• Journal of Distribution Science
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• v.22 no.7
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• pp.83-94
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• 2024

Purpose: This article aims to investigate the influence of pricing and distribution on the level of satisfaction and purchase decisions among consumers of pharmaceutical products in Kazakhstan. Research design, data, and methodology: A mixed-methods research design was utilized, incorporating primary and secondary data. Primary data were collected through a survey administered to customers across various pharmacy types, with 100 valid responses analyzed. Secondary data involved an extensive review of existing literature and analysis of national statistics concerning the pharmaceutical market trends from 2008 to 2022. Results: The results reveal a complex relationship between price perceptions and customer satisfaction. A significant segment of the population views current drug prices as high, which affects their satisfaction levels and purchase decisions. The study also highlights the importance of service quality in enhancing customer satisfaction, suggesting that service improvements could mitigate some of the negative perceptions of pricing. Conclusions: This research contributes to the limited but growing body of knowledge on the impact of pricing strategies on consumer satisfaction in the pharmaceutical sectors of developing countries like Kazakhstan. Focusing on economic and behavioral aspects, this study provides a more holistic understanding of the factors driving consumer satisfaction and purchase behaviors in this critical sector.

• Journal of the Korean Society of Clothing and Textiles
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• v.40 no.1
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• pp.41-55
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• 2016

This study analyzed the influence of other customers' perception (similarity, physical attraction, and suitable behavior) of the fashion retail environment on male customers' store attitude and behavioral response. In addition, comparing the effect of store type, this study comprehensively provides the effect of other customers' perception in fashion retailing. In order to investigate research questions, an online survey was conducted and 220 responses were analyzed using AMOS 18.0. The results of this research were as follow. First, the dimensions of physical attraction and suitable behavior of other customers influenced toward target customer's fashion store attitude. Second, the effect of store attitude towards the perceiver's behavioral response was proven. Third, customers established their store attitude by other customers' physical attraction in luxury stores, while others' behavior was meaningful in SPA store. Fourth, other customer's similarity dimension did not influence the male customers' store attitude. This study contributes to a comprehensive understanding of other customer's effect in fashion stores by examining different store types. In addition, managers may establish a customer portfolio strategy and training based on this research.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.7
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• pp.255-264
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• 2021

The purpose of this study is to analyze the role of customer value and customer trust as a mediator of flexibility influence on customer retention. The study applies SEM tools with WarpPLS analysis and translates customer value and customer trust as mediation. This study was organized into three parts: exploratory research, descriptive research, and explanatory research. The quantitative approach in this study uses a survey method by taking samples from the population. This is a latent variable that is measured using a research instrument in the form of a questionnaire. The survey was conducted by distributing questionnaires to respondents. This research was conducted at PT. Nusa Prima Logistics Terminal Teluk Lamong by taking primary data, in the form of assessments or perceptions from respondents, so a survey was conducted by submitting a questionnaire directly to 194 respondents. Quantitative data analysis was performed using Structural Equation Modeling (SEM) to answer the research hypothesis. Flexibility is very influential in increasing customer retention so to develop customer retention, it is necessary to increase flexibility, customer value, and customer trust. The novelty in this research lies in identifying the role and position of customer value and customer trust as mediation that affect customer retention.

• Korean Journal of Artificial Intelligence
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• v.12 no.2
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• pp.25-33
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• 2024

This study examines the relationship between customer satisfaction and management response in the hotel industry amid the COVID-19 pandemic. By applying regression analysis and topic modeling to consumer reviews on online platforms, we assess how consumer perceptions and management behaviors have shifted since the onset of the pandemic. The findings reveal a significant decline in customer satisfaction linked to COVID-19. Significantly, while the pandemic has reduced overall customer satisfaction levels, high response rates and high review-response content similarity mitigate the impact of the crises. These results highlight the critical need for hotel managers to continuously monitor online reviews and adapt their engagement strategies to maintain and enhance customer satisfaction during ongoing and future crises. This research not only corroborates existing theories on customer satisfaction but also exposes novel dynamics introduced by the pandemic, offering new insights for effective customer relationship management in turbulent times.

• Korean journal of food and cookery science
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• v.28 no.3
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• pp.299-310
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• 2012

The purposes of this study were to understand the influence of customer perceptions of corporate social responsibility (CSR) activities in family restaurants on customer trust and satisfaction. Based on results form 395 family restaurant patrons obtained empirically, we reviewed the reliability and fitness of a research model and verified two hypotheses using the AMOS program. The hypothesized relationships in the model were simultaneously tested using a structural equation model (SEM). Hypothesis 1, which hypothesized a positive relationship between customer perception of CSR activities and customer trust was partially supported. Additionally, hypothesis 2, in which customer perception of CSR activities had significant positive effects on customer satisfaction, and customer trust had significant positive effect on customer satisfaction (Hypothesis 3 was supported). Finally, customer trust performed a partial role as a parameter in the causality between CSR activity in the family restaurant and customer satisfaction. Limitations and future research directions are also discussed.

