researchers aim to ascertain the demographic profile of the respondents and its impact on their purchasing behavior and satisfaction. The study aims to analyze the respondents' perceptions of courier services, consumer satisfaction, and purchasing behavior. It also seeks to identify any significant relationship between purchasing behavior and consumer satisfaction, as well as any significant differences and predictions between the two. The researchers employed distinct methodologies and approaches to conduct an in-depth investigation of this research study. The descriptive method was the research design that the researcher used. The study was conducted in Metro Manila, with a total of 385 respondents. The instrumentation and statistical treatment utilized in the study included descriptive analysis, mean and standard deviation, test of significance difference, correlation measures, and predictive analysis. The study revealed that the demographic characteristics of the participants exert a considerable influence on the determinants of e-commerce courier services that impac

Bikes are one of the most ubiquitous forms of transportation in the world. Most remember their first bike ride; with it came the chance to explore their world with more freedom than ever before. Wind in hair and feet on the pedals, a man has several good reasons to climb on and take a trip. Much of the world uses bikes as a primary form of daily transportation. The craze of motorbikes among youth is increasing day by day because of some features like convenient and comfortable riding over bumpy roads, easy maintenance and fuel efficiency.

This study used causal comparative design to determine the determinant effect of customer perception and customer expectation on customer satisfaction given the customer experience of the quality of services of DOT accredited accommodation establishments in the Province of Capiz. The results show that the tourists’ overall satisfaction using the expectations and experience gap score is less than zero (-0.0357) which means they are dissatisfied. However, their overall satisfaction using perceptions and experience gap score is greater than zero (0.0026) which means they are satisfied. The overall net satisfaction was dissatisfied (mean difference=-0.0383). Specifically, they are only satisfied in one of the five dimensions and that is empathy (mean difference = 0.037), that is they are satisfied with the establishment 24-hour operation, providing them personal attention, considering their best interests at heart, and understanding your special needs. This also means that the accommodation establishments should work more on their assurance, responsiveness, tangibility, and responsiveness.

The research objective was to analyze the results of the privatization of energy distribution in Brazil from the perspective of the residential consumer, through the analysis of the indicators: DEC, FEC, DER, FER and INS, compared with the IASC (ANEEL Consumer Satisfaction Index), from the ANEEL Ombudsman with SINDEC (National Consumer Protection Information System - Procon), with the websites Consumidor.gov.br and Reclame Aqui. The methodology was bibliographic, starting from the literature review, and, documentary, through data triangulation with the documents available in several sources, such as the websites: ANEEL, Reclame Aqui, Consumidor.gov.br and Sindec, comparing with data from complaint sites. The results indicate a positive balance in the privatization of electricity distribution, but point out flaws, as in some years the DEC and FEC occasionally fluctuate and the ranking of companies shows that the newly privatized ones have outperformed the ones privatized the longest., O objetivo desta pesquisa foi analisar os resultados da privatização da distribuição de energia no Brasil pela ótica do consumidor residencial, através da análise dos indicadores: DEC, FEC, DER, FER e INS, comparados com o IASC (Índice ANEEL de Satisfação ao Consumidor), da Ouvidoria da ANEEL com o SINDEC (Sistema Nacional de Informações de Defesa do Consumidor - Procon), com os sites Consumidor.gov.br e Reclame Aqui. A metodologia foi bibliográfica, partindo da revisão da literatura, e, documental, através de triangulação dos dados com os documentos disponíveis em diversas fontes, tais como os sites: ANEEL, Reclame Aqui, Consumidor.gov.br e Sindec, comparando com dados dos sites de reclamação. Os resultados indicam saldo positivo da privatização da distribuição de energia elétrica, mas apontam falhas, como em alguns anos pontualmente o DEC e FEC sofrem oscilações e o ranking de empresas demonstra que as recém-privatizadas possuem performance superior às privatizadas a mais tempo.

