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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: Widodo, Shofi Wicaksono, Muhammad, Azilah Hamdzah, Nor Lailatul
Format: Conference or Workshop Item
Language:English
Published: 2023
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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spelling my.utem.eprints.279612024-10-16T08:18:23Z http://eprints.utem.edu.my/id/eprint/27961/ Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri) Widodo Shofi Wicaksono, Muhammad Azilah Hamdzah, Nor Lailatul 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. 2023 Conference or Workshop Item PeerReviewed text en 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 Widodo and Shofi Wicaksono, Muhammad and Azilah Hamdzah, Nor Lailatul (2023) Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri). In: 4th International Conference on Agribusiness and Rural Development, IConARD 2023, 9 August 2023through 10 August 2023, Virtual, Online. https://www.e3s-conferences.org/articles/e3sconf/abs/2023/81/e3sconf_iconard2023_02059/e3sconf_iconard2023_02059.html
institution Universiti Teknikal Malaysia Melaka
building UTEM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknikal Malaysia Melaka
content_source UTEM Institutional Repository
url_provider http://eprints.utem.edu.my/
language English
description 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.
format Conference or Workshop Item
author Widodo
Shofi Wicaksono, Muhammad
Azilah Hamdzah, Nor Lailatul
spellingShingle Widodo
Shofi Wicaksono, Muhammad
Azilah Hamdzah, Nor Lailatul
Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri)
author_facet Widodo
Shofi Wicaksono, Muhammad
Azilah Hamdzah, Nor Lailatul
author_sort Widodo
title Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri)
title_short Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri)
title_full Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri)
title_fullStr Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri)
title_full_unstemmed Customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (Study of UD Sulastri)
title_sort customer satisfaction towards service quality of purchasing chicken meat on-site and through whatsapp services (study of ud sulastri)
publishDate 2023
url 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
_version_ 1814061439874236416
score 13.211869

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