Print ISSN: 2204-1990

Online ISSN: 1323-6903

Keywords : Customer Satisfaction


Customer satisfaction and brand loyalty towards online purchase store Amazon and Flipkart: An Empirical study

Anil Kumar Yadav; Aminuz Zaman; Priyo Basumatary

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 1884-1890
DOI: 10.47750/cibg.2021.27.02.198

In the present scenario it is clearly known that customers are very smart and also
had various options from different sellers with varieties of options for whatever products or service there are a large number of options are there with the customers so for the above issue mostly companies or seller are targeting more on creating loyal customers by providing better quality product or service at a reasonable rate which means they are giving more emphasis on satisfying the customers instead of mass products for increasing profits which were earlier used in the traditional marketing concept but now-a-days the trend is totally different and they only try to satisfy the customers. The study was conducted on customer satisfaction in relation to brand loyalty towards online selling application – Amazon and Flipkart. The purpose of the study was to examine various factors influencing brand loyalty and also to study the impact & satisfaction level of customer on brand loyalty by taking sample size as 400 from Guwahati city. The researcher has design descriptive and analytical structure for the purpose of the study. After analysing the data, it is find that mostly customers are influence by quality of the product or service which give them moresatisfaction in comparison to other factors and also in times of price increase majority of the respondents are of the opinion that they never switch to other brands.

Association Between the Demographic Profile of Bank Customer and Types of Bank

DR. SANKARGANESH.K; DR. SHUNMUGASUNDARAM.M; DR. VASANTH.V; MEENAKSHISUNDARAM. B; MEERA. M

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 3993-4000
DOI: 10.47750/cibg.2021.27.02.409

This exploration targets estimating the administration quality out in the open and private financial area in Madurai and Virudhunagar regions of Tamilnadu state and recognizing its relationship to consumer loyalty and conduct goal. The investigation was directed among 802 bank clients by utilizing reconsidered SERVQUAL (BANQUAL) instrument with 26 things. Conduct aim of the clients was estimated by utilizing the social goal battery. The analyst has utilized a seven point likert scaling to quantify the normal and saw administration quality (execution) and the social goal of the clients. The BANQUAL instrument is chosen as the most dependable gadget to gauge the distinction score conceptualization. It is utilized to assess administration holes among assumption and impression of administration quality. Adjustments are made on the SERVQUAL instrument to make it explicit to the Financial area. Questions are added to the instrument like Seating space for pausing (Substantial quality), Parking spot in the Bank (Substance), Assortment of items/plans accessible (Substance), Banks genuine strides to taking care of Complaints of the clients (Responsiveness).

Association of Employees Orientation of Customers and Their Satisfaction in Departmental Stores Around Jaipur City

THAYA MADHAVI; RAJESH MEHROTRA

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 1101-1107
DOI: 10.47750/cibg.2021.27.02.129

A review of study provided by operational level employees is more often depended on their attitude towards customers while dealing with any item of product to be disposed of or sold to the customer. That would obviously speak on the quality of service being provided to the customer. This would remain an important factor to confer sufficient amount of leverage for the success of an organization. This paper particularly emphasize on the static relationship maintained between customer orientation and customer satisfaction on the part of departmental stores employees. A survey has been conducted on 100 employees through questionnaire mode. The results have  predicted positive correlationship between customer satisfaction and customer orientation. This might ultimately lead to retention and customer commitment in the business front.

Corporate Social Responsibility Activities Factors and Their Affecting on Maintaining Customer Satisfaction and Loyalty in Hypermarket Industry in Malaysia

Kadhim Ghaffar Kadhim; Amran Harun; Nawzad Majeed Hamawandy; Khowanas Saeed Qader; Diyar Abdulmajeed Jamil; Farman Badran Jalal; Sarhang H. M. Sorguli

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 1, Pages 1090-1106

The purpose of this paper is to contribute to knowledge on the impact of corporate social responsibility (CSR) activities (community support, environmentally friendly, sell locally produced products, treating employees) on customer satisfaction and loyalty (hypermarkets). This study aims to examine the influence of CSR on customer satisfaction and customer loyalty of Malaysian consumers and whether they consider CSR for hypermarket before making purchase decisions of the products and services. With the support of empirical evidence and rational arguments, a set of eleven (4) hypotheses were proposed for testing. A sample of 384 respondents loyal to hypermarket has been used to collect the data using a convenience sampling method. Data was collected from the hypermarket in Kuala Lumpur. Statistical analysis was done through SPSS for primary analysis and Smart PLS for analysis of the outer model and testing the relationships hypothesized. Findings revealed that all the hypotheses were significantly effective. The originality and value of this paper is the study of consumer-oriented CSR as a variable that allows competitive differentiation of the company, by improving the relationship with the consumers and the generation of satisfaction and loyalty. One of the major conclusions of the study is that CSR and can only yield optimal performance for the customer satisfaction and customer loyalty if it is combined with the knowledge, experiences, and outstanding abilities in the use CSR activities dimensions.