The research objective was to analyze the results of the privatization of energy distribution in Brazil from the perspective of the residential consumer, through the analysis of the indicators: DEC, FEC, DER, FER and INS, compared with the IASC (ANEEL Consumer Satisfaction Index), from the ANEEL Ombudsman with SINDEC (National Consumer Protection Information System - Procon), with the websites Consumidor.gov.br and Reclame Aqui. The methodology was bibliographic, starting from the literature review, and, documentary, through data triangulation with the documents available in several sources, such as the websites: ANEEL, Reclame Aqui, Consumidor.gov.br and Sindec, comparing with data from complaint sites. The results indicate a positive balance in the privatization of electricity distribution, but point out flaws, as in some years the DEC and FEC occasionally fluctuate and the ranking of companies shows that the newly privatized ones have outperformed the ones privatized the longest., O objetivo desta pesquisa foi analisar os resultados da privatização da distribuição de energia no Brasil pela ótica do consumidor residencial, através da análise dos indicadores: DEC, FEC, DER, FER e INS, comparados com o IASC (Índice ANEEL de Satisfação ao Consumidor), da Ouvidoria da ANEEL com o SINDEC (Sistema Nacional de Informações de Defesa do Consumidor - Procon), com os sites Consumidor.gov.br e Reclame Aqui. A metodologia foi bibliográfica, partindo da revisão da literatura, e, documental, através de triangulação dos dados com os documentos disponíveis em diversas fontes, tais como os sites: ANEEL, Reclame Aqui, Consumidor.gov.br e Sindec, comparando com dados dos sites de reclamação. Os resultados indicam saldo positivo da privatização da distribuição de energia elétrica, mas apontam falhas, como em alguns anos pontualmente o DEC e FEC sofrem oscilações e o ranking de empresas demonstra que as recém-privatizadas possuem performance superior às privatizadas a mais tempo.

Indicator report of the percentage of survey respondents who reported positive experiences with their health care experience in Utah.

Indicator report of the percentage of survey respondents who reported positive experiences with their health plan in getting care in Utah.

This paper aims to assess the quality of public road transport service provided by concessionary companies in the municipality of Belém do Pará, the largest Amazon metropolis, considering the dimensions proposed by the current theory of the SERVQUAL Model, and analyze in which dimensions the greatest gaps between expected services and services rendered occur. Data were obtained through the application of 420 forms, whose respondents belong to the population of public road transport users in the municipality and the results of perceptions and expectations obtained in the survey were compared to reach a parameter (gap) for each of the questions. It was found that the quality level of public transport in Belém of Pará is below the expected by users based on the results obtained in the survey. In all five categories analyzed, it was found that the real perception these services is lower than expected, which means that the quality of public transport services is unsatisfactory for those who use public transport in Belém and especially with the worst rate analyzed being associated with courtesy, respect for users and the idea that the employee is interested in the best for the customer. The article empirically contributes to the finding that, despite the vast knowledge of the science of quality management, the practice does not follow the standards and, from a methodological point of view, the adapted SERVQUAL method proves to be effective for conducting the analyses., Este artigo possui como objetivo avaliar a qualidade do serviço de transporte público rodoviário fornecido pelas empresas concessionárias do município em Belém do Pará, a maior metrópole amazônica, à luz das dimensões propostas pela atual teoria do Modelo SERVQUAL, e, ainda, analisar em quais dimensões ocorrem maior distanciamento entre o serviço esperado e o serviço recebido. Os dados foram obtidos através da aplicação de 420 formulários, cujos respondentes pertencem à população de usuários do transporte coletivo rodoviário do município e os resultados das percepções e expectativas obtidos na pesquisa foram comparados para se chegar a um parâmetro (gap) para cada uma das questões. Constatou-se que o nível de qualidade do transporte público de Belém-PA está abaixo do esperado pelos usuários a partir dos resultados obtidos na pesquisa. Em todas as cinco categorias analisadas, verificou-se que a percepção real dos utilizadores é menor do que a expectativa, o que significa que a qualidade dos serviços de transporte público é insatisfatória para quem usa o transporte público de Belém e, sobretudo, com o pior índice analisado associado à cortesia, respeito aos usuários e à ideia de que o funcionário está realmente interessado no melhor para o cliente. O artigo contribui empiricamente com o achado de que apesar do vasto conhecimento da ciência de gestão da qualidade a prática não aponta caminhar no mesmo sentido e do ponto de vista metodológico o método SERVQUAL adaptado mostra-se eficaz para a realização das análises.

