Mining Customer Satisfaction on B2B Online Platforms using Service Quality and Web Usage Metrics

Figalist, Iris; Dieffenbacher, Marco; Eigner, Isabella; Bosch, Jan; Olsson, Helena Holmström; Elsner, Christoph

doi:10.1109/apsec51365.2020.00052

Cited by 4 publications

(1 citation statement)

References 22 publications

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“…A study by Figalist, Dieffenbacher, Eigner, Bosch, Olsson and Elsner (2020) sought to identify the factors that influence customer satisfaction and explore the relationship between service quality and customer satisfaction in Malmo, Sweden. Cronin and Taylor's (1992) Performance Only Model (SERVPERF) were utilized to create a questionnaire that was then delivered to participants from several hotels in Malmo.…”

Section: Stratford Peer Reviewed Journals and Book Publishing Journal...mentioning

confidence: 99%

The Role of Housekeeping Department Towards Guest Satisfaction in Isola Sacra Hotel, Italy

2022

JHTM

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Guest satisfaction is a crucial aspect affecting the performance of the hospitality business. Satisfaction is recognized as the primary driver of customer loyalty. Guest satisfaction is the feeling of the guest that their expectations have been met or exceeded. Hence, the study sought to examine the role of the housekeeping department towards guest satisfaction. The case study was Isola Sacra Hotel in Italy. The study was literature based. The analysis of the study was based on the findings from the preceding studies. Based on the reviewed literature, it can be established that the housekeeping department significantly influences guest satisfaction. The housekeeping department cleans the guestrooms, particularly the guests visiting the hotel. It also maintains a hygienic environment in everything within the hotel so that it is conducive and attractive to its customers. Businesses that meet their guests' demands and expectations create higher revenues than those that cannot figure out and satisfy them. The study showed that housekeeping duties start with inspecting a room after checkout, cleaning it according to hotel standards and refreshing the room's supplies. Once new guests arrive, prompt, cheerful and professional attention to their needs can reinforce how the hotel looks after guests and leave a good impression. The study concluded that the housekeeping department significantly affects guest satisfaction in Isola Sacra Hotel, Italy. The housekeeping department can make the guests delighted and more likely to come back or refer other people, enabling the hotel to make more profit. The primary goal of the hotel's top management is to increase customer satisfaction. It was recommended that hotels create unique measures of housekeeping departments that will bring uniformity to nearly all hotels across the country. Additionally, hotels should implement quality control tools to ensure that all customers are satisfied with the hotel's services and will attract more guests. The management should keep the housekeeping department in check to ensure the required standards are met.

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Section: Stratford Peer Reviewed Journals and Book Publishing Journal...mentioning

confidence: 99%

The Role of Housekeeping Department Towards Guest Satisfaction in Isola Sacra Hotel, Italy

2022

JHTM

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User Interface Design’s Impact on Customer Satisfaction and Loyalty in SaaS E-Commerce

Harahap,

Hermawan,

Kusumawardhani

et al. 2024

2024 3rd International Conference on Creative Communication and Innovative Technology (ICCIT)

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Identifying Characteristics of the Agile Development Process That Impact User Satisfaction

Yang

Sato

Washizaki

et al. 2023

Proceedings of the 27th International Conference on Evaluation and Assessment in Software Engineering

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The purpose of this study is to identify the characteristics of Agile development processes that impact user satisfaction. We used user reviews of OSS smartphone apps and various data from version control systems to examine the relationships, especially time-series correlations, between user satisfaction and development metrics that are expected to be related to user satisfaction. Although no metrics conclusively indicate an improved user satisfaction, motivation of the development team, the ability to set appropriate work units, the appropriateness of work rules, and the improvement of code maintainability should be considered as they are correlated with improved user satisfaction. In contrast, changes in the release frequency and workload are not correlated. CCS CONCEPTS• Software and its engineering → Agile software development.

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Mining Customer Satisfaction on B2B Online Platforms using Service Quality and Web Usage Metrics

Cited by 4 publications

References 22 publications

The Role of Housekeeping Department Towards Guest Satisfaction in Isola Sacra Hotel, Italy

The Role of Housekeeping Department Towards Guest Satisfaction in Isola Sacra Hotel, Italy

User Interface Design’s Impact on Customer Satisfaction and Loyalty in SaaS E-Commerce

Identifying Characteristics of the Agile Development Process That Impact User Satisfaction

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