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This study aims to examine the effects of price discount and delivery service on purchase decision and their subsequent impact on customer satisfaction and customer loyalty within an urban franchise retail context. A quantitative approach was employed using a survey of 220 consumers of Indomaret Anggrek Rosliana Raya, West Jakarta. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that price discount has a significant but relatively weak effect on purchase decision, while delivery service demonstrates a stronger influence, highlighting the increasing importance of service convenience in urban retail environments. Furthermore, purchase decision has a substantial effect on customer satisfaction, which in turn strongly influences customer loyalty. The study also confirms a sequential mediation mechanism, where marketing stimuli influence customer loyalty indirectly through purchase decision and customer satisfaction. Unlike previous customer loyalty studies that predominantly examine the direct effects of marketing stimuli on satisfaction or loyalty, this study develops a sequential framework in which purchase decision functions as a cognitive mediator preceding customer satisfaction as an affective mediator. This model extends existing customer loyalty frameworks by demonstrating that loyalty emerges through a two-stage evaluation process rather than through isolated direct relationships.

This study explores how customer service influences consumer buying patterns among SMEs in East London, South Africa. SMEs are crucial to the local economy, yet many face challenges in retaining customers due to inconsistent service quality and limited resources. The research examines how service factors such as staff professionalism, communication, complaint handling, and responsiveness impact customer satisfaction, loyalty, and purchasing choices. Using the SERVQUAL model, Expectancy-Disconfirmation Theory, and Relationship Marketing Theory, a quantitative, cross-sectional survey was conducted. Data from 100 consumers who recently interacted with East London’s SMEs indicate that customer service is the top factor influencing purchasing decisions, surpassing price, product quality, and convenience. Friendly, helpful staff, strong after-sales support, and effective communication are key to fostering loyalty and repeat business. Although perceptions of service quality are generally positive, 25% of respondents expressed dissatisfaction due to delays, poor communication, and a lack of product knowledge. These issues underscore the need for targeted initiatives, including staff training, digital engagement, and loyalty programs. The study highlights the growing role of digital platforms in improving service delivery, especially for younger, tech-savvy consumers. Overall, the study recommends that SMEs should focus on regular training programs centered on customer engagement, product knowledge, and complaint handling. This will enhance service consistency and professionalism, leading to higher customer satisfaction and loyalty.

Customer service quality is still a major problem in Zimbabwe’s telecommunications sector. This study aimed to develop a framework to improve customer service in the sector. It focused on how network reliability, how quickly complaints are resolved, staff skills and empathy, and customer involvement in service improvement affect customer satisfaction. Customers often face network failures, slow responses to complaints, and poor communication with service providers. These problems reduce customer satisfaction.: The study used data collected in Manicaland Province, Zimbabwe. A convergent parallel mixed-methods approach was used. Quantitative data were collected from a random sample of 220 customers, while qualitative data were collected from 13 purposively selected participants, including managers and frontline customer service staff. Data analysis was conducted using SPSS AMOS version 23 and thematic analysis. The results showed that network reliability had a strong and positive effect on customer satisfaction. Staff competence and empathy also had a significant positive effect on customer satisfaction, showing that skilled, respectful, and caring staff improve customers’ experiences. In contrast, complaint-resolution efficiency did not have a significant effect on customer satisfaction. The analysis further showed that value co-creation partially mediated the relationship between network reliability and customer satisfaction, as well as between staff competence and customer satisfaction. The study recommended that regulators such as Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) enforce service quality standards, and that policymakers support digital inclusion and innovation. The study contributes that customer satisfaction can be improved by upgrading network infrastructure, providing ongoing staff training, empowering frontline employees, and creating formal ways to engage customers.