This research on the effect of service quality and company image on customer satisfaction with seminar services was prepared using the associative method to examine two or more variables. Data collection used is questionnaire data. Every company engaged in seminar and sales services is oriented to achieve maximum profit by using minimal data sources. Therefore, marketing as a part of the company's body has a very important role for the development and survival of the company itself.Image is the most important tangible asset owned by the company. A good image can support the company's competitiveness and can also be a protection in times of crisis. Besides that, a good image can also be an attraction for executives and increase the effectiveness of marketing strategies and save operational costs.This study aims to determine how much influence service quality has on consumer satisfaction and corporate image at the Seminar Service Company. It can be seen from the results of the calculation of the correlation coefficient, which is 0.523 which means strong and the calculation of the coefficient of determination of 27.4% affects the company's image to consumers. And it can be seen from t count of 4.607 and t table of 1,978 which is greater than t count.So, by knowing the response of service quality and company image to customer satisfaction at the Seminar Service Company, it is hoped that it can provide input to satisfy consumers in improving the quality of service and company image that has been carried out.

Furniture is an essential component of a room and different rooms have different types of furniture. People can judge the types of activities in the room by looking at the furniture available in the room. Its proper arrangement can make the small apartment a comfortable place to live in and can also assist women doing home activities more effectively and efficiently, especially among working women when they come back from work and continue to do home activities. This study aims to determine the influence of consumption values on housing furniture satisfaction among working women living in an apartment in Jeddah, Saudi Arabia. The theory of consumption values by Sheth et al. (1991a, 1991b) was adopted for this study. The five dimensions of this theory, i.e., functional value, emotional value, social value, epistemic value, and conditional value were tested on the working women's satisfaction with furniture in the three major rooms of the house, kitchen, living room, and bedroom. The multi-stage sampling was employed, as a sample of 350 Saudi working women was selected from three government sectors in Jeddah, such as general education, higher education, and health. A questionnaire was sent to the respondents through their respective e-mails, and normality and reliability tests were applied to test the validity and reliability of the data collected from the respondents. In addition, a multiple regression analysis was conducted in SPSS to test the correlation between consumption values and customer satisfaction. According to the results of multiple regression analysis, it was found that conditional value, functional value, and emotional value have a significant influence on working women’s satisfaction with furniture in the living room and kitchen. On the other hand, conditional value and emotional value were found to have a positive and significant impact on working women’s satisfaction with bedroom furniture. In general, conditional, functional, and emotional values h

Indicator report of the percentage of survey respondents who reported positive experiences with their health care experience in Utah.

Indicator report of the percentage of survey respondents who reported positive experiences with their health plan in getting care in Utah.

