Online ISSN: 2515-8260

Keywords : Customer Satisfaction


Pritpal Singh; Mohd Farhan; Parampal Singh.

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 9, Pages 2040-2048

Aim: This research focuses on studying the association between workplace efficiency and
customer satisfaction in tertiary hospitals of Punjab. Material and Methods: Study to find
efficiency was conducted with the help of data envelopment analysis. Data envelopment analysis
focuses on finding efficiency through input /output-based model which follows linear
mathematical formulas. Demand of health services are increasing but availability of health
services is still big issue. In that case, it will become very important for hospitals to optimally
utilize their existing resources with proper efficiency measurements. Hospitals of different sizes
are selected and size is dependent upon bed strength of hospitals. Results: Result explains that
efficiency is considered to be negative moderator between relation of number of specialized
doctors and patient satisfaction. Conclusion :Results in research suggested that higher level of
efficiency level of hospitals lessen the positive effect of specialized doctors on patient
satisfaction In this study medical hospital efficiency applies a negative control between
accessibility of specialists and patient satisfaction,. This study gives the proof that medical
hospital size has a critical negative impact on efficiency of hospital i.e. Present research
indicates that smaller hospitals have a higher level of efficiency than larger and medium-size
hospitals, smaller size hospitals average efficiency is .80. The average efficiency of medium size
hospitals is .75 and the large hospital is .71.


Dr Mohana Krishna Irrinki

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 4, Pages 1085-1095

It is evident that the banking sector plays a vital role in the economic development of any country across the globe. Indian Banking sector was crucial for the Indian economy over the years which had a stable and improved performance. Any service sector, especially the banking sector has to retain the confidence of the customers and at the same time the level of satisfaction should be high which has numerous dimensions differing among the customers along with the place of operation. Banking sector is one of the customer driven sectors where the customer service is distinguished and influenced by incessant technological updation, swiftly changing market conditions, rigorous competition, rapidly changing demands of the customers along with the economic uncertainties pose challenges to the financial institutions in providing services to the customers. Customer satisfaction is important for the growth of the banks which will also impact the economic progress of the country. The present study aims at identifying the level of satisfaction of the customers on various services rendered by the bank such as the Basic Banking Services, Deposit Facilities, Credit Facilities, E-Services and Other Facilities. The study has 302 respondents which is five percent of the total households from five villages of Thallarevu mandal of East Godavari district in the state of Andhra Pradesh. In the study, it is observed that significant relationship exists between the satisfaction levels on the various services and products offered by the bank and the villages where they are residing.

Influence Of Service Quality Dimensions On Customers’ Behavior And Accessibility In The Public Sector Banking

S. Baranidharan; V. Vasanth; K. Sankar Ganesh; V. C. Priyangha; S. Brindhadevi

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4567-4582

The Present study analyzes the quality of service and customer satisfaction and this both are crucial factors for success in the public banking sector in Pondicherry. There are factors together with the quality that effect customer expectations about the service. These two factors are selected such as (i) Reliability (ii) Tangibility. The study is based descriptive and 600 respondents are taken from Indian Bank, SBI and IOB of four blocks of Pondicherry Territory. The large portion of the customers concur the banks actual office and great climate condition, substantial quality of consumer loyalty. The result confirmed that the majority of the customers concur trust value and civilities, yet the bank gives and its administration at the time it guarantee to do so it very well may be seen that the respondents are not completely concurring about the speedy and productive customers care. The investigation portrayed that the sectioned the responsiveness customers' fulfillment levels of chose in banks, similar to State bank of India, Indian abroad bank and Indian bank. During the investigation time frame, dependability and substance is high in Indian Oversea Banks and its administrations are quality successful than other two banks Thus, the main purpose of the banking institution has attracted and retains them for long time by rendering timely and quality service which would give success for the banks.

Influence Of Marketing Mix On Customer Satisfaction In Real Estate: Mediating Effect Of Technology & Moderating Effect Of Government & Building Process In Bangladesh.

Md. Naim Hossain; Prof. Dr. Abu Bakar Abdul Hamid; Prof. Dr. Huam Hon Tat

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 8, Pages 80-96

In Bangladesh the Housing and Real Estate Industry is one of the rapid growing and pioneer business sector. The rapid urbanization needs more accommodation and housing supply, which creates a huge market for the real estate industry in Bangladesh. Brick is one of the main building materials for the construction industry. Brick manufacturing in Bangladesh is done with traditional methods. The fixed chimney kiln (FCK) are used to produce the bricks which consumes coal & fertilized soil and releases pollutants into the atmosphere, leading to harmful effect on animals, human beings and agricultural yields. At present there are number of alternative products are available instead of burnt clay bricks, which are cost effective, environment friendly, and disaster resistant. The Objective of the study is to reviewing literature on the topics, develop a conceptual framework for this research field and investigate the impact of customer satisfaction of the using of these alternative building materials and the technology as a mediating effect within the marketing mix and the role of government & building process. The study would be conducted in Dhaka, Bangladesh where customers & stakeholders would be provided structured questionnaire. The questionnaire would adapt from literature and the study will be conducted with a deductive approach and would be follow quantitative method and positive paradigm. The survey population would be selected from the Dhaka city and among the selected respondent 380 would be the sample size. Convenience sampling method would be applied. The data analysis would be followed descriptive Statistics and regression analysis methods. The analysis would be done by using Smart PLS. The Study would adopt three underpinning theories to establish the relationship among variables. The theories are: Marketing mix theory, the Dissonance theory and the Technology acceptance Model (TAM) theory. The expected findings would be providing a comprehensive view of the customer satisfaction of using alternative building materials and would contribute to body of knowledge theoretically and the practical knowledge will help the policymakers, the government of Bangladesh, managers, and other stakeholders to formulate the next policy and practice. In future, comparative researches can be carried out by collecting samples from other cities of the country. Another research can be done including other social compliance variables which were not included in this study.


Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4143-4149

This study focuses on the customer experience of Malaysia's performance of telecommunications services. The penetration rate in Malaysia has gone over 100 percent, meaning that every person in Malaysia has at least one account registered with the provider of telecommunications. The telecommunications industry rivalry has become fierce because there is a small market between players in the industry. This study using a questionnaire to gather data through random sampling. The analysis used a quantitative approach. Using SmartPLS analysis, one hundred and fifty available respondents were given. The findings show that consumers are more concerned with the service's quality and confidence than with the brand's picture and price. Consumer loyalty was not influenced by brand image and price. One of the critical factors is that for almost identical coverage areas, the services and packages offered are around the same price ranges. For their ongoing long-term strategy, the service supplier would use the result.


Muhammad Asyraf Hasim; Sanusi Abdul Manaf; Aeshah Mohd Ali

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4179-4190

This study aims to measure the relationship between perceived rates on the branded apparel to consumer satisfaction. Price magnitude, price perception, and alternative prices tested for customer satisfaction are three dimensions of perceived prices. Two hundred and forty questionnaires were distributed, obtaining only 176 available answers. In this survey, a purposive sampling method was used, and information was analyzed using SmartPLS. All aspects of the perceived prices demonstrate a positive relationship with consumer satisfaction. In deciding their pricing strategy and tactics, the findings are essential to the apparel market players. In gaining market share and retaining the market, it is also necessary for new or small competitors to change their marketing strategies.

Significance of Relationship marketing in banks in terms of Customer Empowerment and satisfaction

Deboshree Chatterjee; AVS Kamesh

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 4, Pages 999-1009

The financial sector is one of the pillars for nation’s economic empowerment. Hence, all the nations would like to give more importance to the banking sector. In the banking sector, a lot of reforms have been taken place based on the marketing aspects of banks. As per the reforms in the banking sector, customers are one of the most competitive scenarios. This examination endeavours to decide noteworthy components of relationship showcasing and their effect on client strengthening and satisfaction. The paper finishes up based on a broad writing audit that relationship promoting measurements like quality services, Co creation, Transparency, Personalised communication, problem management, client education, customer participation, and technology ought to be taken into genuine thought by banks to engage the clients which thus improve consumer satisfaction and degree of consistency. Subsequently, both gatherings get shared advantages.

The Mediating Effect Of Organizational Learning In Relationship Between ISO9001:2015 Practices And Organizational Performance In MOE In Oman.

Yusra Salim ALHasani; Dr. Zaharuzaman Jamaluddin; Dato’Dr.Hj.Mohamad Nasir

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 6, Pages 3045-3059

The Ministry of Education, represented by the Directorate-General of Planning and Quality Management, Directorate-General of Administrative Affairs, has been certified the ISO 9001:2015 certificate. The certificate is considered an international standard for quality management and services and is aimed at improving the administrative system to achieve high quality. ISO 9001 is applicable to any organisation irrespective of their size or geographical location. One of the major strengths of ISO 9001 is its wider appeal for all types of organisation. Because it focuses on processes and customer satisfaction rather than procedures, it is equally applicable to service providers. ISO 9001 QMS provides the infrastructure, procedures, processes and resources needed to help organisations both monitor and improve their performance to drive efficiencies, client service and product excellence. Customer satisfaction is main element because of the performance of General Directorate in their administration. Other than that proper system will be apply due to ISO application in ministry of education in Oman. Management commitment is another main factor for the employees in the Ministry of Education in order to provide quality service. In previous research also determine that effectiveness and efficiency are important factor in ISO implementation in MOE.


Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4108-4127

This research evaluates customer perceptions towards service quality in the public transport services in Kuala Lumpur, Malaysia. Five dimensions from the service quality were measured to identify which dimensions play essential roles in customer satisfaction. The research uses questionnaires to collect data. 300 questionnaires were distributed among the people who commute daily using public transport. Data collection was done at the selected bus station and based on convenience sampling. 221 usable questionnaires were collected for data analysis using SmartPLS. The results indicated that only reliability and tangibles are significant towards customer satisfaction, while the other three dimensions are not supported. The service provider can use the results to study customer perceptions of their services. It can be used to improve their services and gain more trust from the customer.