تأثير المخاطر التشغيلية على رضاء العملاء في قطاع بيع المواد الغذائية بالتجزئة: دراسة حالة لشركة بنده للتجزئة

With the development of the times, people are increasingly aware that food is safe for consumption. Throughout the food supply chain process, there are many risks of food safety from being safe to being unsafe. This study aims to analyze food safety and halal risk mitigation in the supply chain, which consists of identifying food safety risks throughout the supply chain process, measuring food safety risks in the supply chain, determining the most critical value for risks that arise in food safety, and determining food safety risk mitigation measures. The object used is the supply chain of fish cracker companies in the Buduran area, Sidoarjo. Data processing was performed using FMECA and AHP methods. The results showed that the most critical risk lies in the management of the meat grinding system with a value of 0.60494 where the influencing factors are the absence of halal certification on the product and not implementing food safety standards, so that mitigation measures are carried out, namely evaluating and fostering manpower planning and job analytic.

Companies must have a competitive advantage in the products they offer in order to maintain customer loyalty. To achieve the competitive advantage is by experiential marketing and customer satisfaction. This study aims to test: (1) The influence of experiential marketing on the creation of customer loyalty. (2) The influence of customer satisfaction on customer loyalty. (3) The influence of experiential marketing and customer satisfaction on customer loyalty. The population of this research is Imperial Resto Restaurant customers and samples taken as many as 115 respondents, selected by using accidental sampling technique. Collection data using questionnaire and using likert scale. Analyze using descriptive analysis method percentage and multiple regression analysis. The result of research shows that partial of experiential marketing (X1) and customer satisfaction (X2) have significant influence on customer loyalty (Y) because it has t count value greater than t table value and has significance value 0,000 < 0,05. Test results by using the coefficient of determination (R2) shows the number of Adjusted R2 of 0.439 or 43.9%. This means that the independent variables of experiential marketing (X1) and customer satisfaction (X2) together or simultaneously can explain the dependent variable that is customer loyalty (Y) of 43.9%, while the remaining 56.1% is explained by other variables not covered in this research. Keywords : Experiential Marketing, Customer Satisfaction, Customer Loyalty

Supply chain (SC) disruptions are increasingly common in today’s dynamic business environment, and understanding the effectiveness of customer relationship management (CRM) practices in achieving customer satisfaction through supply chain resilience (SCR) can provide valuable insights for businesses. This study aims to empirically examine the impact of CRM dimensions and SCR on customer satisfaction. It also examined the mediation role of SCR between different dimensions of CRM and customer satisfaction. A total of 529 responses were collected from different customers of small and medium-sized enterprises (SMEs) in the Middle Eastern region. For empirical analysis, this study employed structural equation modelling through PLS software. The results clearly show a significant direct influence of SCR, customer orientation and knowledge management on customer satisfaction, while surprisingly technology-based CRM does not influence customer satisfaction. Further, the outcomes of this study indicate that there is a significant mediation role of SCR between CRM practices (knowledge management, technology-based CRM) and customer satisfaction. The findings of this study can have important ramifications for managers, stakeholders and policymakers regarding the significance of CRM dimensions and SCR as factors that increase customer satisfaction in Middle Eastern businesses in particular and in developing nations in general.

The sailing floating restaurants (SFR) are new phenomenon for dining out in Egypt, where consumers can be provided not only with a meal but also with an enjoyable casual dining experience with unrivalled views of the Nile. The research objectives are to evaluate food safety application in Egypt, to identify customers` perceptions of the floating restaurants sailing down the Nile and to explore the different attributes that influence customer satisfaction. A Food safety evaluation survey is applied in 12 sailing floating restaurants as a sample of floating restaurants representing 14% of total restaurants of this type in Luxor and Aswan, An Interview with managers of sailing floating restaurants and Customers Food Safety Checklist, 300 checklists were distributed to measure the customers’ feedback (SFR). Data was collected by personal visits. The major findings showed that most executive chefs, who are supposed to be the leaders of kitchen in floating restaurants, are holders of unspecialized education certificates. Most of visited floating restaurants do not have food safety policy or even a written food safety operation standard since most executive chefs ignore the significance of such systems and have poor food safety attitudes and practices. Finally, the study suggested the necessity of creating a food safety operational standards and instruction guide in (SFR).

