Evaluation of the Customer Satisfaction Index for Wellhead Blowout Preventers of China’s Petroleum Industry——A new method based on PLS

This paper establishes an evaluation model of the customer satisfaction index for the wellhead blowout preventers of China＇s petroleum industry based on evaluation models of the customer satisfaction index at home and aboard, and by considering the consuming situation in China and the features of the China＇s petroleum industry. For the existence of： （1） multiple correlations among the factors in the model; （2） the variables need to be explained, but that are hard to observe; （3） the customer satisfaction degree of observation variables appears the shape of skewness or two or three peaks, the correlations between the satisfaction index and its factors cannot be described by common multiple regression. This paper uses a partial least squares （PLS） method based on principal components and typical correlative analysis to solve the problem. When PLS is used in the model of the customer satisfaction index of the wellhead blowout preventers, the latent variables and the explanation degree coefficient of the manifest variable to the corresponding latent variables are estimated by PLS path analysis, and the influencing coefficient among the latent variables in the model is estimated by PLS regression analysis. PLS is also be used to calculate and analyze the model and disclose the correlations among the structural variables as well as the correlation between structural variables and its corresponding observation variables, evaluating results of which provide useful information for petroleum industry to improve the product quality and to the enhancement of the customer satisfaction to the product.

Customers＇ Satisfaction Evaluation on Quality of Food Services Provided by the President Restaurant of the Black Sea Business Center Mangalia

Achieving competitiveness by a company requires the rejection of conservatism and immobility, or its constant adaptation to market conditions and consumer demands. This paper has proposed assessing the quality of food services in the President Restaurant performed by applying Servqual instrument designed on the basis of customer＇s expectations and perceptions on analyzed components. Over 70% of respondents have a favorable perception on the quality of services. However you can see a slight difference between perceptions and expectations regarding the serving speed, waiter＇s professionalism, hygiene of room service and inventory objects, the reason being related to the lack of staff.

The Impact of Information Technology on Service Quality,Satisfaction,and Customer Relationship Management(Case Study:IT Organization Individuals)

Recent research and studies have shown that Information Technology(IT)has a significant impact on service quality,customer satisfaction,and customer relationship development.With the proliferation and penetration of technology in all aspects of life,organizations are responding to the implications and opportunities that IT creates in relation to customer services.The main objective of using information technology in organizations is to increase customer satisfaction,service quality,and customer relationship management,which the authors will focus on here.Enhancing service quality,improving customer satisfaction,and establishing close and sustainable customer relationships are key advantages of leveraging information technology in this field.This article examines the impact of information technology on service quality,customer satisfaction,and customer relationship development and provides strategies and models for organizations to improve customer satisfaction and establish closer connections with them through the use of information technology.Seventy individuals from the IT field were used to evaluate the proposed model.The proposed model was compared with three models:SEM,regression,and decision tree,and the results demonstrated better performance of this approach.

Value of combining targeted emergency nursing with psychological nursing in children with febrile convulsions

BACKGROUND Febrile convulsions are a common pediatric emergency that imposes significant psychological stress on children and their families.Targeted emergency care and psychological nursing are widely applied in clinical practice,but their value and impact on the management of pediatric febrile convulsions are unclear.AIM To determine the impact of targeted emergency nursing combined with psychological nursing on satisfaction in children with febrile convulsions.METHODS Data from 111 children with febrile convulsions who received treatment at Nantong Maternal and Child Health Care Hospital between June 2021 and October 2022 were analyzed.The control group consisted of 44 children who received conventional nursing care and the research group consisted of 67 children who received targeted emergency and psychological nursing.The time to fever resolution,time to resolution of convulsions,length of hospital stays,Pittsburgh Sleep Quality Index,patient compliance,nursing satisfaction of the parents,occurrence of complications during the nursing process,and parental anxiety and depression were compared between the control and research groups.Parental anxiety and depression were assessed using the Hamilton Rating Scale for Depression(HAMD)and the Hamilton Rating Scale for Anxiety(HAMA).RESULTS The fever resolution,convulsion disappearance,and hospitalization times were longer in the control group compared with the research group(P<0.0001).The time to falling asleep,sleep time,sleep quality,sleep disturbance,sleep efficiency,and daytime status scores were significantly better in the research group compared with the control group(P<0.0001).The HAMD and HAMA scores for parents of children in the research group were lower than the scores in the control group after nursing(P<0.05).Compliance with treatment of children in the research group was higher than in the control group(P<0.05).Parental satisfaction with nursing in the research group was higher than in the control group(P<0.05).The total complication rate of children in the control group was higher than in the research group(P<0.05).CONCLUSION Combining psychological nursing with targeted emergency nursing improved the satisfaction of children’s families and compliance with treatment and promoted early recovery of clinical symptoms and improvement of sleep quality.