In the competitive business environment, organisations are increasingly adopting Customer Relationship Management (CRM) strategies to strengthen customer retention and improve service delivery. This study explored CRM as a strategic tool for customer retention at a selected Information Communication Technology (ICT) company based in Johannesburg, South Africa. A quantitative research approach was employed, targeting 121 employees across sales, marketing, business development, logistics, and finance departments. These employees were selected due to their direct engagement with customers. Data were collected through structured online questionnaires and analysed using the Statistical Package for the Social Sciences (SPSS) version 26. Descriptive and inferential statistical techniques, including Pearson’s correlation and regression analysis, were applied to evaluate the relationship between CRM and customer retention. The findings revealed a moderate but significant positive correlation between CRM and customer retention, indicating that strategic CRM practices contribute to stronger customer loyalty. The research concludes that CRM is a critical organisational strategy that can enhance customer retention if properly integrated and supported across business functions. It recommends further investment in CRM systems, employee training, and customer engagement initiatives to sustain competitive advantage and long-term growth.

The continued increase in food demand globally, has witnessed a corresponding growth in the fast-food restaurant business. The study of food and service quality as major drivers of customer satisfaction and behavioural intention has therefore become a strategic area of interest. This study explored how food and service quality affect customer satisfaction and behavioural intention in the context of quick-service restaurants in Tshwane City of South Africa. Guided by a positivist philosophy, the study employed a deductive approach to theory development. A cross-sectional descriptive research design was adopted and a structured survey instrument was used to collect data from 173 online participants. The results were analysed using IBM SPSS 26, and partial least squares structural equation modelling in Smart PLS 4 to test hypotheses. The findings showed that although food quality had a significant positive effect on behavioural intention, it was not a predictor of customer satisfaction. All the elements of service quality exhibited significant positive influence on satisfaction and behavioural intention. This study offers invaluable insights for managers to embrace customer-driven strategies such as offering high quality food and service because the success of culinary business revolves around achieving customer satisfaction, which is vital for creating positive behavioural intentions. Future studies can be done using relatively larger sample sizes for more generalisability in related studies or other service domains.

Customer satisfaction is a key driver of competitive advantage in the automobile industry. Understanding how customer support influences perceived service quality becomes increasingly important as service expectations rise. This study investigates the role of customer support in shaping service quality perceptions and its impact on overall satisfaction. A quantitative survey of 504 customers across various industries assessed perceptions of service quality, support effectiveness, and satisfaction levels. Results show that customer support significantly strengthens the relationship between service quality and satisfaction. Customers receiving higher levels of support reported greater satisfaction. These findings highlight the need for organisations to deliver high-quality services and invest in robust support systems. The study offers empirical evidence and practical insights for adopting a customer-centric approach to enhance loyalty and sustain market competitiveness.

The retail sector plays a crucial role in the global economy, and its competitiveness largely depends on the quality of services provided to customers. This paper aims to investigate the effects of human capital development practices on service quality, customer satisfaction, and overall business competitiveness in the retail industry. To achieve this objective, the study adopted a quantitative research design with an interpretive paradigm. A sample of 180 participants was randomly selected from the selected retail stores in the Eastern Cape, South Africa. The study employed a structured questionnaire to collect data on human capital development, service quality, customer satisfaction, and business competitiveness. The data analysis began with data cleansing and coding in Microsoft Excel, followed by SmartPLS. The findings of the study revealed that investments in human capital development, such as employee training, refresher workshops, and professional development, have a positive impact on the quality of services provided by retail organisations. Improved service quality, in turn, leads to higher levels of customer satisfaction, which is a key driver of customer loyalty and business competitiveness. Furthermore, the study revealed that the enhanced service quality and customer satisfaction resulting from human capital development contribute to the overall competitiveness of retail businesses. The study recommends that the retail industry invest in training and development initiatives, particularly soft skills. Implementing automated machines to improve service quality and high production requires a well-trained workforce.

This study aims to obtain the results of the analysis of the influence of restaurant image on behavioural intention, with the mediating role of experience value and customer satisfaction on restaurant customers in Ternate City. A total of 127 restaurant customers were used as samples in this study. A purposive sampling approach was used. The analysis method used to test the hypothesis in this study was SEM-PLS. The study showed that restaurant image had no significant effect on behavioural intention. Further studies also showed that restaurant image positively and significantly affected experience value and customer satisfaction, and positively and significantly impacted behavioural intention. The variables experience value and customer satisfaction can mediate the influence of restaurant image on behavioural intention.