CUSTOMER SATISFACTION ON E-BANKING SERVICES (WITH SPECIAL REFERENCE TO STATE BANK OF INDIA (SBI), ARIYALUR BRANCH)

G. KOLANCHINATHAN; Dr.S. ELANGO

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 1, Pages 4455-4465

E-Banking is your personal banking service on the Internet, protected with bank identifiers. It is available anywhere, anytime. E-Banking allows you to pay invoices to Finnish and foreign recipients easily and securely. You can also check your account balances and transactions. You can order a new card, withdraw a loan granted to you and make mutual fund subscriptions. You access e-Banking services by obtaining bank identifiers. E-Banking as such is free of charge but commissions and fees in accordance with the service tariff will be levied on orders and other transactions carried out through e-Banking. E-Banking allows you to pay invoices to Finnish and foreign recipients easily and securely. You can also check your account balances and transactions. You can order a new card, withdraw a loan granted to you and make mutual fund subscriptions. You access e-Banking services by obtaining bank identifiers. E-Banking as such is free of charge but commissions and fees in accordance with the service tariff will be levied on orders and other transactions carried out through e-Banking. The password for online banking is normally not the same as for telephone banking. Financial institutions now routinely allocate customers numbers, whether or not customers have indicated an intention to access their online banking facility.

A study on effect of credit card on customer satisfaction in chennai

WILLIAM ROBERT. P; MAHESHWAR. A

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 1055-1062
DOI: 10.47750/cibg.2020.26.02.148

Banking sector growth is infinite due to various innovation services.The main reason for this study is to determine the Effect of Credit Cards on Customer Satisfaction in Chennaiand to know about the factors which influence customer satisfaction. The data is collected on probability basis from 107 respondents by using Convenience sampling and is analyzed with the SPSS tool .The collected data were classified, tabulated and analyzed with statistical tools Frequency analysis, Mean analysis, Independent t test one way anova and Regression analysis. The results showed that the majority of the respondents were male and aged 18- 25 years who use credit cards. The result shows that the customers are agreeing towards credit cards and the factors of credit card influencing the customer satisfaction.

A study on customers perception towards online banking during covid-19

MR. RAM BABU CHERUKUR; MR. SIVAKUMAR S

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 980-986
DOI: 10.47750/cibg.2020.26.02.138

Online banking is increasingly becoming popular because of convenience and flexibility. The present paper explores the major factors responsible for internet banking based on respondents’ perception on various internet  applications. It also provides a framework of the factors which are taken to assess the internet banking perception. The banking industry has been rapidly developing the use of  online banking as an efficient and viable tool to create customer value. It is one of the popular services offered by the traditional banks to provide speedier and reliable services to online users. With the rapid development of computer technology as a commercial tool, Internet banking can be used to attract more customers to perform banking transactions in related banks. However, the main problem of Internet banking faced by the providers is that a large number of the banks’ customers are not willing to use the Internet banking services offered. This happened due to the services offered through Internet banking have yet to satisfy their customers. Customer satisfaction is an important factor to help banks to sustain competitive advantages. Therefore, the purpose of this research is to search and examine the factors which influence customer satisfaction towards Internet banking. 

A study on website quality and its impact on customer satisfaction with reference to ecommerce companies

D. KRISHNAMOORTHY1; R.P. VIGRAM

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 888-895
DOI: 10.47750/cibg.2020.26.02.126

Online shopping is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. Consumers find a product of interest by visiting the website of the retailer directly or by searching among alternative vendors using a shopping search engine, which displays the same product's availability and pricing at different e-retailers. As of 2020, customers can shop online using a range of different computers and devices, including desktop computers, laptops, tablet computers and smartphones. An online shop evokes the physical analogy of buying products or services at a regular "bricks-and-mortar" retailer or shopping center; the process is called business-to-consumer (B2C) online shopping. When an online store is set up to enable businesses to buy from another businesses, the process is called business-to-business (B2B) online shopping. This Study explains how the customer gets satisfied with the quality of online shopping websites. we collected various response from 201 respondents based on the satisfaction with website quality of ecommerce websites.