Furniture is an essential component of a room and different rooms have different types of furniture. People can judge the types of activities in the room by looking at the furniture available in the room. Its proper arrangement can make the small apartment a comfortable place to live in and can also assist women doing home activities more effectively and efficiently, especially among working women when they come back from work and continue to do home activities. This study aims to determine the influence of consumption values on housing furniture satisfaction among working women living in an apartment in Jeddah, Saudi Arabia. The theory of consumption values by Sheth et al. (1991a, 1991b) was adopted for this study. The five dimensions of this theory, i.e., functional value, emotional value, social value, epistemic value, and conditional value were tested on the working women's satisfaction with furniture in the three major rooms of the house, kitchen, living room, and bedroom. The multi-stage sampling was employed, as a sample of 350 Saudi working women was selected from three government sectors in Jeddah, such as general education, higher education, and health. A questionnaire was sent to the respondents through their respective e-mails, and normality and reliability tests were applied to test the validity and reliability of the data collected from the respondents. In addition, a multiple regression analysis was conducted in SPSS to test the correlation between consumption values and customer satisfaction. According to the results of multiple regression analysis, it was found that conditional value, functional value, and emotional value have a significant influence on working women’s satisfaction with furniture in the living room and kitchen. On the other hand, conditional value and emotional value were found to have a positive and significant impact on working women’s satisfaction with bedroom furniture. In general, conditional, functional, and emotional values h

Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance, responsiveness, and reliability, constitute service quality. Design/methodology/approach: 248 questionnaires were collected in the first half of 2019. The antecedents of customer loyalty are explored, and the group differences between FSC and LCC are analyzed. For assessing the path model with the consideration of group variance, the Partial Least Squares Multiple Group Analysis (PLS-MGA) was adopted to analyze the differences of the estimated inter-group coefficient. Findings: Our findings suggest that service assurance, service empathy, and service reliability positively impact the value perceived. The impact of service empathy on customer satisfaction in FSC is significantly diverse from LCC. Several suggestions are provided to FSC and LCC on improving their services in view of passengers’ wants and interests. Originality/value: With the data collected at the HKIA, this study examined the relationships among service quality, perceived value, customer satisfaction, and customer loyalty and divided service quality into five dimensions. The findings show that assurance, empathy, and reliability of service quality positively affect the value perceived, and the effects of responsiveness and tangibility of service quality on perceived value are insignificant. Among the five aspects of service quality, assurance, reliability, responsiveness, and tangibility of the service quality are the pre-conditions of customer satisfaction. However, only the reliability of service is the antecedent of customer loyalty. Besides, the value perceived positively affects customers to be satisfactory and loyal. Furthermore, satisfaction degree also significantly influences the degree of customers’ loyal, Peer Reviewed

This research on the effect of service quality and company image on customer satisfaction with seminar services was prepared using the associative method to examine two or more variables. Data collection used is questionnaire data. Every company engaged in seminar and sales services is oriented to achieve maximum profit by using minimal data sources. Therefore, marketing as a part of the company's body has a very important role for the development and survival of the company itself.Image is the most important tangible asset owned by the company. A good image can support the company's competitiveness and can also be a protection in times of crisis. Besides that, a good image can also be an attraction for executives and increase the effectiveness of marketing strategies and save operational costs.This study aims to determine how much influence service quality has on consumer satisfaction and corporate image at the Seminar Service Company. It can be seen from the results of the calculation of the correlation coefficient, which is 0.523 which means strong and the calculation of the coefficient of determination of 27.4% affects the company's image to consumers. And it can be seen from t count of 4.607 and t table of 1,978 which is greater than t count.So, by knowing the response of service quality and company image to customer satisfaction at the Seminar Service Company, it is hoped that it can provide input to satisfy consumers in improving the quality of service and company image that has been carried out.