Contact centre operations are essential for providing customer support and managing client enquiries. A contact centre, akin to any other business, necessitates numerous essential components. A significant number of these components directly influence the business. Recognising and improving these elements can assist a contact centre in achieving its overarching objectives. The report seeks to analyse the essential elements that improve the efficiency and effectiveness of contact centre operations. The emphasis is on technology, personnel, and processes as the essential elements that enhance the efficient and effective operation of contact centres. The efficacy and efficiency of a contact centre environment encompass personnel, procedures, and technology across all organisational levels. These components must not be considered in isolation, as they influence the success or failure of a contact centre environment. Consequently, comprehending the interaction between these components is of paramount importance.Quantitative data were evaluated with the Statistical Package for the Social Sciences (SPSS). The convenience sample approach was deemed suitable for sampling contact centre agents, team leaders, and managers at the Department of Home Affairs. The study's principal findings indicate that both the literature research and the results highlighted the significance of components in facilitating the functioning and performance of contact centre operations. The data corroborate the idea that numerous contact centre failures stem from the absence of essential components necessary for its operation. The inclusion of suitable components in the contact centre has revolutionised management's oversight of these facilities. The analysis indicates that an effective team inside the company facilitates the management of contact centres. The report advocates for the implementation of integrated technological solutions to expedite customer interactions and improve operational efficiency in contact centres. It is advisable to invest in frequent employee training to ensure that staff are equipped to handle complex enquiries and effectively utilise advanced systems. Optimised process enhancement initiatives, including workflow simplification and decrease of call handling duration, are deemed essential for augmenting functionality.

Deposit-taking Savings and Credit Cooperative Societies (SACCOS) in Kenya have faced significant challenges due to intense competition and declining customer numbers, which underscores the need for further investigation into relationship marketing strategies. A key research gap is the role of digital platforms in moderating the effectiveness of these strategies and their impact on customer loyalty. This study aimed to evaluate how digital platforms influence the relationship between relationship marketing (RM) and customer loyalty among SACCOs in Western Kenya. Using Relationship Commitment, Social Exchange, and Commitment Trust theories, the research focused on 23 SACCOs with 37,137 customers and surveyed 396 respondents, including prior pilot study. Descriptive and correlational research designs were used, with data collected via self-administered questionnaires and systematic sampling. Analysis with SPSS assessed validity and reliability, employing descriptive statistics and inferential methods such as Pearson’s Correlation, Simple Linear Regression, and Hierarchical Regression Analysis. Assumption tests confirmed that the research data met normality, linearity, homoscedasticity, and multicollinearity criteria, with a response rate of 87.63% and significant correlations (p<0.05) among variables. Digital Platforms were found to contribute significant moderating role on the link between Relationship Management and Customer Loyalty (p<0.05), emphasizing features like interactivity, personalization, and trustworthiness. The results suggest that in order to enhance customer experience, SACCOs should allocate resources towards the development of user-friendly digital platforms, utilize data analytics in targeted marketing efforts, so as to enhance engagement with the community via online channels. Moreover, it is crucial for SACCOs to prioritize personalized service, establish trust, and strive for continuous improvement, while taking into account regulatory revisions, in order to maximize the effectiveness of digital platforms within the financial sector. 

