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.

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.

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.

Influence of consumption experiences on customers' satisfaction:an empirical study on fresh farm products in Wuhan, China

Which factors influence customers’ satisfaction? Which way or path does each factor influence and decide customers’ satisfaction? These problems are the focuses of the research on customers’ satisfaction. This paper analyzes the survey data from some customers in the fresh farm food supermarket of Wuhan City with factor analysis method, multiple linear regression method, etc. The analysis results reveal that: 1) the consumption experiences decide custom- ers’ satisfaction degree through influencing the customers’ expectation and the perceived performance, namely the consumption experiences is the important factor which decides customers’ satisfaction; 2) the consumption experiences that influence customers’ satisfaction is a multi-dimensional construct, including such four dimensions as product consumption experience, service experience, shopping convenience experience, supermarket environment experience; furthermore, the degree that different consumption experiences influence customers’ satisfaction is diverse, and the product consumption experiences are the most important factor. This paper is of realistic significance to a certain extent to enrich the theoretical research on customers’ satisfaction and promote the practice of agricultural product marketing.

Handling of Customers Satisfaction and Assessment of Service Qualities on Commercial Bank of Ethiopia in Addis Ababa at East District

Banking sector in Ethiopia is dominant and it is a dense competent area.Due to this the bank managements tend to continually found the strategies that enables them to be competent in this dense competition.These strategies often focus on handling of customers satisfaction to be strongly compete and pooling more customers.Because,service quality is relevant to keep up their competitive advantage and improve customer satisfaction.So,this study examine the handling of customers satisfaction and assessment of service qualities on Commercial Bank of Ethiopia(CBE)in Addis Ababa at East District by applying SERVQUAL model.This study used convenient and random sampling technique to select the sample respondents and 400 respondents were selected branches of CBE in Addis Ababa at east district.The data sources for this study are primary and secondary data sources.The questionnaires are used as primary data source,which are contained SERVQUAL model and the agreements were measured by applying the five Likert point scales.The correlation result revealed that all dimensions of service quality have a strong and significant statistical relationship with customer satisfaction.The quality of service offered by CBE no meets with the expectation of customer(customers satisfied in somewhat quality service).So,the bank needs to reform service quality for satisfy and attract unsatisfied 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.

Virtual reality for preoperative patient education: Impact on satisfaction, usability, and burnout from the perspective of new nurses

BACKGROUND Traditional paper-based preoperative patient education is a struggle for new nurses and requires extensive training.In this situation,virtual reality technology can help the new nurses.Despite its potential benefits,there are studies on patient satisfaction but there is limited information on the usability of virtual reality(VR)technology for new nurses in giving preoperative education to patients.AIM To investigate the impact on satisfaction,usability,and burnout of a system using VR technology in preoperative patient education.METHODS The study involved 20 nurses from the plastic surgery ward and 80 patients admitted between April and May 2019.Each nurse taught four patients:Two using traditional verbal education and two using virtual reality.The System Usability Scale,After-Scenario Questionnaire,and Maslach Burnout Inventory(MBI)were employed to evaluate the impact of these education methods.RESULTS The VR education groups showed a statistically higher satisfaction than the traditional verbal education groups.Among the three subscales of the MBI,emotional exhaustion and personal accomplishment improved statistically significantly.VR was also better in terms of usability.CONCLUSION This study suggests VR enhances usability and reduces burnout in nurses,but further research is needed to assess its impact on depersonalization and objective measures like stress and heart rate.

Patient satisfaction and follow-up adherence to glaucoma case management clinic in China

AIM:To assess glaucoma patient satisfaction and follow-up adherence in case management and identify associated predictors to improve healthcare quality and patient outcomes.METHODS:In this cross-sectional study,a total of 119 patients completed a Patient Satisfaction Questionnaire-18 and a sociodemographic questionnaire.Clinical data was obtained from the case management system.Follow-up adherence was defined as completing each follow-up within±30d of the scheduled time set by ophthalmologists during the study period.RESULTS:Average satisfaction scored 78.65±7,with an average of 4.39±0.58 across the seven dimensions.Age negatively correlated with satisfaction(P=0.008),whilst patients with follow-up duration of 2 or more years reported higher satisfaction(P=0.045).Multivariate logistics regression analysis revealed that longer follow-up durations were associated with lower follow-up adherence(OR=0.97,95%CI,0.95-1.00,P=0.044).Additionally,patients with suspected glaucoma(OR=2.72,95%CI,1.03-7.20,P=0.044)and those with an annual income over 100000 Chinese yuan demonstrated higher adherence(OR=5.57,95%CI,1.00-30.89,P=0.049).CONCLUSION:The case management model proves effective for glaucoma patients,with positive adherence rates.The implementation of this model can be optimized in the future based on the identified factors and extended to glaucoma patients in more hospitals.

