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Shallots are easily damaged and require proper post-harvest handling to extend their shelf life and increase their economic value. Agro-industry can turn shallots into fried onions that are long-lasting and ready for long-term consumption. The development of a small shallot industry needs to consider consumer behavior to identify market preferences. This research uses a quantitative descriptive approach and the SEM-PLS method to analyze the factors that influence the marketing mix on purchasing decisions and satisfaction. The results show that marketing mix aspects such as product, price, promotion, people, process, and physical evidence have a positive impact on purchasing decisions and consumer satisfaction of fried shallots in Malang City. The strategy that companies can implement is to focus on improving product quality, affordable prices, effective promotions, good customer service, easy purchasing processes, and convincing physical evidence so that they can increase purchasing decisions and consumer satisfaction. [ABSTRACT FROM AUTHOR]

This research aims to analyze how big the influence of variable website quality, price perception and sales promotion is towards consumer satisfaction of Shopee in South Jakarta. The research of using primary data obtained from the deployment of as many as 100 people questionnaire the Consumer Agency's logistics Feats Rides with multiple linear regression Methods are processed using the software SPSS version 23.0. The results showed that the quality of the website, the perception of price and sales promotion simultaneously had a positive and significant effect on customer satisfaction. [ABSTRACT FROM AUTHOR]

Purpose: Drawing on the stimulus–organism–response framework, this study examined the environmental stimuli driving tourists' internal, or organismic, states. In addition, the authors investigated the association of the identified organismic variables with the response variables during the COVID-19 pandemic. Specifically, the study examined how the associations between tourists' anticipation of recovery and the national government's smart governance, on one hand, and tourists' desire to travel domestically, their attitude toward domestic travel and their willingness to exhibit prosocial behaviors, on the other, further drive the satisfaction they derive from domestic travel. Design/methodology/approach: The authors used an online questionnaire to collect self-report, single-wave data from individuals residing in India, an emerging market (N = 421). Findings: The findings demonstrate (1) the association of anticipated recovery on the desire to travel and prosocial behavior; (2) the association of smart governance on attitude (although negative); (3) the association of desire, attitude and prosocial behavior on satisfaction; and (4) the lack of any moderation effect for perceived severity. Originality/value: This study is the first empirical study to investigate the impact of tourists' perceptions and dispositions and the efficacy of the national government on tourists' desire to travel domestically and on their satisfaction with domestic travel. The findings can help emerging market multinationals and global brands engage better with domestic consumers in emerging markets within the context of the current pandemic. In addition, the findings can help to prepare these players to handle future disruptions caused by global health contingencies. [ABSTRACT FROM AUTHOR]

This study explores the impact of perceived quality, brand attitude, consumer satisfaction, and the marketing mix on word‐of‐mouth innovation (WOMI) in the organic skincare industry in Thailand. Systematic random sampling was used in 2023 to select 453 organic skincare users whose questionnaire was expert‐validated and tested. Investigating these interconnected factors, the research contributes to consumer behavior and innovation theories. It reveals crucial links, notably between brand attitude and perceived quality, expanding theoretical frameworks. Beyond theoretical advancements, the study provides actionable insights for entrepreneurs, marketers, and policymakers. Recognizing the pivotal role of consumer reviews in driving WOMI, industry stakeholders can enhance product quality, tailor marketing strategies, and foster innovation. Bridging theory and practice, this research empowers stakeholders to make informed decisions, adapt strategies, and contribute to the growth of the organic skincare sector. In conclusion, the study enhances theoretical understanding while offering practical implications, fostering a symbiotic relationship between academic knowledge and industry advancements. [ABSTRACT FROM AUTHOR]

