Multi-Objective Cold Chain Path Optimization Based on Customer Satisfaction

To improve customer satisfaction of cold chain logistics of fresh agricultural goods enterprises and reduce the comprehensive distribution cost composed of fixed cost, transportation cost, cargo damage cost, refrigeration cost, and time penalty cost, a multi-objective path optimization model of fresh agricultural products distribution considering client satisfaction is constructed. The model is solved using an enhanced Elitist Non-dominated Sorting Genetic Algorithm (NSGA-II), and differential evolution is incorporated to the evolution operator. The algorithm produced by the revised algorithm produces a better Pareto optimum solution set, efficiently balances the relationship between customer pleasure and cost, and serves as a reference for the long-term growth of organizations. .

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.

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.

Modeling customer satisfaction for bus rapid transit in Changzhou, China

This paper aims to develop a customer satisfaction model for bus rapid transit （BRT）. Both the socio-economic and travel characteristics of passengers were considered to be independent variables. Changzhou BRT was taken as an example and on which on-board surveys were conducted to collect data. Ordinal logistic regression （OLR） was used as the modeling approach. The general OLR-based procedure for modeling customer satisfaction is proposed and based on which the customer satisfaction model of Changzhou BRT is developed. Some important findings are concluded： Waiting sub-journey affects customer satisfaction the most, riding sub- journey comes second and arriving station sub-journey has relatively fewer effects. The availability of shelter and benches at stations imposes heavy influence on customer satisfaction. Passengers＇ socio-economic characteristics have heavy impact on customer satisfaction.

A Support Vector Machine-based Evaluation Model of Customer Satisfaction Degree in Logistics

This paper presents a novel evaluation model of the customer satisfaction degree （CSD） in logistics based on support vector machine （SVM）. Firstly, the relation between the suppliers and the customers is analyzed. Seondly, the evaluation index system and fuzzy quantitative methods are provided. Thirdly, the CSD evaluation system including eight indexes and three ranks based on one-against-one mode of SVM is built, last simulation experint is presented to illustrate the theoretical results.

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.

Research on Optimal Delivery Days and Customer Satisfaction Based on Quality Costs

Customer satisfaction is an important index to evaluate the competitiveness and efficiency of an enterprise. Every enterprise is confront with the subject of supplying with the customer satisfactory products at the lowest costs and the highest manufacturing speed. Regarding the delivery days of a coach company as a design variable, this paper builds up an optimization model of customer satisfaction, and suggests an effective method to reduce costs and increase customer satisfaction based on analysis and research.

The Relationship Among E-service Quality Dimensions, Overall Internet Banking Service Quality, and Customer Satisfaction in the USA

The purpose of this paper is to examine the relationships of e-service quality dimensions with overall internet banking service quality, and its effect on customer satisfaction in the USA banking industry. The proposed instrument dimensions are identified based on a questionnaire survey conducted in the US. Based on an extensive review of literature, this paper proposed eight dimensions for measuring overall internet banking service quality and its subsequent effect on customer satisfaction. Also, this research uses American internet banking users as survey targets for its empirical studies. The results show significant relationships among the e-service quality dimensions （efficiency, fulfillment, system availability, privacy, assurance/trust, site aesthetics, responsiveness, and contact）, overall internet banking service quality, and customer satisfaction. Little attention has been given in the literature to understanding of the e-service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. This paper empirically examines the relationships among the eight e-service quality dimensions, overall internet banking service quality, and customer satisfaction. The findings are important to enable bank managers to have a better understanding of the key e-service quality dimensions of internet banking that affect customer satisfaction. The primary limitations of this study are the scope and size of its sample.

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.