Aim/Purpose: This study examined how service fairness and SERVQUAL dimensions influenced customer satisfaction and loyalty in mobile financial applications (MFAs) in Phnom Penh, Cambodia. As digital transformation reshapes financial services, understanding these factors is crucial for improving user experiences and fostering long-term engagement. Introduction/Background: Mobile financial applications (MFAs) have become an essential part of Cambodia’s urban financial ecosystem by providing accessible and cost-effective financial solutions. Despite their increasing usage, limited research exists on the factors influencing customer satisfaction and loyalty in this sector. This study aimed to bridge this gap by examining how service fairness dimensions (distributive, procedural, interpersonal, and informational) and SERVQUAL dimensions (reliability, responsiveness, assurance, and empathy) impacted customer satisfaction and loyalty. Methodology: A quantitative research methodology was employed to explore the relationships among service fairness, SERVQUAL factors, customer satisfaction, and loyalty. The study targeted individuals aged 18 and above who actively use MFAs in Phnom Penh. Due to the absence of precise population data, stratified purposive sampling was used to ensure diverse representation across Phnom Penh’s districts. Using Cochran’s formula with a 95% confidence level and a 5% margin of error, the study aimed for a sample size of 400 respondents, but 560 surveys were distributed to enhance reliability, yielding 470 valid responses. Data collection took place between May and July 2024 through online surveys and self-administered questionnaires distributed across various digital platforms. The survey instrument was structured into four key sections: demographic information, MFA usage experience, behavioral factors, and service fairness/SERVQUAL dimensions, which were measured on a five-point Likert scale. Survey items were adapted from prior studies to ensure measurement reliability and validity. The questionnaire was pretested with 30 respondents, and refinements were made to improve clarity and relevance. Advanced statistical techniques were used to analyze the data. Descriptive statistics provided an overview of respondent demographics and usage behavior. Cronbach’s Alpha was employed to assess reliability, while Confirmatory Factor Analysis (CFA) validated the construct dimensions. Structural Equation Modeling (SEM) was utilized to test the relationships among service fairness, service quality, customer satisfaction, and loyalty, with results presented through detailed statistical models and tables. Findings: The study revealed that both service fairness and SERVQUAL dimensions significantly influenced customer satisfaction, which, in turn, drives customer loyalty. Among service fairness dimensions, distributive and procedural fairness had the strongest effects on satisfaction, highlighting the importance of transparent processes and fair service outcomes. Customers responded positively to equitable resource allocation and well-structured procedural guidelines. Regarding SERVQUAL dimensions, responsiveness and assurance emerged as the most influential factors shaping customer satisfaction. Customers highly valued prompt responses to inquiries and the expertise and reliability of service providers. While empathy contributed to satisfaction, its impact was comparatively less pronounced. Customer satisfaction was found to mediate the relationships between service fairness, service quality, and loyalty. This underscored the necessity of fostering positive user experiences to enhance long-term customer retention and loyalty. The findings suggest that MFA providers should prioritize procedural fairness and responsiveness to optimize customer satisfaction and long-term engagement. Contribution/Impact on Society: This study provides empirical evidence of the role of service fairness and SERVQUAL factors in shaping customer satisfaction and loyalty in the Cambodian MFA market. While previous research has examined these factors in other industries, this study uniquely focused on MFAs in a developing Southeast Asian context. The findings emphasize the importance of fair service design and high-quality service delivery in building customer trust and loyalty. By implementing transparent service processes and prioritizing customer support quality, MFA providers can foster financial inclusion and promote sustainable business growth in emerging markets. Recommendations: For MFA providers, the study recommends emphasizing transparency, equitable service outcomes, and efficient customer support to enhance satisfaction and trust. Specifically, providers should: Improve distributive and procedural fairness by implementing clear, transparent, and fair resource allocation policies. Enhance responsiveness by ensuring customer inquiries are addressed promptly and effectively. Strengthen assurance through professional training programs that enhance staff expertise and reliability. Invest in customer service training to improve staff empathy and engagement with users. For researchers, further exploration into additional variables such as trust, security, and digital literacy could offer a more comprehensive understanding of MFA user behavior. Research Limitation: This study had several limitations. Its cross-sectional research design captured data at a single point in time, limiting the ability to infer causal relationships. Additionally, the study focused exclusively on Phnom Penh, restricting the generalizability of findings to other regions or countries. The reliance on self-reported data may have introduced potential bias, including social desirability bias. Future studies should adopt longitudinal designs and include a broader geographic scope to enhance research validity Future Research: Future studies should expand on this research by incorporating additional factors such as perceived security, trust, and digital literacy to provide deeper insights into customer satisfaction and loyalty in MFAs. Comparative studies across different regions or countries could reveal cultural differences in how service fairness and quality affect customer perceptions. Additionally, longitudinal studies tracking changes in satisfaction and loyalty over time would provide a dynamic perspective on user behavior and evolving service expectations.