Study on electronic banking towards customer satisfaction

MR. RAM BABU CHERUKUR; MS. SANDHYA RUBY

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 937-943
DOI: 10.47750/cibg.2020.26.02.132

Electronic banking is a form of banking in which funds are transferred through an exchange of electronic signals rather than through an exchange of cash, checks, or other types of paper documents. Transfers of funds occur between financial institutions such as banks and credit union . Electronic banking system has progressed in the recent years . The study is to understand the customer satisfaction in electronic banking . The main reason that electronic banking came into existence is to ease customer money transaction in any time , any place with out visiting the bank . The study is carried by a survey among the electronic bank users to identify the customer satisfaction . A sample of 205 was used to analysis the research .

A study on customer satisfaction on e-payment applications

MR.RAM BABU CHERUKUR; Ms. SRILAKSHMI HARSHITHA P

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 920-926
DOI: 10.47750/cibg.2020.26.02.130

The present study focuses on the customer satisfaction towards mobile wallets. This study examines the factors that influence customers satisfaction while using mobile wallets. Nowadays everyone uses their smartphones to make their day today transactions using mobile wallets. Mobile wallets create a huge impact among the people. The present study is carried by a survey conducted among the mobile wallet users to identify the satisfactory levels of them. The study focuses on the level of satisfaction and factors that satisfy the customers in using mobile wallets.

A study on the impact of e- banking on customer satisfaction in India

WILLIAM ROBERT. P; DEVI PREETHA GOWTHAMAN

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 1023-1030
DOI: 10.47750/cibg.2020.26.02.144

Presently the financial service sector in banking industry is undergoing various innovation.The paper titled is to determine the impact of E-banking on Customer Satisfaction. The objective of this study is to determine the E-banking factors on Customer Satisfaction. Descriptive research design is used in this study.The data is collected on probability basis from 117 respondents and is analyzed with the SPSS tool. The collected data were classified, tabulated and analyzed with statistical tools Frequency analysis, Mean analysis, Independent sample Test,One way Anova and Regression analysis. The result showed that majority of the respondents were female and of age is between 18-25 years who uses E- Banking. Findings of regression analysis is the factors of E-banking is influencing the Customer satisfaction.There is no significant difference between Gender,Marital status and Type of account with respect to perception of E-Banking and Customer satisfaction and there is no significant difference among Age level,Education,Place of Residence,Occupation,Reason with respect to use, Transaction and Encourage to use E-banking with respect to perception of E-banking and Customer satisfaction.

Service factors influence on customer satisfaction in innovative e-commerce

DR.JEGANATHAN GOMATHI SANKAR; MR.SURYA H

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 651-656
DOI: 10.47750/cibg.2020.26.02.090

The research paper titled customer satisfaction in E-commerce industry. The objective of the study is to identify the factors that influencing customer satisfaction in E-commerce industry. Descriptive research is used in the study as the research design and the sampling method used is convenience sampling. The sample size of the study is 150 respondents and it is analyzed using SPSS tool. The collected data were classified, tabulated and analyzed with statistical tools such as frequency analysis and Regression analysis. It is found that factor affecting customer satisfaction are delivery problem, privacy and security, service recovery. Among the factors, Service recovery factor positively influences the customer satisfaction.

A study on customer satisfaction towards the after sales services in the context of automobiles in chennai

WILLIAM ROBERT. P; RAHUL. R

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 1115-1122
DOI: 10.47750/cibg.2020.26.02.157

In the automobile industry after sale service plays an important role whether it is before
buying a product or after buying a product.The main reason of this study is to determine the impact
of Customer Satisfaction on after sales services in the context of Automobiles in Chennai and to
know about the factors which influences customer satisfaction. The data is collected on probability
basis from 71 respondents and is analysed with the SPSS tool. The collected data were classified,
tabulated and analysed with statistical tools Frequency analysis, Mean analysis, Independent t Test,
One-way Anova and Regression analysis. The results showed that the majority of the respondents
were male and of age between 21-30 years who use a car or bike. It is found that Speed of Service
and Cost of Service of after sales service is significant on the Customers


A study on e-logistics service quality and its impact on customer satisfaction in e-commerce industry