Priority of Factors Affected on Customer＇s Satisfaction in the E-Banking by Using Kano Model and Analytical Hierarchy Process： A Case of Iranian Commercial Bank

The aim of the article is to determine the extent to which customer satisfaction＇s in the e-banking in Semnan area had organizational and customer readiness for developing their services. One of the most important sectors that plays key role for grasping developed condition is banking sector. Banks like other institutions also look for augmenting their profits and increasing their strength by expansion. The designing of bank must involve selection of those that have sufficient success potential. Hence, from several factors of success, the following three criteria factors have been： selected-customer satisfied, one dimensional, and product fully functional. These factors offers three question multi criteria group extracted from a 16 norms. Also, three criteria factors have been studied over a period of five years and important criteria for evaluating the norms. The Analytical Hierarchy Process （AHP） has been employed to calculate the success potential of each norm. The empirical data comprises the longitudinal survey of the agricultural banking of the Semnan province. The paper, also, finds that product fully functional is placed as the first priority.

CSI-Model-Based Research on Factors Affecting Rate Satisfaction of Government and Corporate CustomersTaking Special-Line Products as an Example

The rate satisfaction of government and corporate customers,to which telecom companies pay special attention,is an important part of the overall satisfaction of the market segment.Focusing on specialline products and based on interview with experts and literature review,this article builds an effect model comprising four factors affecting the major government and corporate customers' satisfaction with the rate,including cost performance,discount degree,rate communication and bill composition.Besides,employing AMOS and other analytical tools,it reveals significant positive effects of the aforementioned four factors on the customer's rate satisfaction,and arranges them in sequence according to the path coefficient of each influence.Based on quantified results,this article proposes management recommendations to improve the rate satisfaction,providing basis for research on the overall rate satisfaction optimization of government and corporate customers.

Empirical Study on Customer Satisfaction Influencing Factors of Industry Application Products Based on Experiential Level Theory

The rapid development of industry application products has greatly influenced society. It has become essential for some telecommunication companies to focus on customer satisfaction with industrial products used by the government and enterprise customers. Following the review of a previous study of customer satisfaction and with the help of experiential level theory,this article attempts to establish a Satisfaction Factors Model for researching customer satisfaction with industry applications. We chose a product named "Mobile Monitor" and investigated the emotional satisfaction of 127 users and company leaders from different walks of life,and showed that 7 of the product's features affected the customers' overall emotional satisfaction. Lastly,this paper points out management implications of this application based on quantitative results. It presents a preliminary exploration program for customer satisfaction research in this specific field. The empirical research on a specific product based on experimental level theory may serve as a reference for other companies that desire to carry out similar surveys in future.

The Customer’s Satisfaction in Marketing Mix of Guangxi Wuzhou Ou Shu Liubao Tea Industry Co., Ltd.