This study seeks to establish the effects of customer care strategies and programs on customer satisfaction in government agencies a case study of The Kenya Bureau of Standards. The specific objectives were to establish the effects of staff training practices, management support, and customer feedback programs on customer satisfaction. Although various studies have been carried out in this area, no study has been done to examine effects customer care strategies on customer satisfaction in public institutions. The study focused on government agencies and to be specific The Kenya Bureau of Standards. Mixed mode research design was used with questionnaires and supported from secondary documents, which formed the main data collection tools. Data analysis was through Statistical Package for Social Sciences (SPSS) where inferential statistics and linear regression models were used. Staff training was significant determinant of customer satisfaction at p-value of 0.020. Management support (p-value 0.000) and customer feedback mechanisms (at p-value 0.000) had significant influence in customer satisfaction. A unit change in staff training was associated with 0.690 times change in customer satisfaction. Similarly, a unit change in management support led to 0.241 times positive change in customer satisfaction while a unit change in customer feedback mechanisms led to a 0.642 positive change in customer satisfaction. The study concluded that there was need to improve customer satisfaction through enhancing the way management implemented and supported customer service projects. The recommendations included financing customer satisfaction strategies and making customer satisfaction the core outcome of the services offered by KEBS. JEL: H11, H70 Article visualizations:

This study aims to knowing the influence of service quality, price, and brand image. This study is explanatory research. Population is all Pizza Hut customer Jember branch. The sampling method for this study was doing with nonprobability sampling with purposive sampling technique and it got 120 respondents. Data analysis method is multiple linear regression with confirmatory approach. The hypothesis of research is there was influenced service quality toward customer satisfaction, there was influenced price toward customer saisfaction., and there was influenced of brand image toward customer satisfaction on Pizza Hut Restaurant Jember Branch. The result of study showed up that service quality has influenced customer satisfaction. It indicates that given service by Pizza Hut Restaurant Jember branch according to the customer's hope, and the given service is enough satisfy. In order that, highly service quality will increase customer satisfaction. Price is not influenced customer satisfaction. It cause estimated price in receiving session and normally price is not same as decision from Pizza Hut Jember branch. Brand image is not influenced toward customer satisfaction. It cause brand image which Pizza Hut's got, it has not influenced to positive and negative direction. Keywords: Brand Image, Price, Customer Satisfaction, Service Quality.

The retail industry has changed drastically whereby in 2022, a further evolution into the metaverse is having a dramatic effect on the future of retail into virtual shopping and digital experiences. This study examines the factors influencing consumers' satisfaction towards online grocery shopping in Malaysia with the evolution of the metaverse. The technology acceptance model (TAM) serves as the underpinning theory for this study to assess the factors influencing people's intention to shop in online grocery websites. The main objective of this study is to establish the dimensions of customer satisfaction which is hypothesized to have a relationship with customer intention to purchase from online grocery sites and testing the robustness of the TAM model. This study was conducted in Klang Valley with 200 responses obtained and tested on SPSS and Smart PLS3.0. The findings of this research papers showing that PEOU, SEC, and PA do not influence customer satisfaction (SAT) and this will provide organizations insights behind customer satisfaction in e-commerce in the metaverse.