The retail segment has the largest contribution to the total net sales value of Kimia Farma Group, which is run by the company's subsidiary, PT Kimia Farma Apotek (KFA). Kimia Farma's retail segment is experiencing a relatively non-ideal revenue trend from 2017 to 2022. The main challenges faced are the purchasing power of the community, the increasingly fierce level of competition, and risks related to customer loyalty. Based on this background, this study aims to examine the effect of Kimia Farma's image and product attributes on customer loyalty, both directly and indirectly through customer satisfaction. The research was conducted with a quantitative approach at the Kimia Farma Pharmacy in Bandung, with the unit of observation being Kimia Farma pharmacy customers in Bandung City. The sample was 235 respondents, who were taken using the Multistage Random Sampling technique. Structural Equation Modeling was used to conduct causality analysis. The results revealed that: Kimia Farma's image and product attributes play a role in shaping customer satisfaction, but have no direct impact in creating customer loyalty; customer satisfaction plays a role in creating customer loyalty; customer satisfaction mediates the effect of Kimia Farma's image and product attributes on customer loyalty; product attributes have a greater role than Kimia Farma’s image in encouraging customer satisfaction which will create customer loyalty. This research provides managerial benefits for increasing customer loyalty at Kimia Farma Pharmacy in Bandung City, by increasing customer satisfaction, which is supported by the development of product attributes and the image of Kimia Farma.

Designing tailored services is critical to enhancing client satisfaction for private and public services such as road traffic. Among the factors associated with car accidents are traffic violations of established rules and regulations. Indeed, driving skills and practice have become crucial in a complex and dynamic road environment. The study’s objective was to advise traffic department managers on how to customize their service for drivers regarding their experience. A questionnaire assessing their expectations and perceived performance with regard to six traffic service quality dimensions, namely tangibility, reliability, promptitude, responsiveness, assurance, and empathy, was self-administered to 886 motorists chosen using a simple random sampling technique in the Philippines and South Africa. Data collected were analyzed using ANOVA and Post Hoc Tuckey HSD. Results indicate that less experienced drivers had a better appreciation of traffic service quality provided by traffic departments and officers. Therefore, more focus should be placed on experienced drivers to raise their level of satisfaction.

The objective of this study is to examine the impact of corporate social responsibility (CSR) performance on brand image and customer satisfaction. Moreover, the analysis was performed to examine the impact of brand image and customer satisfaction on customer engagement. This study examines the impact of customer interaction on customer loyalty. This study employs quantitative analysis techniques to empirically examine the formulated hypothesis. The research sample consists of consumers from the cement business in Cirebon, West Java, Indonesia. The study employed a sampling technique that utilized random sampling to gather a sample of 180 respondents, who served as a representative of the study population. The data was acquired by distributing questionnaires and analyzed using the structural equation modeling technique with the assistance of AMOS software. The analytical results demonstrate empirical support for all hypotheses proposed in this study. This study demonstrates that the performance of corporate social responsibility (CSR) has a beneficial impact on the identity of a brand and the happiness of customers. In order to enhance brand recognition and improve consumer happiness, it is important to achieve superior corporate social responsibility (CSR) performance. Moreover, the recognition of a brand and the contentment of customers have a favorable impact on the involvement of customers, and the involvement of customers has a favorable impact on their loyalty. This study offers suggestions to organizations, including those in the cement industry, on how to enhance their corporate social responsibility (CSR) efforts to improve brand recognition and consumer contentment. Effective CSR performance may be attained by addressing five key aspects: social responsibility, environmental stewardship, cultural preservation, human resources management, and socio-economic development. Moreover, it is essential to enhance brand recognition and consumer contentment in order to maximize customer involvement and allegiance.

The purpose of the study is to explore the critical success factors for CRM in the local government authorities in SADC. Although many empirical studies have been conducted on customer-relationship-management (CRM), little research on the psychometric properties of CRM scale items in the local government authorities’ context has been conducted. This empirical study, based on key informant data drawn from sampled local government authorities in three SADC countries (Zimbabwe, Botswana and South Africa), developed a reliable scale with demonstrated content and convergent validity. In this study, confirmatory factor analysis (CFA) was employed using the Amos 18 version and the SPSS version 20 software. The study results revealed that for CRM Strategy success to be achieved, LGA needs to consider the following factors: Due diligence, Strategy focus and alignment, customer focus, change management, Implementation Strategy, Implementation approach, Metrics, Project management, Process design, Buy-in and adoption. Therefore, the study results suggested that city and town council managers must seriously consider all the ten critical success factors to improve the CRM performance of local government authorities.