MR.D. KRISHNAMOORTHY1; MS. SANDHIYA M

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 849-857
DOI: 10.47750/cibg.2020.26.02.121

The study is to identify the elogistics service quality dimensions and customer satisfaction on e-commerce the variables such as Information technology, convenient service reliability, responsiveness, assurance, empathy, tangibles.E-logistics is a new industry, in specific computerised arrival of worldwide business and strong network in e-commerce. The incorporation of technology with management of logistics has become a necessity for effective logistics management. The effect of models and activities of e-logistics include the organisation’s forward and reverse logistics functions. In today, The business climate is highly competitive, the importance of rapidly changing knowledge, and the importance of communication systems have been well known for overall success and in some situations even the sustainability of every operation in logistics.The study finds out the customer satisfaction on elogistics service providers by the e-commerce industry. The conclusion of the study states various factors that influence people to buy on e-commerce, such as customer satisfaction on responsiveness, assurance, empathy and tangible factors increase positive relationships but when the reliability factor decreases the customer satisfaction.

A study on the analysis of customer opinion on freight forwarding

D. KRISHNAMOORTHY; SWATHI. S

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 858-864
DOI: 10.47750/cibg.2020.26.02.122

The study tries to examine the process involved in Freight Forwarding service. With worldwide rivalry today, numerous associations have understood the need of having overall customer issue arrangements inside and outside the business. Some of them have upgraded their vital business base on the client. Drucker stated that making clients is the reason for a business. It additionally intends to build a profundity relationship with mongrel lease clients, keeping them and pulling in new clients. With that specific circumstance, the client relationship with the executives (CRM) has been created as an arrangement and seen as an actualized procedure for client association with the board. client unwaveringly depends on correspondence and connection between people, it isn't about CRM programming.

Service quality of e-Commerce logistics services

DR.JEGANATHAN GOMATHI SANKAR; MR.GOPALAKRISHNAN T

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 672-677
DOI: 10.47750/cibg.2020.26.02.094

The research paper titled the service quality in E-commerce logistics services. The objective of the study is to identify the factors that influence service quality in the E-commerce logistics industry. causal research design is used in the study as the research design and the sampling method used is convenience sampling. The sample size of the study is 85 respondents and it is analyzed using the SPSS tool. The collected data were analyzed with statistical tools such as frequency analysis and Regression analysis. It is found that factors affecting customer satisfaction are packing factor, communication factors, delivery speed and quality factor. Among the factors, The packing factor has a strong positive linear relationship with customer satisfaction.

Customer perception about innovative safety food delivery during lockdown

DR.JEGANATHAN GOMATHI SANKAR; MR. NAVEENKUMAR S

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 2, Pages 657-660
DOI: 10.47750/cibg.2020.26.02.091

The research paper titled the customer perception in online food delivery safety during covid. The objective of the study is to identify the factors that influencing customer perception in online food delivery safety to satisfy customer. Descriptive research is used in the study as the research design and the sampling method used is convenience sampling. The sample size of the study is 170 respondents and it is analyzed using spss tool. The collected data were classified, tabulated and analyzed with statistical tools such as frequency analysis and mean analysis. It is found that factor affecting customer perception in online food delivery are delivery problem, preventive and secure,safety service.Among the factors, safety service factor  are major  influences the customer perception at the time of covid.

THE INFLUENCE OF BANKING SERVICE QUALITY ON BANK CUSTOMER SATISFACTION IN SURAKARTA CITY

Galih Wisnu Wardhana

Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 1, Pages 235-244
DOI: 10.47750/cibg.2020.26.01.028

Customer satisfaction is an important aspect that needs to be considered in managing the banking services industry. The bank industry that is able to provide customer satisfaction will be able to compete with other similar industries. This study aims to analyze the effect of effectiveness and assurance, access, price, tangible, service portfolios, and reliability on Bank Rakyat Indonesia (BRI) Customer Satisfaction in Surakarta. This study involved 100 BRI customers as respondents. The selection of respondents uses incidental sampling techniques. This study reveal that effectiveness and assurance, process, price, tangible, and reliability have a positive effect on bank customer satisfaction. Meanwhile, the service portfolio shows that there is no influence on customer satisfaction.  Also, simultaneously the variables of effectiveness and assurance, access, price, tangible, service portfolio, and reliability affect customer satisfaction in the BRI of Surakarta City. This study has implications for banking practitioners in improving the quality of bank services.