Foodborne illnesses remain a global concern, with lapses in restaurant hygiene posing significant public health risks. In Malaysia, recent closures of prominent nasi kandar establishments due to severe hygiene violations have underscored food safety and sanitation inadequacies. This study, however, brings a ray of hope as it examines the impact of food safety and sanitation practices on customer satisfaction in nasi kandar restaurants in Penang, Malaysia. A quantitative research design was employed, using a structured questionnaire to gather data from 188 respondents through convenience sampling. The survey measured customers' perceptions of food safety practices, sanitation measures, and overall satisfaction. Data were analysed using SPSS to explore correlations between the variables. The findings reveal strong positive relationships between food safety practices (r = 0.993, p &lt; 0.01), sanitation practices (r = 0.984, p &lt; 0.01), and customer satisfaction. Key determinants include visible cleanliness, proper food handling, and adherence to hygiene protocols, which significantly influence customer trust and dining experiences. However, challenges persist in pest control and consistent regulatory compliance. This study emphasises the critical role of robust hygiene and sanitation standards in enhancing customer satisfaction and sustaining Malaysia's cultural and economic importance of nasi kandar restaurants. The findings offer actionable insights for restaurant operators and policymakers to foster a safer and more reliable dining culture by addressing operational challenges and aligning practices with consumer expectations.

Objective: This study aims to examine the SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in relation to service quality and customer loyalty. Design/Methods/Approach: This study employs a quantitative research approach. The population consists of all customers of PT. Bintang Samudera Mandiri Line's maritime transportation and logistics services, totaling 110 companies. The sampling technique used is random sampling, with a sample size of 86 respondents. Data was collected through questionnaires distributed via Google Forms. The data analysis method utilizes SmartPLS 4.0 software. Findings: Tangibles have a significant impact on customer satisfaction. Reliability also influences customer satisfaction. Similarly, responsiveness affects customer satisfaction. However, assurance and empathy do not impact customer satisfaction. Furthermore, customer satisfaction does not significantly influence customer loyalty. Tangibles, reliability, responsiveness, assurance, and empathy do not indirectly affect customer loyalty through customer satisfaction. Originality/Value: No previous studies on SERVQUAL, customer satisfaction, and loyalty have been conducted at PT. Bintang Samudera Mandiri Line. Practical/Policy implication: Companies can use the results of this study to improve their service quality, the findings of this study provide guidance for companies to focus on the service dimensions that most affect customer satisfaction. Companies can prioritize strengthening Tangibles and Reliability to achieve increased customer satisfaction and loyalty, this study also shows the importance of efficiency and reliability in the delivery process. Therefore, companies can improve their logistics infrastructure and management system to ensure on-time delivery and better management of customer complaints. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, and Customer Loyalty

To evaluate the food safety and spoilage risks associated with psychrotrophic Bacillus cereus group bacteria for the egg product industry and to search for relevant risk markers. A collection of 68 psychrotrophic B. cereus group isolates, coming from pasteurized liquid whole egg products, was analysed through a principal component analysis (PCA) regarding their spoilage and food safety risk potentials. The principal component analysis showed a clear differentiation between two groups within the collection, one half of the isolates representing a safety risk and the other half a spoilage risk. Relevant risk markers were highlighted by PCA, that is (i) for the food safety risk, the presence of the specific 16S rDNA-1m genetic signature and the ability to grow at 43°C on solid medium and (ii) for the spoilage risk, the presence of the cspA genetic signature. This work represents a first step in the development of new diagnostic technologies for the assessment of the microbiological quality of foods likely to be contaminated with psychrotrophic B. cereus group bacteria.