Identifying Existing Bus Service Condition and Analyzing Customer Satisfaction of Bus Service in Dhaka City

Bus systems provide a versatile form of public transportation with the flexibility to serve a variety of access needs throughout an urban area. Efficient operation of the public transport is a key factor for the improvement of living condition in Dhaka city. Transport service performance should be assessed from the passengers’ perspectives to evaluate these perceptions in transportation planning. The exploration of service quality of bus is essential in order to provide a better service in future. The objective of this research is to access overall customer satisfaction in public bus transport of Dhaka city. A questionnaire survey was conducted in five locations in Dhaka city. Bus users’ satisfaction was analyzed by discrete choice logit model towards quality, reliability, safety and security and service provided by buses functioning in Dhaka city. The result indicated that more than half of the respondents believed that the present condition of bus service is not satisfactory. In case of the quality of buses, people think that the body and sitting arrangement of the buses are uncomfortable. Regarding the safety and security condition, main three reasons of dissatisfaction of passengers’ are unsafe driving practices, poor boarding and alighting facilities and lack of law enforcing agencies surveillance. Reasons which make the service unsatisfactory include irregular service provided by buses, regular overcrowding, lack of good standard buses and lack of cleanliness. In spite of these negative views, users’ possessed a positive attitude for buses which is the low travel cost.

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 Empirical Analysis on the Relationships Between Service Quality and Customer Satisfaction in the Malaysian Healthcare Services

The purpose of this paper is to examine the relationships between service quality （SQ） and customer satisfaction （CS） in the Malaysian healthcare system. The study is significant due to the environmental pressures such as the demographic changes, the aging of populations, the emergence of new treatments and technologies, and the increased insistence on grater quality of service. A service satisfaction survey was conducted among visitors （either patients or their relatives and friends） that visited hospitals （both public and private） in 10 regions in Malaysia. A total of 1,000 questionnaires were distributed purposively to these visitors, of which 925 questionnaires were returned for further analysis, yielding a response rate of 92.5 percent. The study found that among the eight dimensions of SQ tested, safety measures were not at all significantly related to CS as compared with the other seven dimensions. On a detailed note, the quality satisfaction of customers is very much influenced by infrastructure （0.121）, clinical care （0.601）, and trustworthiness of the hospitals （0.139）. Also as noted, the time satisfaction of customers is influenced by personnel quality （0.102）, administrative procedures （0.562）, and trustworthiness of the hospitals （0.168）. Whilst the cost satisfaction of customers is influenced by administrative procedure （0.101）, corporate image （0.130）, social responsibility （0.315）, and trustworthiness of the hospitals （0.261）. On overall, the findings of this study suggest that trustworthiness and administrative procedures are the two most important factors that influence satisfaction of customers that the Malaysian healthcare industry should take a good care of.

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.

Online Advertising and Customer Satisfaction of E-Tailing Firms in Nigeria

This study examined the Impact of Online Advertising on Customers Satisfaction of E-tailing Firms in Nigeria. A survey research design was adopted. The source of data used in this study was mainly primary data from the issuance of questionnaire and secondary data from the review of relevant literature bothering on both variables which formed the basis for the argument. Out of a total of three hundred and eighty four (384) copies of questionnaire distributed, two hundred and eighty five (285) copies was used for analysis and analyzed using Spearman’s Rank Order Correlation Coefficient with the help of Statistical Package for Social Sciences (SPSS). The findings of the study reveal amongst others that there is a positive and strong relationship between online advertising and customers’ satisfaction;and online advertising significantly affects customer satisfaction. The study concludes that online advertising influenced satisfaction of the customers to a strong extent. However, online advertising is a key determinant of customer satisfaction as it is considered as a point of interaction between customers and the company from which they buy their products. A heuristic model was proposed to show our contribution to knowledge that the relationship between e-mail marketing and measures of customer satisfaction is very strong and is moderate on all other tested hypotheses. And the study recommends that advertising managers of e-tailing firms must develop and formulate e-mail marketing programs that will satisfy the needs of consumers and advert should be placed on stations and places where consumers can easily identify with them and make a purchase. Suggestions for further studies were outlined.

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.

Influencing factors of customer satisfaction towards ride-sharing

Based on the SOR model, this paper constructs the model of the influence factors of ride-sharing customer satisfaction, and takes Didi Chuxing users as an example for empirical research. The analysis shows that the reference group and interpersonal interaction have significant impacts on customer satisfaction through four dimensions, namely perceived usefulness, perceived ease of use, perceived travel risk and perceived service quality, while the impact of perceived platform risk on customer satisfaction is not significant. Meanwhile environmental awareness moderates the relationship between customer perceptions and their satisfaction.

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.