This study delves into the intricate relationship between gender and consumer satisfaction with eco-friendly products. Through a comprehensive analysis, it explores the level of customer awareness regarding environmentally sustainable products and investigates how gender influences satisfaction levels. The research aims to provide valuable insights into consumer behavior and preferences in the context of green purchasing decisions. This study contributes to a deeper understanding of the factors shaping consumer attitudes towards eco-friendly products by uncovering gender-based disparities in awareness and satisfaction. The study aims to shed light on the complex interrelations between gender, awareness, and satisfaction, thus contributing to a more nuanced understanding of the factors shaping consumer attitudes towards eco-friendly products. The findings of this research underscore the significance of gender as a determinant factor in both consumer awareness and satisfaction with eco-friendly products. Moreover, the study reveals notable disparities between genders in awareness levels, with implications for marketing strategies and environmental initiatives promoting sustainable consumption. Additionally, the correlation between gender and satisfaction levels highlights the importance of tailored approaches to meet the distinct preferences and needs of different demographic groups. Ultimately, this study serves as a valuable resource for businesses, policymakers, and environmental advocates seeking to foster greater consumer engagement and satisfaction in the realm of eco-friendly products. [ABSTRACT FROM AUTHOR]

Copyright of Gazdalkodas is the property of Herman Otto Intezet Nonprofit Kft. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Background: Telehealth use has increased considerably in the last years and evidence suggests an overall positive sentiment towards telehealth. Twitter has a wide userbase and can enrich our understanding of telehealth use by users expressing their personal opinions in an unprompted way. This study aimed to explore Twitter users' experiences, perceptions and expectations about telehealth over the last 5 years. Methods: Mixed‐methods study with sequential complementary quantitative and qualitative phases was used for analysis stages comprising (1) a quantitative semiautomated analysis and (2) a qualitative research‐led thematic analysis. A machine learning model was used to establish the data set with relevant English language tweets from 1 September 2017 to 1 September 2022 relating to telehealth using predefined search words. Results were integrated at the end. Results: From the initial 237,671 downloaded tweets, 6469 had a relevancy score above 0.8 and were input into Leximancer and 595 were manually analysed. Experiences, perceptions and expectations were categorised into three domains: experience with telehealth consultation, telehealth changes over time and the purpose of the appointment. The most tweeted experience was expectations for telehealth consultation in comparison to in‐person consultations. Users mostly mentioned the hope that waiting times for the consultations to start to be less than in‐person, more telehealth appointments to be available and telehealth to be cheaper. Perceptions around the use of telehealth in relation to healthcare delivery changes brought about by the COVID‐19 pandemic were also expressed. General practitioners were mentioned six times more than other healthcare professionals. Conclusion/Implications: This study found that Twitter users expect telehealth services to be better, more affordable and more available than in‐person consultations. Users acknowledged the convenience of not having to travel for appointments and the challenges to adapt to telehealth. Patient or Public Contribution: An open data set with 237,671 tweets expressing users' opinions in an unprompted way was used as a source for telehealth service users, caregivers and members of the public experiences, perceptions and expectations of telehealth. [ABSTRACT FROM AUTHOR]

This study aims to determine the influence of perceived service quality, price fairness, and consumer satisfaction on consumer loyalty towards Starbucks's consumers. This study uses primary data and the data used in this study were obtained. The data in this study were processed using the Structural Equation Model - Partial Least Square (SEM-PLS) version 4. This study used a sample of 105 respondents Starbucks's consumers who were from Jakarta and bought at least one product from Starbucks once a month. The results of SEM-PLS analysis with the t-test and P value in this study show that Perceived Service Quality and Price Fairness have a positive and significant effect on Consumer Satisfaction, Perceived Service Quality and Price Fairness have a positive and significant effect on Consumer Loyalty through Consumer Satisfaction as a mediator, Price Fairness and Consumer Satisfaction have a positive and significant effect on Consumer Loyalty. Meanwhile Perceived Service Quality has no significant effect on Consumer Loyalty. [ABSTRACT FROM AUTHOR]

