Camilleri, M. A. (2021). E-commerce websites, consumer order fulfillment, and after-sales service satisfaction: The customer is always right, even after the shopping cart check-out. Journal of Strategy and Management. Web.
The article involves a study that attempts to identify the leading aspects of online service delivery in electronic commerce. According to the author, creating websites that enable customer satisfaction by considering elements like website functionality, security, and attractiveness is essential. These strategies will make the users, who are composed of the customers, appreciate the effort made to enable customer satisfaction. The author conducts a study with 430 participants to participate in a survey aiming to understand the participant’s satisfaction when using online websites. Regarding customer satisfaction, the author determines that most consumers value e-commerce websites and their associated fulfillment capabilities. The author’s initial assumption is that improved website features play a crucial role in increasing customer satisfaction.
Essabbani, S. (2022). Banking Customer Service Satisfaction. University of Bridgeport
The author addresses the concept of customer service satisfaction in the banking sector. The article begins by pointing out that the aspect of customer service satisfaction in the banking industry has attracted significant attention in the last decades. Due to this, any company that attempts to evaluate and implement customer satisfaction strategies must start with understanding the specifics of customer delivery to their respective companies. According to the article, the selected models will help clarify different theories concerning customer satisfaction. The research presented by the report demonstrates that an effective customer satisfaction model needs to adopt independent variables, including service quality, organizational experience, and customer service. This highlights that all organizations must consider this to develop a reliable customer satisfaction strategy.
Feine, J., Morana, S., & Gnewuch, U. (2019). Measuring service encounter satisfaction with customer service chatbots using sentiment analysis. Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI2019).
The article pursues to measure customer satisfaction in the contemporary business environment using chatbots and sentiment analysis. The author begins by defining chatbots as software-based systems that help interact with humans by adopting text-based languages. The system adopts its algorithms to determine the extent of assessing customer service satisfaction among customers. According to the article, a significant downfall of adopting this approach is that organizations undergo the challenge of evaluating this system’s services since most of its strategies are limited to post-interaction assessments that are predominantly biased. In this case, the article attempts to demonstrate the specific downfalls of the chatbot, which is bias, in determining customer satisfaction.
Ha Nam Khanh, G. (2020). Customer satisfaction at Tiki. vn e-commerce platform. Journal of Asian Finance, Economics and Business, 7(4), 173-183.
As the title suggests, the article pursues to assess customer satisfaction at Tiki, particularly its online platform. The study’s primary objective is to identify the underlying elements that influence customer satisfaction at the organization’s e-commerce platform. Additionally, the study attempts to assess the level of influence of the factors presented. The article points out that the leading factors that affect customer satisfaction at the organization and other companies that adopt online platforms a web design, security issues of the websites, customer service, and trust between the company and the customer. The results further present substantial differences in customer service satisfaction in terms of age, gender, and income levels of the customers.
Luo, Y., Wang, W., & Sakura, W. (2019). Factors affecting service innovation, customer value toward customer satisfaction: Case on health care industry. Revista de Cercetare si Interventie Sociala, 64, 213-222. Web.
The authors explore the primary factors influencing customer value to ward customer satisfaction in the healthcare sector. It begins by highlighting that stiff competition among contemporary organizations and the increased environmental changes force healthcare organizations to face competitive product prices. The problem affects the ability of healthcare institutions and other organizations to ensure adequate customer satisfaction. The article emphasizes that changes in time and space have resulted in significant changes in customer services, calling for organizations to adjust along with the existing economic development. The authors conclude that in the current service age, businesses need to complete service value from the customer’s perspective to realize the objective of customer satisfaction. This approach requires organizational leaders to understand the needs of the customers to enable customer satisfaction.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. Web.
The authors’ primary objective is to create relatively new knowledge to enable an enhanced understanding of the leading dimensions of electronic service quality that influence customer satisfaction. The article further attempts to illustrate the influence of e-service on customer behavior and trust by building on past literature on online service delivery to the customer. It evaluates the effect of customer satisfaction on client behavior like the influence of customer conviction and behaviors like site revisit and repurchase intention. The study concludes that customer service is virtually unrelated to general e-service quality and that e-service quality relates to overall customer behavior. The article concludes by urging businesses and organizations to consider different product segments to ensure measurement strategies are realized as expected.
Saneva, D., & Chortoseva, S. (2020). Service quality, customer satisfaction, and customer loyalty: Testing a structural equation model. Calitatea, 21(179), 124-128.
The article examines the relationship between customer loyalty, customer service satisfaction, and service quality in current businesses, specifically fast-food restaurants. The authors used 148 well-structured questionnaires to obtain the necessary feedback for analysis. The results, which are comprised of customer satisfaction feedback, are assessed using the perception of customer service in twenty-nine attributes that are allocated in six different dimensions, including customer loyalty. The research concludes that there is a significant influence of service quality on customer service satisfaction in many businesses today. Therefore, this shows that the set model could be adopted to implement changes in the service quality level and customer service satisfaction.
Shen, J., & Tang, C. (2018). How does training improve customer service quality? The roles of transfer of training and job satisfaction. European Management Journal, 36(6), 708-716. Web.
The authors explore the leading roles associated with the transfer of training among employees and how it relates to the link between customer services. Data from two hundred and thirty employees and supervisors were collected and evaluated using a structural equation approach to realize factual conclusions. The results demonstrate that training significantly influences customer service quality by utilizing the transfer of training among employees. Additionally, the study in the article determined that training affects the transfer of training both directly and indirectly. This concern is realized by the intervention of job satisfaction that partly mediates the existing relationship between the quality of customer service and transfer of training, using specific theories like goal setting theory and social exchange theory.
Xiao, X. (2022). E-commerce customer service satisfaction survey and intelligent customer service development suggestion research. Journal of Education, Humanities and Social Sciences, 2, 381-386. Web.
The author introduces the concepts of the article by highlighting that in past years, the number and scale of e-commerce platforms have increased significantly. By exploring the state of customer service satisfaction among most companies, the author comes up with essential intuitions that help to address and improve this crucial business element. One concern pointed out is that it is critical to optimize customer service systems to improve the quality of customer services, irrespective of the business and industry. The article drives its conclusions by carefully exploring relevant secondary data to collect substantial data for evaluation. The author concludes that organizations can benefit from developing e-commerce platforms and physical and adopting strategies like enhancing the employees’ capabilities through training.
Zouari, G., & Abdelhedi, M. (2021). Customer satisfaction in the digital era: evidence from Islamic banking. Journal of Innovation and Entrepreneurship, 10(1), 1-18. Web.
The article adopts the SERVQUAL model to understand and gain significant insights from the effect of digitalization, as a service quality element, on improving customer satisfaction. By evaluating compliance and digitalization as the primary dimensions, the author can determine the strategies Islamic banking adopted to increase customer satisfaction among the customers. More specifically, a regression and factor analysis is utilized to highlight factor structure and realize the effect of quality dimensions, particularly digitalization. After conducting extensive research, the author determines that customer service satisfaction is obtained by aspects like increased confidence among the employees, who are inspired to offer quality services that the customer appreciates.