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.

Shifting the Paradigm:A Fresh Look at Physical Activity Frequency and Its Impact on Mental Health,Life Satisfaction,and Self-Rated Health in Adolescents

As adolescent mental health problems are becoming a more serious issue globally,this paper explores the relationship of physical activity in adolescents and its frequency on mental health as well as examines the mediating effects of life satisfaction and self-rated health in order to provide a reference for the promotion of mental health in adolescents.A sample of 3578 Chinese high school students completed questionnaires assessing their mental health,physical activity frequency,life satisfaction,and self-rated health.The mean SCL-90 value for adolescents was found to be 1.629%,and 24.73%of adolescents had varying degrees of mental health issue.Increased physical activity frequency is positively associated with improved mental health(p<0.001).Additionally,life satisfaction and self-rated health were found to play significant mediating roles in the relationship between physical activity frequency and mental health.Specifically,low-frequency physical activity had the most pronounced mediating effect on mental health through life satisfaction,while high-frequency physical activity exerted the most significant mediating effect on mental health through self-rated health.These findings underscore the importance of promoting physical activity among adolescents and highlight the distinct pathways through which physical activity frequency can influence mental health outcomes.Further research is needed to explore these relationships in diverse populations and settings,as well as to develop targeted intervention.

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 influence of different types of satisfaction on loyalty on C2C online shopping platform:From the perspective of sellers and the platform

With the rise and development of major types of platforms,the competition for resources has become extremely fierce,and the market share of C2C platforms has been seriously threatened by the loss of resources.Therefore,building and maintaining buyers’satisfaction and loyalty to C2C platforms is critical to the survival and sustainability of C2C platforms in China.However,the current knowledge on how platform satisfaction and loyalty are constructed in the C2C e-commerce environment is incomplete.In this study,seller-based satisfaction and platform-based satisfaction are constructed separately.We further distinguish seller-based transaction satisfaction into economic and social satisfaction and explore their antecedents and consequences.To test our research hypotheses,we conduct a survey and collect data from a real online market(Taobao website).The results show that seller-based transaction satisfaction positively affects platform-based overall satisfaction and loyalty,and that perceived product quality,perceived assurance,and perceived price fairness all have a significant effect on economic satisfaction,whereas perceived relationship quality and perceived empathy significantly influence social satisfaction.These findings help us understand the literature related to customer satisfaction in the context of C2C in China and provide inspiration for online sellers and platforms.

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.

Development and Evaluation of 3D Delivery Animation Software Designed to Improve the Mother’s and Spouse’s Satisfaction with Delivery

Purpose: To clarify the effectiveness of 3-D delivery animation software for the mother’s and husband’s satisfaction with delivery. Subjects and Method: We independently developed a software application used to display the pelvic region and explain the labor process. The study involved a collaboration with hospital staff who recruited 18 primiparous and 18 multiparous mothers who were hospitalized for delivery at Facility A. The midwife explained the process of delivery using the “Delivery Animation Software”. A self-administered, anonymous questionnaire was distributed and analyzed separately for primiparous and multiparous mothers and their husbands. Results: 1) For both primiparous and multiparous couples, both mothers and their husbands gained a significantly higher level of understanding after delivery than during pregnancy. 2) The Self-Evaluation Scale for Experience of Delivery results were as follows: “I did my best for the baby even if it was painful” was selected more often for “birth coping skills”;“reliable medical staff” was selected more often for “physiological birth process”;“the birth progressed as I expected” was selected frequently by primiparous mothers;and “the birth progressed smoothly” was selected often by multiparous mothers. 3) In terms of husbands’ satisfaction with the delivery, “I was satisfied with the delivery”, “I was given an easy-to-understand explanation”, and “They explained the process to me” was selected of primiparous and multiparous fathers. 4) All primiparous and multiparous mothers positively evaluated whether the delivery animation was helpful in understanding the process of delivery. Conclusion: The delivery animation was effective in improving the understanding and satisfaction of both the mothers and their husbands.

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.