Purpose: The purpose of this study is to demonstrate how to use customer spontaneous comments to identify which aspects influence the overall customer satisfaction with restaurant services from a nonlinear perspective. Design/methodology/approach: The authors collected data from 399 spontaneous comments about a chain of fast-food restaurants in Brazil. The comments are freely available on the TripAdvisor portal and were extracted and classified according to seven dimensions related to the quality of services: tangibles, reliability, responsiveness, assurance, empathy, quality of the food and price. Next, the authors combine the critical incident technique (CIT) and the penalty-reward contrast analysis (PRCA) to investigate the nonlinear relationship between service quality assessment and overall customer satisfaction. Findings: The method of integrating CIT with PRCA explains 64.7% of the variation in the customer's assessment of the services provided (R2Adj = 0.647). This shows that spontaneous comments from customers are related to their overall satisfaction with the service provided. Besides, the findings suggest that consumers tend to comment more about positive than negative experiences regarding aspects related to food, attendants' empathy and service assurance, and more negative comments about aspects related to responsiveness and price. However, it was found that negative comments have a stronger influence on overall satisfaction than positive comments. Originality/value: Using comments available for free on the Internet and evaluating how positive and negative comments can jointly influence customer satisfaction, the proposed methodology demonstrates how restaurants can use their customers' spontaneous comments to identify critical aspects to be managed and improved. To the best of authors’ knowledge, this is the first study presenting how restaurants can use customer spontaneous comments, freely available on the internet, to identify the relevance of diffe

Prior works on Kuwaiti banks showed that local banks face numerous challenges. An example of such challenges is customer shift to foreign banks. A key reason behind this challenge is the lack of effective digital banking services, which results in lower levels of customer satisfaction and hence customer loyalty. As a result, research in this regard emphasized that local banks should understand customer needs in order to maintain a long relationship with their customers. Previous studies underlined the importance of CRM in elevating customer loyalty, technology innovation in boosting customer relationships, and customer empowerment in enhancing customer loyalty. However, no empirical evidence was found in the literature on the influence of CRM on customer loyalty in the presence of technology innovation and customer empowerment. Therefore, the main purpose of the current research was to examine the influence of technology innovation and customer empowerment in the relationship between CRM and customer loyalty in Kuwaiti local banks. This research applied a quantitative methodology to test the relationship between variables. Convenience sampling method was used to select the right respondents for the survey using questionnaires. However, 413 valid questionnaires were collected from the 460 distributed questionnaires to customers of the Kuwaiti local banks. Adapting the Structural Equation Modelling (SEM), a structural model was constructed to test five main hypotheses including four sub hypotheses by IBM AMOS Version 22.0. The results revealed that CRM as measured by information sharing, customer involvement, knowledge management, and technology-based CRM exerted a significant influence on customer loyalty. Specifically, it was found that all dimensions of CRM had significant influences on customer loyalty. On the other hand, there was a significant causal relationship between CRM and technology innovation. Additionally, CRM has a significant direct effect on technolo

Prior works on Kuwaiti banks showed that local banks face numerous challenges. An example of such challenges is customer shift to foreign banks. A key reason behind this challenge is the lack of effective digital banking services, which results in lower levels of customer satisfaction and hence customer loyalty. As a result, research in this regard emphasized that local banks should understand customer needs in order to maintain a long relationship with their customers. Previous studies underlined the importance of CRM in elevating customer loyalty, technology innovation in boosting customer relationships, and customer empowerment in enhancing customer loyalty. However, no empirical evidence was found in the literature on the influence of CRM on customer loyalty in the presence of technology innovation and customer empowerment. Therefore, the main purpose of the current research was to examine the influence of technology innovation and customer empowerment in the relationship between CRM and customer loyalty in Kuwaiti local banks. This research applied a quantitative methodology to test the relationship between variables. Convenience sampling method was used to select the right respondents for the survey using questionnaires. However, 413 valid questionnaires were collected from the 460 distributed questionnaires to customers of the Kuwaiti local banks. Adapting the Structural Equation Modelling (SEM), a structural model was constructed to test five main hypotheses including four sub hypotheses by IBM AMOS Version 22.0. The results revealed that CRM as measured by information sharing, customer involvement, knowledge management, and technology-based CRM exerted a significant influence on customer loyalty. Specifically, it was found that all dimensions of CRM had significant influences on customer loyalty. On the other hand, there was a significant causal relationship between CRM and technology innovation. Additionally, CRM has a significant direct effect on technolo

Indicator report of the percentage of survey respondents who reported positive experiences with their HMO in Utah.