Introduction: This study aims to contribute to understanding factors that explain consumers' preferences for banking institutions. We specifically explored the roles of Corporate Social Responsibility (CSR)--targeted primarily at Environmental causes and secondarily at Social causes--on corporate image (CI), consumer satisfaction (CS) and consumer loyalty (CL). We tested whether integrating a CSR description with an emphasis on environmental causes into the bankmarketing strategy would positively affect CI, CS and CL. We also inspected the effect of online banking vs. direct human contact, and perception of price fairness, as well as that of the consumers' demographic variables. Methods: A survey was carried out online, with 322 international respondents recruited through social networks. Participants were randomly directed to one of eight different bank conditions, each combining descriptions where Environmental and social CSR, Price fairness, and direct human contact with the clients varied. After reading the bank description participants filled out a questionnaire that addressed their perception of the bank's CI and their projections of CS and CL. Results and discussion: Results indicated that participants favored the banks that included CSR as part of their description, with the perception of price fairness being the second critical factor in the respondents' CI, CS, and CL. Direct human contact vs. remote banking did not play a role in the participant's ratings of the bank, which is in line withmore current studies. We concluded that businesses in the banking sector enhance their global reputation when investing in environmental and social CSR. [ABSTRACT FROM AUTHOR]

Promoting green transportation development in the context of electric–carbon market synergy can help promote sustainable transport and tackle climate change. The sharing economy has given rise to innovative and successful business models in recent years. To occupy current and potential markets, many enterprises that participate in sharing economy activities have engaged in a fiercely competitive environment. It is an important way for enterprises to generate profits and improve competitiveness by encouraging consumers' continuous consumption or stimulating repurchase intentions. This study investigates the effects of consumer satisfaction on consumer repurchase intention (CRI) and how such effects are moderated by the consumer's risk perception and sustainability awareness in the case of ride-sharing services, which are viewed as a mode of green transportation service. The results of a survey of 358 Chinese consumers who have used ride-sharing services suggest that transaction-based and experience-based satisfaction have positive and significant effects on the CRI of ride-sharing services. Moreover, the results indicate that consumer risk perception negatively moderates the relationships between satisfaction and CRI, while consumer sustainability awareness plays different roles depending on the type of satisfaction (transaction-based versus experience-based). Finally, implications and suggestions for future studies are discussed. [ABSTRACT FROM AUTHOR]

The purpose of this research is to determine the influence of service quality and customer trust on customer perceptions. The population in this study was 1,855,253 consumers with a sample of 68 respondents taken using a probability sampling approach with a simple random sampling technique. Multiple regression is used to test the hypothesis. The research results show that there is a significant influence between service quality and customer trust on customer perceptions at Samsat Surabaya. [ABSTRACT FROM AUTHOR]

In the sustainable economy, consumer preferences are gradually beginning to prioritize environmentally friendly products and services. A sustainable economy is directly linked to the growth of consumer welfare and the environmental culture. The success of environmental projects is largely determined by approaches to the management of complex interconnected objects, which operate in developed industrial regions. In this regard, we formulate the purpose of this study, which is to generalize approaches to and to improve the mechanisms of the ecological branding of the industrial complex of a region through conscious ESG transformation. For this purpose, we have studied the statistics and principles of the management systems of Kazakhstani companies and their stakeholders. The focus was on the Pavlodar industrial region, where metallurgical production, petrochemicals, the agro-industrial sector, the banking sector, and logistics hubs are developed. The vision and the mechanisms that can influence the development of the export potential of products with an "ecological brand" were studied. A survey of export-oriented organizations helped to identify the behavioral attributes of the "new generation eco-consumer", namely, a conscious desire to reduce the negative impact of production and economic activities on the environment. The theoretical significance of this study helps to reveal the influence of the ecological principles of the organization of modern production on the speed of transition to green technologies. Its practical significance is seen in the formation of a system for measuring the level of readiness of companies to promote the ecological branding of a region's industry outside its country. [ABSTRACT FROM AUTHOR]

Modern healthcare arena is witnessing a paradigm shift from a generic provider-dominated approach to a more consumer-centric culture. This paper examines the intricacies of health consumerism that emerge from this shift by leveraging consumer (patient) experience (PX) as an antecedent of consumer engagement (PG) to assess resulting satisfaction and behavioral intention. Here, both PX and PG dimensions are modeled as second-order (reflective-formative) constructs entailing distinct primary dimensions. Applying the Partial Least Squares Structural Equation Modeling (PLS-SEM) method, the results empirically validate the conceptual assertions and reveal the importance of service experience and consumer engagement in creating an optimal service ecosystem. [ABSTRACT FROM AUTHOR]