Customer satisfaction is an indicator of an organization's overall health and future prospects.  The study evaluated the impact of customer satisfaction attributes on hospitality services. Data were collected from 680 guests of one to three star rated hotels in the Greater Accra Region. The hypothesized relationships were supported by the data. The results show an insignificant relationship between accessibility and hospitability services. Reliability had an insignificant relationship with hospitability services. The results also show that competence had a significant relationship with hospitability services. The results further show that friendliness had an insignificant relationship with hospitality services. The generalizability of the results obtained may be constrained since the present study focused on the hotel industry with its unique characteristics. The study suggests the enhancement of customer satisfaction to establish customer loyalty, improve brand reputation and competitive advantage. The study adds to the extant literature by empirically evidencing that customer satisfaction attributes significantly impact hospitality services.

The high student attrition at the masters' and doctorate levels requires universities to be customer-oriented, and flexible in their capacity to deliver higher value to mature students whose needs and expectations are high. Therefore, this study aims to assess student experience and service delivery levels that academic departments provide postgraduate students at public universities in KwaZulu-Natal. An empirical study was conducted amongst masters’ and doctorate students at a university of technology, a traditional university, and a comprehensive university. The study involved a survey questionnaire with a five-point Likert scale and included seven service delivery dimensions which respondents were to rank accordingly. Data were subjected to descriptive and inferential statistics and the factors that emerged from factor analysis were tested for reliability and validity by conducting Cronbach's alpha. The results show that postgraduate students are university customers and therefore expect courtesy and professionalism in the delivery of postgraduate programmes. The results further suggest that retention capabilities exist for the traditional university compared to the other types of universities. Students seem to be moderately satisfied with the quality of academic services offered by universities. Service delivery experience among students appears to vary across universities. Universities should take cognisance of the gaps and attempt to be more customer-oriented to ensure the needs and expectations of graduate students are met. The findings of the study may serve as guidelines for a follow-up qualitative study to establish the specific areas where students were not satisfied.

The purpose of this study was to establish the effect of financial capability on customer relationship management in private hospitals in Kenya. The study adopted descriptive survey design. It targeted 161 private hospitals which are accredited by NHIF in Kenya and which formed the unit of analysis of the study. Simple random sampling was then be used to obtain the 644 respondents. The researcher utilized a structured questionnaire with a five-point Likert scale to gather the data. The collected data was coded and entered in SPSS for further analysis. Descriptive and inferential analysis was conducted. The findings indicate there was a statistical and significant relationship between financial capabilities and customer relationship management. Financial capabilities explained 48.5% of the variability in customer relationship management in private hospitals. Hospitals should plan ahead forecast on financial emerging issues to avoid financial distress. Good governance is critical in an organization because it enables flexible adjustments to the emerging spending patterns as strategic demands arise.

Modern marketing approach depends on that firms meet the expectations of the customers and satisfy them. In this direction, in the firms customer focused strategies are determined. To meeting the expectations of the customers and providing customer satisfaction, these determined strategies play an important role. Within this scope strategic planning objectives and strategic plans also gain importance in the firms. Influential strategies appear in the businesses which think strategic, and strategy is internalized, that is to say in the businesses that given high importance to the strategies. In this way becomes a direction giving at meeting the expectations of the customers, favorably as passing that aim, and at providing customer satisfaction. Thus, within the thermal tourism establishments by practicing strategic management the strategic planning objectives have importance too. Turkey is a country rich as its thermal springs, it's known. But when compared with the countries which leading thermal tourism in the world, it's seen that Turkey cannot sufficient amount put to good use its potential in this field. Also competition abilities of our thermal tourism establishments are weak against their competitors from the world. So, in the first place requires to increase the competitiveness of our local establishments which activated in this field. That can come true by a success at strategic planning and by meeting the expectations of the customers and satisfying them in the establishments.