The importance of fantasy as playful and imaginative consumption has been long noted by consumer researchers, often seen as the creation of extraordinary worlds that engage the consumers and provide them a pleasurable diversion and escape from the ordinary. While companies are increasingly coming to realise the value of fantasy and storytelling in engaging consumers and changing their emotions, behaviour, and brand perceptions, however, extant research in marketing are limited to brands and servicescapes that are marketed with an authentic story about the brand’s history or cultural stories. In addition, extant research focus on consumers’ engagement with stories presented in forms of texts, movies, and advertisements, with limited research conducted on the effects of storytelling through servicescape atmospherics. This thesis examined whether consumers experience narrative engagement in servicescapes that are designed based on fantasy stories, and how engagement with stories in servicescapes influences consumers’ emotions, behaviour, and brand personality perceptions. As consumers’ responses to a story differ depending on the story character they empathise with, this thesis, further, examined how empathy with positive (versus negative) story characters affects consumers’ subsequent responses in fantasy designed servicescapes. A sequential mixed-methods research design was employed in this thesis to address the research questions. Accordingly, the thesis begins by an exploratory qualitative enquiry conducting semi-structured in-depth interviews with retail design experts in Study 1 to understand circumstances in which implementing a fantasy story for design will be worth the effort, how the servicescape atmospherics are manipulated to present a given story, and the affective, behavioural, and brand responses designers aim to evoke in consumers in fantasy servicescapes. The researcher conducted semi-structured in-depth interviews with consumers in Study 2 to understa

Communicative activities have played a significant role in second language teaching and learning. However, using information gap effectively remains to be one of the key challenges of such activities to encourage a meaningful information exchange between learners. Moreover, personality type affects the way people respond to stimuli and their preference for learning. The study aims to investigate the effect of information gap activity (IGA) on the speaking performance of extrovert and introvert EFL female students in Rumah, Saudi Arabia. Specifically, this study investigates the effect of implementing communicative activities (information gaps) on extrovert and introvert learners, as well as the reactions and perceptions of students towards these activities. This research employed a mixed-methods design using an embedded experimental model with a quasi-experimental non-equivalent control group. Seventy-five students at a second intermediate school in Saudi Arabia were selected purposively for experimental and control groups. Eysenck Personality Questionnaire was used to identify extrovert and introvert students in both groups. Then, twenty information gap sessions were carried out and data were collected using three quantitative and qualitative instruments: English language speaking pre- and post-tests, classroom observations, and focus group discussions (FGD). The result of the effect of IGA on the experimental group was 3.07, while the effect of IGA on the control group was 1.23. In addition, the results of the independent samples t-test for the experimental group for fluency, grammar, pronunciation, vocabulary, interaction, and content of speaking performance after treatment were significant with p values less than 0.05, which indicated that the students’ speaking performance improved after implementing IGA in the classroom. Meanwhile, the results from ANOVA indicated that there was a statistical difference between the extroverted and introverted students in the e

Ensuring customer satisfaction is the key to a successful retail business. The process of attracting new customers always involves more money, time and energy. In order for a company to retain existing customers and build relationships with them, one of the basic tasks is to know the factors and levels that affect their satisfaction. In the current situation of COVI-19, this poses even greater obstacles and challenges. In order to identify the company's ability to ensure competitiveness in a crisis situation, the authors have set the goal of the research to study the factors influencing retail consumer behavior under COVID-19 circumstances. This study will provide retail businesses with an understanding of the need for consumer relationship management in a restricted situation. From the scientific point of view, the authors have analyzed the theoretical aspects and summarized the approach to the understanding of buyers' behavior in crisis conditions. As a result of the research, the authors conclude that even in crisis situations, companies can manage the relationship with consumers and shape the attitude of buyers, which can be one of the tools for ensuring competitiveness.

Indicator report of the percentage of survey respondents who reported positive experiences with their HMO in Utah.