Copyright of Indonesian Journal of Business & Entrepreunership is the property of IPB University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This study set out to ascertain, using customer satisfaction as an intervening variable, the impact of the independent variables--such as brand image, product quality, and promotion--on the dependent variable of consumer loyalty. This study was carried out in the Bekasi Regency's Superindo. This study employed a quantitative methodology. Primary data obtained through a questionnaire were used in this investigation. The Accidental Sampling technique was the sampling strategy employed in this investigation. The population under investigation comprises all Superindo clients. 221 respondents served as samples for this study, which was determined by using the table that Isaac and Michael created to determine the number of samples. The analysis process makes use of path analysis, multiple linear regression analysis, and descriptive quantitative analysis. The data was processed using SPSS version 25, a programme for data analysis. The results of the study indicate that brand image, product quality, and promotion all positively and significantly affect consumer satisfaction, either simultaneously or in part. In Superindo Bekasi Regency, these factors also positively and significantly affect customer loyalty to Indomie products. [ABSTRACT FROM AUTHOR]

The study focuses on evaluating the level of customer satisfaction of the Kaufland retailer using the SERVQUAL method. Through a comprehensive analysis, various aspects of the quality of services provided by Kaufland will be examined, including reliability, responsiveness, assurance, empathy, and tangible aspects of the shopping experience. Respondents were surveyed through a specially designed questionnaire to assess their perceptions and expectations regarding service quality. The conclusions obtained will provide insight into how Kaufland satisfies its customers and will offer valuable suggestions for improving the shopping experience and customer loyalty within their chain of stores. [ABSTRACT FROM AUTHOR]

Copyright of Iraq Journal of Market Research & Consumer Protection / Al-Mağallaẗ al-ʿIrāqiyyaẗ li-Buḥūṯ al-Sūq wa-Ḥimāyaẗ al-Mustahlik is the property of Republic of Iraq Ministry of Higher Education & Scientific Research (MOHESR) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Intercontinental Journal of Sport Management / Revista Intercontinental de Gestão Desportiva is the property of Revista Intercontinental de Gestao Desportiva and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

For consumers making health decisions, Wikipedia is a popular source for health information. This study investigated major factors influencing consumer satisfaction with Wikipedia medical/health articles. Using a crowdsourcing method, data were collected from 322 adults who read/edit English Wikipedia medical/health articles and reside in the US. The results showed that the presentation of information was the most influential factor. Trustworthiness was the second most important factor for consumer satisfaction with the quality of information, followed by reliability, and topic coverage. Study participants did not consider other factors such as accuracy and currency to be crucial factors. Moderating effects of the control variables such as editing experience with Wikipedia articles, gender, and age were also examined to enhance the internal validity of the study. Implications for the Wikipedia editor community and researchers, and directions of future research are presented.

The present study examined the anticipated technology service quality of private commercial banks in Bangladesh, with a particular emphasis on the satisfaction of e-consumers regarding the banking technologies and services offered by their respective banks. Three hundred fifty-five data were administered using a structural equation modeling technique to examine the hypothesis. The results indicated three technology service quality dimensions exhibited a positive and statistically significant relationship with consumers' satisfaction with banking services. The remaining two dimensions (Responsiveness and Empathy) displayed a negative but significant association. In the context of technology service quality and technology satisfaction, it was observed that all factors except ‘Reliability,’ ‘Responsiveness,’ and ‘Empathy’ exhibited a statistically significant positive association with technology service quality during the pandemic situation. This research provides a new perspective for countries sensitive to and committed to enhancing their green development in banking strategies by embracing technological advancements, particularly during challenging circumstances like a pandemic.

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.