Liubao tea has a long history in Wuzhou,Guangxi.With its unique process and high quality,Liubao tea has become a favorite commodity of Wuzhou people.At present,Guangxi Wuzhou Ou Shu Liubao Tea Co.,Ltd.into the Nanning market has many problems;based on the analysis and research of the Liubao tea market,a sample of customer satisfaction of Liubao tea marketing was analyzed according to the current situation of market research.Through comprehensive data analysis,it provides theoretical data and data support for Ou Shu Liubao Tea Co.,Ltd.and provides data reference for the development of Nanning marketing system.The research object selected in this study is the customers who have purchased Guangxi Wuzhou Ou Shu Liubao Tea in Nanning,China in 2020.Firstly,it studies and analyzes the factors that affect employee satisfaction,and comprehensively uses the relevant theories of consumer behavior(6W1H)and marketing mix(4P).Then,taking 350 consumers of Guangxi Wuzhou Ou Shu Liubao Tea in Nanning,China as the survey object,a set of scale to measure consumer satisfaction is designed.SPSS reliability and validity analysis,descriptive analysis,and other analysis methods were used to analyze the results,and hypothesis test was carried out.At the same time,on the basis of this conclusion,it provides reference for Guangxi Wuzhou Ou Shu Liubao Tea Co.,Ltd.and puts forward specific countermeasures and suggestions.

A case study of customer satisfaction for information technology solutions

There are numerous information technology solutions including hardware and software. A company that provides the solution should have knowledge of the customer needs in the purpose of sailing strategy or upgrade policy. The needs are also directly connected to the user satisfaction. However, the users have respective points of view in the needs as well as they may not identify the requirements to improve the solution. SERVQUAL can be an appropriate method to define and measure the customer satisfaction for the information technology solutions. As a case study of the customer satisfaction, the modified SERVQUAL items and scoring method are applied to a cyber-infrastructure system named CyberL ab in Korea. The measurement results of user satisfaction for CyberL ab are provided to confirm that our proposed method performs as we intended. From the results, we can score the satisfaction level of users and identify their needs in the various aspects. The total user satisfaction level for CyberL ab is scored by 88.3.

An Application of Heterogeneous Bayesian Regression Models with Time Varying Coefficients to Explore the Relationship between Customer Satisfaction and Shareholder Value

The authors propose new Bayesian models to obtain individual-level and time-varying regression coefficients in longitudinal data involving a single observation per response unit at each time period. An application to explore the association between customer satisfaction and shareholder value is included in the paper. The Bayesian models allow the flexibility of incorporating industry and firm factors in the context of the application to help explain variations of the regression coefficients. Results from the analysis indicate that the effect of customer satisfaction on shareholder value is not homogeneous over time. The proposed methodology provides a powerful tool to explore the relationship between two important business concepts.

Analysis on the Impact of Folk Custom on Targeted Poverty Alleviation

Folk custom is specific embodiment of regional economy,society and culture,which has certain impact on targeted poverty alleviation work. Under the background,by analyzing logical relationship between folk custom and targeted poverty alleviation,and combining actual work experience,its impact on targeted poverty alleviation work is summarized. Analysis results show that folk custom has an active role in poverty alleviation through education,tourism and industry,and could obstruct poverty returning to certain degree. But its dross part brings stubborn conservatism,which hinders progress of regional thinking,reduces the effect of poverty alleviation,affects local people's behavior choice,and also obstructs popularization of poverty alleviation projects. Therefore,it needs conducting necessary guide and management of folk custom in targeted poverty alleviation work,changing existing habits and customs,developing advantages and avoiding disadvantages,which could improve the accuracy of poverty alleviation,and better achieve the goal of poverty alleviation.

Deployment of Soft Skills for Effective Customer Service in the 21^stCentury Library

The advent of information communication technology in the information environment has brought dramatic changes in the way information is being handled and managed today. This wind of change engineered by ICT has also changed the information seeking behavior of users making them to place more demands on libraries. There is a need for libraries to strive to be effective in their services to customers in order to remain relevant in the information age. The paper considered the deployment of soft skills expressed in terms of staff appearance, approachability, effective communication, positive attitude, ability to cope in difficult situation, and so on, for more effective customer services in the 21st century library. The paper concluded that, effective customer service in libraries is imperative in the 21st century library as it will make library users feel important, improves learning, increases patronage, and promotes library and university image. The outcome of this paper will help the management of libraries irrespective of the type to be more effective in the services they render to their clients. This will ultimately increase patronage and clients retention.