Understanding fish production and marketing systems in North-western Nigeria and identification of potential food safety risks using value chain framework

Retail business development becomes very competitive due to offline and online competitor. Business owner has to offer the best services for costumers because customers’ dynamic behavior may let them to try other brands if their needs was not fulfilled. As the numbers of competitors keep increasing and company must have good positioning and credibility to maintain their customers and give positive Word of Mouth. The purpose of this study was to find out the effect of Brand Credibility to Word of Mouth via Customer Satisfaction and Customer Loyalty as intervening variable at Hypermart Cyberpark Karawaci. The sampling technique used in this study was a non-probability purposive sampling. While the analysis technique was using Partial Least Square (PLS) - Structural Equation Modeling (SEM). Respondents were taken from 230 customers of Hypermart Cyberpark Karawaci in Tangerang with particular characteristics. The results showed that Customer Satisfaction and Customer Loyalty were intervening variable between Brand Credibility on Word of Mouth, there was influence of Brand Credibility on Customer Satisfaction and Customer Loyalty, there is influence of Customer Satisfaction and Customer Loyalty on Word of Mouth, and there is influence of Customer Satisfaction on Customer Loyalty.

In the internet telephony market with fierce competition, enhancing the service quality and the customer satisfaction to increase the customer's positive behavior intention has become a significant issue for all internet telephony operators. The goal of our study is to analyze the relationships among service quality, service value, customer satisfaction and behavior intention for internet telephony services. Based on the paper-based and web-based questionnaires, the study has accepted 260 effective responses from people who have tried to use the internet telephony services before. The questionnaires collected are processed by LISREL for further analysis. The study results reveal that: 1. The ”reliability/quality” has the most influence on the service value. The other influence factors in order are ”ease of use” and ”privacy/security”. 2. The ”reliability/quality” has a positive influence on the customer satisfaction. 3. (1) The ”reliability/quality” has a positive influence on the ”loyalty”. (2) The ”privacy/security” has the most influence on the ”pay more”. The other influence factors in order are the ”reliability/quality” and ”ease of use”. 4. The service value has a positive influence on the ”customer satisfaction”. 5. The service value has a positive influence on the ”loyalty”. 6. The customer satisfaction has a positive influence on the ”pay more”. Aggregately, the most significant relationship is that the better service quality an internet telephony operator can provide, the more positive behavior intention the customers will tend to show. Next, the more service value an internet telephony operator can have, the more positive behavior intention the customers will tend to show. The least influence factor to behavior intention is customer satisfaction. Accordingly, a good product design with high reliability/quality, ease of use and service value can increase the user's loyalty and willingness to pay more.

This study explores the impact of service quality, as evaluated using the CARTER model, on customer satisfaction at Bank Syariah Indonesia. Among the six initial hypotheses, only two were confirmed, yielding significant insights. Notably, the research revealed that neither sharia compliance nor tangible aspects significantly influenced customer satisfaction. Assurance and empathy also displayed no substantial impact. Conversely, two pivotal factors emerged as major drivers of customer satisfaction: reliability and responsiveness. This intriguing finding may be linked to a recent hacker attack on Bank Syariah Indonesia, which occurred a month before the study, although further research is required to confirm this hypothesis. Despite the rigor of the research procedures, some limitations emerged, including the use of online questionnaires via Google Forms, which hindered detailed explanations to respondents and potentially affected their understanding. Additionally, the study focused exclusively on the service quality components outlined by the CARTER model, neglecting other important variables like trust, awareness, and loyalty. In light of these findings, the study offers vital recommendations. Bank Syariah Indonesia is encouraged to focus more on the various components of the CARTER service quality model to potentially foster higher customer trust and loyalty. Furthermore, the bank should consider introducing flagship programs and comprehensive approaches to enhance customer satisfaction. Future researchers are encouraged to explore additional factors influencing customer satisfaction, such as product quality and brand image, and to expand the sample to include a more diverse range of respondents. In summary, this study summarizes its findings, limitations, and recommendations, providing valuable insights for Bank Syariah Indonesia and future researchers seeking to enhance their understanding of service quality and customer satisfaction in this context.