This research aimed to examine the influence of positive emotional experiences in electronic word of mouth on consumer satisfaction, brand reputation and consumer loyalty of Kopi Janji Jiwa. The object of this research is Kopi Janji Jiwa consumer loyalty. Respondents in the research were 266 people who knew about and had purchased Janji Jiwa Coffee. Sampling was carried out using a purposive sampling technique and data collection using a 5-point Likert scale. Data analysis was carried out using the Structural Equation Modeling (SEM) method with SmartPLS software version 3.3.2 and SPSS version 26. The results of this research show that consumer satisfaction, electronic word of mouth and brand reputation positively influence Kopi Janji Jiwa consumer loyalty. The variables of positive emotional experience, electronic word of mouth and consumer satisfaction influence brand reputation positively. Positive emotional experiences influence consumer satisfaction and electronic word of mouth positively. Meanwhile, the consumer satisfaction variable does not influence the electronic word of mouth of Kopi Janji Jiwa. The mediation results showed that consumer satisfaction, electronic word of mouth and brand reputation mediate the relationship between positive emotional experiences and Kopi Janji Jiwa consumer loyalty.

Food labels and storytelling are marketing tools used by the food industry to highlight and communicate important product characteristics to consumers. By using these tools, food companies can influence consumers’ attitudes toward the product and potentially the likelihood of purchase. In the present study, we investigated how storytelling about an innovative and sustainable organic beef production system influenced participants’ preference and acceptance of a veal steak product and, further, if some information characteristics were more important than others for consumer satisfaction. Without being aware that the samples were identical, participants (n = 224) tasted two veal steak samples: one steak sample was presented with information about the production system, and the other without information. Results showed that when the steak sample was presented with product information, compared to without information, it received significantly higher hedonic ratings (overall liking, liking of flavor, and liking of texture). This was likewise reflected in a greater preference for the steak sample when presented with product information. Furthermore, product information was found to positively impact the participants’ satisfaction with the steak sample regardless of their preference. Overall, our results suggest that the use of storytelling about the innovative and sustainable product system for veal steaks can positively influence consumers’ attitudes toward the product.

The purpose of this study is to carry out a diagnostic analysis of the quality management system (QMS) in the Romanian call center industry In order to achieve this goal, the method of selective research was used, carrying out an investigation in the relevant companies. The sample was made up in such a way that the condition of representativeness in relation to the general community of the call-center industry is fulfilled. The questionnaire contained questions regarding the elements (processes) from which is compose quality management system, because the diagnosis must be made by analyzing the elements that from which the QMS is compose. In the second chapter, the QMS diagnosis was presented, analyzing the four elements that, according to the specialized literature, make the quality management system The third chapter analyzes the current status of quality management system implementation in the call center industry. Through the diagnostic analysis, the QMS dysfunctions most frequently faced by the call center industry were identified. Knowing the causes that determine nonquality, remedial and quality improvement solutions presented in the conclusions section were formulated.

Quality service plays an important role in shaping customer satisfaction, but it is also closely related to creating profits for the company. The purpose of the study is whether service quality affects customer satisfaction, whether price affects customer satisfaction and whether service quality and price affect customer satisfaction. The analysis method used is descriptive analysis and multiple linear regression. This research was conducted in relation to the context (implementation of service quality, price and customer satisfaction). In addition, the theoretical gap (detailed perspective on each dimension) left by previous research. The results showed that service quality and price affect customer satisfaction at Café Gartenhutte Trawas. Quality and price show a multiple correlation 0.809 which shows a strong relationship between the independent variable and the dependent variable. This research has implications for businesses that should use their websites to convey information and offer the best customer service to increase perceived value.