The effect of experiential value, perceived quality and customer satisfaction on customer lifetime value： An example using Star Cruises

The current study represents an attempt at experiential value, perceived quality and customer satisfaction influence on customer lifetime value. The sampling frame consisted of Star Cruises purchases in Taiwan. The authors have collected yield 268 questionnaires, by screening out 13 questionnaires, including those missing value or incomplete answer, and finally a usable sample of 255 questionnaires were utilized in this study. The results show that experiential value, perceived quality and customer satisfaction have positive effects to customer lifetime value. Especially, experiential value has the strongest direct effect. Therefore, if resources are limited, the manager should focus on shaping the experiential value to increase customer lifetime value. Implications for marketing theory and practitioners are discussed, and possible directions for future research are sketched.

Analysis of Influence of Price to Customer Satisfaction Based on the Prediction Models

For the purpose of improvement of the sales, confirming the influence of price to the sales and customer satisfaction of the product is important. The most suitable price should be determined from the view point of customers, and it is extremely important to implement a high quality product corresponding to the real need of customers. It may have close relationship between cost and an expense to implement the individual inherent attribute of system product. Also, it may have close relationship between production cost and price of product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. In the precedent study, I have introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. In the previous study, I have also confirmed the relationship between inherent attributes of the product and quantitative result of the measured value of total customer satisfaction from the view point of six quality characteristics statistically. I performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. And, I have proposed the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product. Based on the result of previous study, in this paper, I propose the result of investigation of influence of price to customer satisfaction, and the possibility of application of estimated prediction model for improvement of the total customer satisfaction of system product based on the price of product. Also, based on the result of investigation of relationship among price and inherent attributes of product, I propose the possibility of application of estimated prediction model and improvement of the price of system product from the view point of inherent attributes of product.

Correlating Customer Satisfaction and Customer Loyalty:The Case of International Tourists in Cretan Resort Hotels

Customer satisfaction and customer loyalty are considered as a confirmation of remarkable service provision towards the customers.The formation of both constructs is viewed as a vital element which leads to the reinforcement of competitive advantage for the hotels.Various academic viewpoints are available concerning the constructs of customer satisfaction and loyalty;nevertheless,most of them indicate an opposition towards their correlation.The aim of this research was to investigate the factors that reinforce the satisfaction and loyalty levels of resort tourists and identify whether or not the two constructs are interrelated.A quantitative research methodology was applied,with the use of close-ended paper questionnaires,which were administered to international tourists staying in resort hotels in the Municipality of Hersonissos,one of the most popular tourist destinations in northern Crete.Findings confirmed a positive correlation between customer satisfaction and customer loyalty.Data also showed that food and beverage quality,location and price are considered as the most significant factors that enhance satisfaction levels,whereas emotional experiences,loyalty programs,customer service quality,and customer satisfaction were identified to have a significant impact on the formation of customer loyalty.

Exploring the Importance of Service Quality Attributes for Millennials at Boutique Budget Hotels

Millennials have a high spending power toward travel and therefore,the boutique budget hotel sector has been rapidly developing to attract this target market.However,there is not much information on what Millennials find important in service quality at these hotels,due to which it is pertinent for hoteliers to research and understand their behavior to cater to them accordingly.Therefore,this research investigates which service quality attributes Millennials find the most important in boutique budget hotels.This exploratory study reviews past literature and issuing questionnaire surveys for Millennials.This study explores the service quality dimensions within boutique budget hotels and how the dimensions further influence customer satisfaction and customer loyalty.The results obtained from the exploratory factor analysis revealed five dimensions of service quality,namely,hotel experience,staff experience,device experience,visual appeal perception,and wireless connection.Multiple regression analysis was also applied and showed that these five dimensions had a statistically significant positive influence on customer satisfaction and customer loyal.