• Industrial Engineering and Management Systems
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• v.14 no.4
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• pp.347-371
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• 2015

A hybrid procedure based on multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) is proposed to evaluate the relative efficiency of customer services in bank branches. First, a three-stage process including sub-processes such as customer expectations, customer satisfaction, and customer loyalty, is defined to model the banking customer services. Then, fulfillment of customer expectations, customer loyalty level, and the customer satisfaction degree are measured and quantified through a multi-dimensional questionnaire based on customers' perceptions analysis and MUSA method, respectively. The customer services scores and the other criteria such as mean of employee evaluation score, operation costs, assets, deposits, loans, number of accounts are considered in network three-stage DEA model. The proposed NDEA model is formed based on multipliers perspective, output-oriented, and constant return to scale assumptions. The proposed NDEA model quantifies and assesses the total efficiency of main process and assigns the efficiency to customer expectations, customer satisfactions, and customer loyalties sub-processes in bank branches. The whole procedure is applied on 30 bank branches in IRAN. The proposed approach can be used in other organizations such as airports, airline agencies, urban transportation systems, railway organizations, chain stores, chain restaurants, public libraries, and entertainment centers.

• Proceedings of the Korean Society for Quality Management Conference
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• 1998.11a
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• pp.325-332
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• 1998

In the context of total quality management, customer satisfaction is a key factor of success. Customer needs have been in the past described with rather vague words. In order to lead in the competitive market, product designers must be willing to interpret and reflect customer perceptions of a product on the design. The objective of this research is to develop a systematic process capable of linking customer preferences on a product to the design of product elements or specifications. The design process consists of multivariate statistical analyses, semantic differentials, and multidimensional scaling techniques under the framework of a methodology known as quality function deployment which is frequently used to construct a quality design process. The process being established is expected to serve as an effective means to communicate between the customer and the designer through proper representational schemes of design elements.

• Korean journal of food and cookery science
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• v.25 no.3
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• pp.306-316
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• 2009

The purpose of this study was to investigate the influence of service marketing mix on customers' perceptions of values at family restaurants in Seoul. Frequency analysis, ANOVA, reliability analysis, factor analysis, multi-regression analysis were employed to analyze the data. First, perceptions for items such as food (p<.001), price (p<.001), process (p<.001), and employees were significantly different with regard to monthly spending money, and food (p<.001), physical evidence (p<.001), and employees (p<.001) were also significantly different by partner. All of the mixes (food, price, place, employees p<.001; promotion, process, physical evidence p<.05) had positive influences on the customers' monetary and overall values. And the mixes of place p<.001; price and employees p<.01; and food, process and physical evidence p<.05 negatively affected non-monetary values, whereas promotion had a positive influence. As a result, we conclude that the service marketing mix is an efficient marketing tactic to remove intangible factors from restaurant businesses. Likewise it is highly recommended that food-service companies manage the marketing mix in a customerfriendly manner to minimize the negative characteristics of services toward customers, and to promote the customer appreciation of family restaurants.

• International Journal of Human Ecology
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• v.15 no.1
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• pp.51-63
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• 2014

Services for self-designing, or adaptive customization services, have become dominant in virtual marketplaces and are believed to create additional values both for the company as well as for the customer. While most research focused on the value from the services' outputs, this research attempts to address the customer-perceived value deriving from the process of the services, and focuses on the self-fulfillment effect of the involved mental processing. An online survey was administered with 313 U.S. shoppers. In the results, participants using adaptive customization services reported higher self-fulfillment perceptions, than did those not using the services. Furthermore, both the self-fulfillment perceptions (i.e., autonomy and competence) significantly increased perceived design utility. The results suggest that the process of adaptive customization services should be strategically managed to improve the customers' positive mental states that subsequently improve the perceived value of the output designs. Implications and suggestions for future studies are dsicussed.

• Fashion Information and Technology
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• v.2
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• pp.48-58
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• 2005

Purchase decision behavior for and satisfaction with apparel among retail buyers and consumers were compared. Kunz's behavioral theory of the apparel fm was the conceptual framework; Oliver's disconfirmation model guided measurement of satisfaction. Buyers and consumers indicated their perceptions about shopping orientations, variables that influenced apparel purchasing decisions, the importance of aspects of customer service and attributes that they expected to find and found when shopping. Surveys were mailed to retailers and consumers identified by random sampling of company lists. Respondents were 66 buyers and 344 consumers. MANOVA revealed differences in retailers 'and consumers' shopping orientations, the influence of variables on purchase decisions, and perceptions of the importance of customer service. Paired sample t tests indicated dissatisfaction for buyers on 10 apparel/shopping attributes and consumers on nine items. Results support the need for vertically integrated manufacturers to redesign strategies that are more appealing to both retail buyers and consumers.