With the increasing popularity of e-commerce live streaming, understanding purchase intentions for cultural heritage products in this context is crucial, prompting the analysis based on the ABC attitude theory. This study investigates how creative products of intangible cultural heritage influence consumers' purchase intentions within the framework of e-commerce live streaming. It further explores the mediating influence of consumer satisfaction in this association, utilizing the ABC attitude theory. The research design encompasses dimensions related to creative products of intangible cultural heritage, e-customer satisfaction, and purchase intention. Confirmatory factor analysis and Structural Equation Modeling (SEM) are utilized to examine the research hypotheses. The study reveals that perceived product quality, perceived interactivity, and professionalism among streamer factors, as well as perceived entertainment among scene factors, positively influence consumer satisfaction. Additionally, intangible cultural heritage has a positive effect on consumers' purchase intention toward creative products of intangible cultural heritage. Furthermore, consumer satisfaction serves as a mediating factor in the relationship between perceived product quality, perceived professionalism and interactivity, perceived entertainment, and consumers' purchase intention. This study is limited to creative products of intangible cultural heritage and involved a relatively small sample size. Moreover, certain perceptual dimensions of e-commerce live streaming were excluded from the analysis. Originality/value – This study contributes to the existing literature on the ABC theory by developing a model that examines consumer satisfaction and purchase intention. The model employed in this study integrates perceptual dimensions pertaining to creative products of intangible cultural heritage within the framework of e-commerce live streaming, utilizing the ABC theory. Additionally, this research contributes to addressing a gap in the existing literature by specifically focusing on the category of creative products of intangible cultural heritage within the broader discourse on dimensions in e-commerce live streaming. Thus, this study presents numerous diverse perspectives that can serve as a basis for further research into the integration of e-commerce live streaming and cultural and creative products associated with intangible cultural heritage.

The purpose of this study is to analyze the effect of 4P’s marketing mix (product, price, place, promotion) on consumer satisfaction and analyze the effect of satisfaction on consumer loyalty. This research involves quantitative data collection by distributing questionnaires to a purposively selected sample of 100 consumers of Jeruk Pecel Tulen soy sauce in Surabaya City. The analysis method used is the PLS-SEM (Partial Least Square – Structural Equation Modeling). The results showed that the 4P’s marketing mix variables have a positive relationship with consumer satisfaction, but not all of them have a significant effect. The variables of product and price have a positive and significant effect on satisfaction, while the variables of place and promotion do not have a significant effect on the satisfaction of consumers. Furthermore, satisfaction has a positive and significant effect on consumer loyalty of Jeruk Pecel Tulen soy sauce. The limitation of this study is that other variables can measure customer satisfaction and loyalty besides the marketing mix. However, conducting this research can provide insights for future research in helping companies build stronger relationships with consumers, increase consumer loyalty, and ultimately drive business growth. Keywords: Marketing Mix; Consumer Satisfaction; Consumer Loyalty

Abstract Background Telehealth use has increased considerably in the last years and evidence suggests an overall positive sentiment towards telehealth. Twitter has a wide userbase and can enrich our understanding of telehealth use by users expressing their personal opinions in an unprompted way. This study aimed to explore Twitter users' experiences, perceptions and expectations about telehealth over the last 5 years. Methods Mixed‐methods study with sequential complementary quantitative and qualitative phases was used for analysis stages comprising (1) a quantitative semiautomated analysis and (2) a qualitative research‐led thematic analysis. A machine learning model was used to establish the data set with relevant English language tweets from 1 September 2017 to 1 September 2022 relating to telehealth using predefined search words. Results were integrated at the end. Results From the initial 237,671 downloaded tweets, 6469 had a relevancy score above 0.8 and were input into Leximancer and 595 were manually analysed. Experiences, perceptions and expectations were categorised into three domains: experience with telehealth consultation, telehealth changes over time and the purpose of the appointment. The most tweeted experience was expectations for telehealth consultation in comparison to in‐person consultations. Users mostly mentioned the hope that waiting times for the consultations to start to be less than in‐person, more telehealth appointments to be available and telehealth to be cheaper. Perceptions around the use of telehealth in relation to healthcare delivery changes brought about by the COVID‐19 pandemic were also expressed. General practitioners were mentioned six times more than other healthcare professionals. Conclusion/Implications This study found that Twitter users expect telehealth services to be better, more affordable and more available than in‐person consultations. Users acknowledged the convenience of not having to travel for appointments and the challenges to adapt to telehealth. Patient or Public Contribution An open data set with 237,671 tweets expressing users' opinions in an unprompted way was used as a source for telehealth service users, caregivers and members of the public experiences, perceptions and expectations of telehealth.