The Effect of Service Quality on Behavioral Loyalty Through Customer Satisfaction and Attitudinal Loyalty in the 4-Star Hotel in East Java, Indonesia

This research was conducted to test and analyze the influence of service quality on behavioral loyalty through customer satisfaction and attitudinal loyalty to 4-Star Hotel in East Java.This research is a survey research.The sampling technique used is non probability sampling.Sample sizes are 200 respondents.The analysis tool used is Structural Equation Model(SEM)Analysis.The result of the research shows that hypothesis proposed in this research is accepted.Academic suggestion submitted is for research that will come dating need to be explored influence of other variables that influence behavioral loyalty.While practical suggestions submitted to business actors is for business actors to pay attention and keep the variables that effect behavioral loyalty.Especially studied in this study they are:service quality,customer satisfaction,and attitudinal loyalty.

Prediction Models for Total Customer Satisfaction Based on the ISO/IEC9126 System Quality Model

The profitability of the system product is decided on the sales of the product. Furthermore, a customer satisfaction for products quality and a price have a big influence on the sales of the product. It spends limited financial resources effectively to raise the profitability of the system product, and it is necessary to realize the high quality product correspond to the customer needs as much as possible. There may be close relationship between cost of a product and an expense to implement the individual inherent attribute of system product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. However, independency among each quality characteristic has not been sure and the suitability of method for quality requirement of system product by using these six quality characteristics could not certified statistically. In the precedent study, introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. This study have measured the customer satisfaction for the system quality from the viewpoint of six quality characteristics quantitatively and confirmed the effectiveness of the technique to evaluate. In this study, we have confirmed the relationship between inherent attributes of the product and quantitative result of a measured value of total customer satisfaction from the view point of six quality characteristics statistically. This study performed the trial to clarify the relations with the inherent attributes that quantitative result of a measurement of the customer satisfaction based on six quality characteristics by the quality model of ISO/IEC9126. In addition, this study performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. In this paper, we propose the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product.

Satisfaction of targeted poverty alleviation policies and its influencing factors based on farmers' perspective:Questionnaire survey and research on 1720 farmers in Shaanxi Province of China

Based on the first-hand data of the household survey of targeted poverty alleviation policies,five dimensions were analyzed from the residential regions,the individual characteristics,the household income characteristics,the poverty status and the farmers' relevancy to poverty alleviation policies.Through descriptive statistics and correlation analysis,the satisfaction of targeted poverty alleviation policies and its influencing factors have been inspected.It is found that the farmers,on the whole,are satisfied with the targeted poverty alleviation policies.Their satisfaction for the implementation of local poverty alleviation policies is in a moderate high level,however at the same time they expect the policies to be improved.The impoverished farmers in southern Shaanxi have higher satisfaction towards the poverty alleviation policies.Those farmers' awareness,participation,and benefit are positively related to the level of satisfaction towards policies.The implementation of the poverty alleviation from the government is not only favorable for its people,but also the country.It can greatly enhance the recognition of the government's legitimacy and local government's credibility.To formulate and implement the targeted alleviation policies,the relationship between farmers,especially impoverished farmers,and such policies should be taken into consideration.The starting point and judging criteria of poverty alleviation job should be based on questions whether the farmers know,need,and have the willing to participate in and satisfy with the policies.Those farmers' right to know,participate,benefit and judge should be protected,and it will continuously promote the efficiency of implementing poverty alleviation.

Research on service arrangement of taking senior citizens to hospital based on Customers＇ Satisfaction

In the transportation service, customers＇ specially ordered time window is not always strictly obeyed and deviation of service time from customer-ordered time window determine customers＇ satisfaction degree, which can be quantified by satisfactory function. And improved saving algorithm is proposed to solve the multi-objective model. A case study is also presented to verify effectiveness of the proposed algorithm.