This research investigates the relationship between the quality of airline services, customer satisfaction, and brand loyalty with low-cost airlines in Bangkok’s aviation business. It uses structural equation modeling (SEM) to examine the replies of 521 passengers. The study demonstrates a robust and favorable correlation between the quality of service and customer satisfaction, with a direct impact coefficient of 0.961. Furthermore, service quality directly (0.708) and indirectly (0.284) impact brand loyalty. These impacts are mediated by customer satisfaction, which directly affects brand loyalty with a correlation of 0.296. The model explains 92.3% and 99.0% of the variation in customer satisfaction and brand loyalty, respectively, suggesting a robust and reliable match. The demographic study reveals that the predominant group of participants consists of well-educated, middle-income women who regularly use airline services. These results highlight the importance of service quality in improving customer satisfaction and promoting brand loyalty among travelers. Airlines should emphasize the ongoing enhancement of service quality and customer satisfaction to sustain their competitive edge. This research enhances the existing body of knowledge by emphasizing the intermediate function of customer satisfaction and presenting detailed observations relevant to Bangkok’s aviation industry, providing guidance for infrastructural development and investment. It also offers practical suggestions for managing service quality and implementing customer retention strategies.

This study aims to explore the relationship between online marketing dimensions and customer satisfaction within Jordanian companies and distributors. Utilizing a descriptive analytical methodology, the research focused on customers of Jordanian pharmaceutical companies and distributors. A survey was conducted using a questionnaire distributed to a target sample; out of 75 questionnaires, 61 were returned and valid, yielding a response rate of 81.3%. Data from the questionnaires were analyzed using AMOS and SPSS software. The findings indicated a statistically significant correlation between the collective dimensions of online marketing (attraction, engagement, retention, learning, and communication) and customer satisfaction. However, regression analysis showed no significant relationship between the individual dimensions of attraction, engagement, and retention with customer satisfaction. The study found that Jordanian pharmaceutical companies practice digital marketing at a high level, according to the sample responses. A key recommendation from the study is for pharmaceutical products to be promoted through various online marketing channels, including sponsored ads on social media and websites targeting both local and international audiences.

This study aims to determine the level of satisfaction of business actors with halal certification services by the Halal Product Assurance Organizing Agency (BPJPH), the only Indonesian government-owned agency for halal certification. This study uses a mixed method (quantitative-qualitative), with data collected using questionnaires involving 2367 respondents. The overall quality of certification services was evaluated using key dimensions from the perspective of the Service Quality Model (SERVQUAL), such as (1) certification requirements, (2) information and procedures, (3) completion time, (4) costs/tariffs, (5) service products, (6) competencies of executors, (7) executor behavior, (8) complaint handling, and (9) suggestions and inputs. Data were analyzed using descriptive analysis and the analysis of the weighted average of each dimension of satisfaction with the quality of public services. This study revealed that the overall satisfaction level of business actors was 84.86 (0–100). Among the nine indicators measured, eight fall within the “good” category (above 80.19); one indicator, i.e., the processing time of halal certification, was rated unsatisfactory (76.45); and none was classified as “very good.” The service gap between business actors’ expectations and BPJPH’s service delivery indicates the need to improve halal certification services. These include improvement in completion time, the executive’s behavior, costs, infrastructure, and information and procedures to streamline the certification process. The application of the SERVQUAL model in assessing halal certification standards in this study highlights the specific dimensions of service quality and the performance gaps, suggesting the need for continuous improvement to meet customer expectations effectively. This study examines halal certification services from BPJPH based on inputs from a large sample of Indonesian companies.

The objective of this research is to assess the current state of e-banking in Saudi Arabia. The banking industry is rapidly evolving to use e-banking as an efficient and appropriate tool for customer satisfaction. Traditional banks recommend online banking as a particular service to their customers in order to provide them with faster and better service. As a result of the rapid advancement of technology, banks have used e-banking and mobile banking to both accumulate users and conduct banking transactions. Nonetheless, the primary challenge with electronic banking is satisfying customers who use Internet banking. Thus, the current study seeks to determine what factors affect e-payment adoption with e-banking services. mobile banking, e-wallets, and e-banking, as well as the mediating role of customer trust, can drive e-payment adoption. We distributed the survey online and offline to a total of 336 participants. A convenience sampling technique was used; structure equation modeling (SEM), convergence and discriminant validity; and model fitness were achieved through Smart PLS 3. The findings have shown that mobile banking, e-banking, and e-wallets are three significant independent variables that mediate the role of customer trust in influencing e-payment adoption when using Internet banking services. They should emphasize trust-building activities, specifically in relation to the new ways of e-payment such as e-banking, m-payments, NFC, and e-proximity, which will further help reduce consumer perceptions of risk. The system developers should design user-friendly applications and e-payment apps to enhance consumers’ belief in using them for payment purposes over any Internet-enabled device. They should promptly respond to consumers in cases of failed e-payment transactions and be able to promptly demonstrate transparency in settling claims for such failed transactions. Future studies could benefit from implementing probability sampling to facilitate comparisons with non-probability sampling studies. This study selected responses from only Saudi Arabian adopters of mobile payment technology. We need to conduct research on non-adopters and analyze the results using the model we proposed in this study. Due to time and resource constraints, in depth research using a mixed-methods approach could not be conducted. Future studies can utilize a mixed-methods approach for further understanding.

This study examines the impact of Human Resource Management (HRM) practices, specifically Compensation, Job Design, and Training, on employee outcomes, including Engagement, Efficiency, Customer Satisfaction, and Innovation within an organizational framework. Employing a quantitative research methodology, the study utilizes a cross-sectional survey design to collect data from employees within a public service organization, analyzing the relationships through structural equation modelling. Findings reveal significant positive relationships between HRM practices and employee performance metrics, highlighting the pivotal role of Employee Engagement as a mediator in enhancing organizational effectiveness. Specifically, Compensation and Job Design significantly influence Employee Engagement and Efficiency, while training is crucial for driving Innovation and Customer Satisfaction. The practical implications of this research underscore the necessity for organizations to adopt integrated and strategic HRM frameworks that foster employee engagement to drive performance outcomes. These insights are vital for HR practitioners and organizational leaders aiming to enhance workforce productivity and innovation. In conclusion, the study contributes valuable perspectives to the HRM literature, advocating for holistic HRM practices that optimize employee well-being and ensure organizational competitiveness. Future research is encouraged to explore these dynamics across various sectors and cultural contexts to validate the generalizability of the findings.

Purpose—Quality service plays a significant role in enhancing customer satisfaction and loyalty. The main objective of this research is to investigate the effect of Salalah port service quality on customer satisfaction. Design/methodology/approach—This paper used a quantitative research design. Data were collected from 300 repeated customer of Salalah Port in Oman. Statistical Package (SPSS) version 25.0 was used for analysis of data and adopted to test the hypothesized model. Findings—The research findings confirm the positive influence of the five dimensions of service quality – tangible, empathy, reliability, responsiveness, assurance (TERRA) on customer satisfaction. Originality/value—The findings of this study develop the literature by adding empirical research evidence that the TERRA of Salalah port service quality which have a significant effect on customer satisfaction. The result also provide evidence from the Arab region where the data and research in this region are limited.