Unit-linked insurance (PAYDI), Indonesia's top-selling life insurance product, has driven industrial growth in the last two decades through effective agent marketing. However, its complexity, blending protection, and investment have drawn criticism for consumers’ detriment and increasing complaints about insurance agent practices. This study aimed to achieve critical objectives by examining consumer perceptions of agent-provided service quality and distinguishing between active and lapsed policyholders as a measure of loyalty. It also seeks to construct a model that delineates the impact of service quality on consumer satisfaction and loyalty with information asymmetry as a moderating variable. This study used a cross-sectional research design, and gathered data through electronic questionnaires distributed to PAYDI insurance consumers. Purposive sampling was used to select participants, resulting in 159 respondents meeting the study’s criteria. Data analysis was conducted using Partial Least Squares Structural Equation Modelling (PLS-SEM). These findings underscore the critical influence of agent reliability and empathy on consumer satisfaction with information asymmetry emerging as a key moderator between satisfaction and loyalty. These results imply that reinforcing agent training in reliability, empathy, and efforts to minimize information asymmetry significantly enhances consumer satisfaction and loyalty in the insurance sector. This research suggests that companies should develop a Key Performance Indicator (KPI) and incentives for agents to enhance both customer acquisition and post-purchase services, ensure transparent information sharing, and set measurable satisfaction targets such as the Net Promoter Score (NPS). Future studies should focus on operational diversity and alternative proxies of firms.

The XYZ Beauty Clinic has many branches throughout Indonesia, including the Metropolitan Mall (MM) Bekasi branch, which has been established since 2011. Over time, the XYZ MM Clinic has faced various challenges, such as a decrease in the frequency of customer visits. This study aims to analyze consumer perceptions, factors that affect consumer satisfaction and loyalty, and the level of satisfaction and loyalty of XYZ Beauty Clinic consumers. The study used a cross-sectional design. The sampling technique used purposive sampling involving 152 respondents who were at least 17 years old and had visited at least twice in the last year. Data were processed quantitatively using SEM-PLS, Customer Satisfaction Index (CSI), and Customer Loyalty Index (CLI) to test the hypotheses and measure the level of consumer satisfaction and loyalty. The results indicated that consumer perception with low satisfaction and low loyalty are consumers who work as entrepreneurs, consumers who earn less than 5 million a month, as well as consumers who live in Tangerang and Bogor. The marketing mix that affects consumer satisfaction includes product, promotion, process, people, and physical evidence. Customer satisfaction affects customer loyalty. The level of customer satisfaction shows satisfactory results and the level of customer loyalty shows loyal results. Based on the research results, clinics are advised to prioritize consumer groups with low perceptions of satisfaction

IntroductionThis study aims to contribute to understanding factors that explain consumers' preferences for banking institutions. We specifically explored the roles of Corporate Social Responsibility (CSR)—targeted primarily at Environmental causes and secondarily at Social causes—on corporate image (CI), consumer satisfaction (CS) and consumer loyalty (CL). We tested whether integrating a CSR description with an emphasis on environmental causes into the bank marketing strategy would positively affect CI, CS and CL. We also inspected the effect of online banking vs. direct human contact, and perception of price fairness, as well as that of the consumers' demographic variables.MethodsA survey was carried out online, with 322 international respondents recruited through social networks. Participants were randomly directed to one of eight different bank conditions, each combining descriptions where Environmental and social CSR, Price fairness, and direct human contact with the clients varied. After reading the bank description participants filled out a questionnaire that addressed their perception of the bank's CI and their projections of CS and CL.Results and discussionResults indicated that participants favored the banks that included CSR as part of their description, with the perception of price fairness being the second critical factor in the respondents' CI, CS, and CL. Direct human contact vs. remote banking did not play a role in the participant's ratings of the bank, which is in line with more current studies. We concluded that businesses in the banking sector enhance their global reputation when investing in environmental and social CSR.

