Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri)
Customer satisfaction is an essential aspect of a large and small-scale business. A high level of satisfaction encourages customers a product loyalty. The presence of constraints within small enterprises, encompassing various types of services and resources available, promotes investigating the stra...
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| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2023
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| Online Access: | http://eprints.utem.edu.my/id/eprint/27961/1/Customer%20satisfaction%20towards%20service%20quality%20of%20purchasing%20chicken%20meat%20on-site%20and%20through%20whatsapp%20services%20%28Study%20of%20UD%20Sulastri%29.pdf http://eprints.utem.edu.my/id/eprint/27961/ https://www.e3s-conferences.org/articles/e3sconf/abs/2023/81/e3sconf_iconard2023_02059/e3sconf_iconard2023_02059.html |
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| Summary: | Customer satisfaction is an essential aspect of a large and small-scale business. A high level of satisfaction encourages customers a product loyalty. The presence of constraints within small enterprises, encompassing various types of services and resources available, promotes investigating the strategies applied to ensure customer satisfaction. This study aimed to compare customer satisfaction towards service quality within purchasing chicken meat on-site and through WhatsApp. The research was conducted at UD Sulastri, one of the chicken meat retailers with high daily demand. Accidental sampling was employed to obtain 56 samples of on-site purchases and 20 on WhatsApp purchases. Assessment of satisfaction was applying a structured questionnaire containing profile questions and indicators related to tangibility, reliability, responsiveness, assurance, and empathy. The results revealed that customers at UD Sulastri were very satisfied with all measured dimensions. The average score of tangibility and empathy on purchases through WhatsApp was higher than on-site purchases. Purchasing through WhatsApp did not involve complex cognitive aspects. Hence, a prompt and efficient response was sufficient to provide customers satisfaction. Future research is suggested adjusting the dimensions based on the specific aspects related to the products to enhance the representativeness of the results. |
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