Purpose: Academics and managers scour to understand which perceived quality factors are paramount to consumers during their restaurant experiences and how they influence their emotions, satisfaction, propensity to loyalty and electronic word-of-mouth (eWOM). However, previous studies are divergent regarding the impacts of satisfaction on eWOM. This survey aims to (a) investigate the impacts of perceived quality by restaurant consumers on positive emotions, negative emotions and satisfaction; (b) verify the impacts of satisfaction on the propensity to loyalty and eWOM; (c) test whether the consumers' behavioural engagement in the SNS (CBE-SNS) moderates the relationship between satisfaction and eWOM. Design/methodology/approach: This survey included 416 university students in Peru who completed an electronic form about their experiences at à la carte restaurants. PLS-SEM tested the hypothetical model based on S-O-R Theory (Mehrabian and Russell, 1974). Findings: The perceived quality by consumers regarding their restaurant experiences positively impacts satisfaction and positive emotions and negatively affects negative emotions. Satisfaction strongly influences the propensity to loyalty but weakly the eWOM. The CBE-SNS moderates the intensity of the relationship between satisfaction and eWOM. Originality/value: This study is the first to concomitantly test the relationships between perceived quality, positive and negative emotions, satisfaction, the propensity to loyalty, e-WOM and CBE-SNS. Consumer engagement moderates the relationship between satisfaction and eWOM. Accordingly, to stimulate positive eWOM, restaurants must provide their customers with experiences with high perceived quality, impacting their satisfaction, emotions and propensity for loyalty, and developing strategies to increase CBE-SNS. [ABSTRACT FROM AUTHOR]

Background: The Saudi Ministry of Health makes continual efforts to provide high-quality preventive services through a large network of primary health care (PHC) centers. Patient satisfaction is integral to measuring health outcomes and the quality of these services. Methods: We searched the Cochrane, EMBASE, and Google Scholar databases for studies investigating patient satisfaction with PHC services in Saudi Arabia in the past 10 years. The risk of bias and heterogeneity across the included studies were assessed with Newcastle Ottawa scale and I2 test, respectively. Review Manger version 5.311 was used for data analysis with the random effect model. The quality of evidence of each outcome was measured with the GRADE approach. Results: The review included 3302 Saudi residents from six observational studies conducted in different regions of Saudi Arabia. Most studies included in the review had low risk of bias regarding the studied domains. The review indicated moderate overall satisfaction with PHC services (77.00%) among participants. More than 60% of the participants (63.11% and 82.59%) were satisfied with the continuity and communication of PHC services, respectively, whereas, less than half (41.73% and 46.92%) were satisfied with the accessibility of the PHC services and the health education provided at these centers. Moreover, low satisfaction was found among older patients and those with low educational levels. Other sociodemographic factors did not determine patient satisfaction. Conclusion and Recommendations: This review indicated a moderate level of overall patient satisfaction with respect to the targeted satisfaction level for Saudi Ministry of Health 2023 PHC services of 85%. Additional efforts and continuing evaluation by health care providers will be crucial to address the weaknesses in PHC services. [ABSTRACT FROM AUTHOR]

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Background: The logistics industry is keen to meet customer expectations, which in turn supports trade by enhancing business competitiveness and promoting economic development. Logistics companies realized that fulfillment of customer needs has a significant effect on their business survival, their sales and ultimately their profits. This research analyzes the variables that influence customer satisfaction with parcel delivery services in the Kingdom of Saudi Arabia (KSA), particularly the SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The research also examined whether national culture affects customer perceptions of parcel delivery services in KSA or not. Methods: The research collected data using a self-administered survey, which was directed at a sample of customers in the KSA, who had recent experience with parcel delivery services. Results: The results of statistical analysis showed that the best predicators of customer satisfaction are reliability, followed by the dimensions of empathy, then tangibility and finally responsiveness. In addition, the results showed significant differences in customers' overall satisfaction between Saudis and non-Saudis. Saudis were more satisfied with the service than non-Saudis were. Conclusions: This research showed the key role of national culture in perceiving parcel delivery service quality in KSA. The findings provide important messages to the administrators of the logistics services in KSA, which have become crucial for the Saudi Vision 2030. They need to customize their service according to customer needs and provide regular training for their staff to be supportive, reliable and have the credibility to deliver services as promised. [ABSTRACT FROM AUTHOR]