The public banks in the financial services sector are in the process of transformation into a digital model and thus they need to offer an omnichannel experience that is integrated, accessible and centered to the client. The purpose of this study is to analyze the influence that the experience of omnichannel has on the satisfaction of information of clients in the public banking sector of Peru by means of a multivariate analysis. This research is quantitative, non-experimental, cross-sectional and of an explanatory type. 384 users of the services of digital banking were investigated through a questionnaire of Likert type, structured. The variables of experience of omnichannel and of satisfaction of information of clients were analyzed. By means of descriptive statistics, correlation analysis and of regression analysis of type multiple linear, the variables studied were analyzed. The results show correlation positive and high between all the dimensions of the experience of omnichannel and the satisfaction of information of clients. The proposed regression model has a high explanatory power (adjusted R-Squared = 0.8902). Among the variables analyzed, Ease of use is followed by Accessibility, Convenience, Content quality and Interface design. Customers value very much digital banking platforms that are simple, accessible, efficient and that have information of interest well organized. The results of the study support that customer satisfaction in the public banking sector of Peru depends significantly on the integrated quality of the omnichannel experience offered by public banking institutions. Thus, usability, accessibility and functional efficiency should be strategic elements in order to improve the quality of the digital services and to promote financial inclusion.

This study aims to examine the impact of corporate social responsibility (CSR) on customer loyalty in the Vietnamese textile industry, with a particular focus on the mediating role of customer satisfaction. By adopting Carroll's multidimensional CSR framework, the study seeks to clarify how different dimensions of CSR influence customers' evaluative and behavioral responses in a manufacturing context within an emerging economy. The study employs a quantitative, cross-sectional research design based on survey data collected from customers who had purchased textile products in Vietnam within the previous three months. A total of 161 valid responses were analyzed. CSR is conceptualized as a multidimensional construct comprising economic, legal, ethical, and philanthropic responsibilities. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to assess the measurement and structural models and to test the proposed hypotheses. The findings reveal that all four dimensions of CSR have significant and positive effects on customer satisfaction, with legal responsibility exerting the strongest influence. Customer satisfaction, in turn, has a strong positive impact on customer loyalty, confirming its mediating role in the relationship between CSR and loyalty. The model explains 55.0% of the variance in customer satisfaction and 36.9% of the variance in customer loyalty, indicating satisfactory explanatory power. This study provides empirical evidence that CSR enhances customer loyalty primarily through improving customer satisfaction in the Vietnamese textile industry. By validating Carroll's CSR framework in a manufacturing context within an emerging economy, the findings contribute to the literature on CSR and consumer behavior. The results also highlight the strategic importance of legal compliance and responsible business practices in fostering customer satisfaction and building long-term customer loyalty.

Consumer awareness is one where the buyer could take the right decision in purchasing all types of product. Marketers in view of earning profit, neglect the interest of the consumers and this leads to exploitation of the buyers. To investigate the current scenario, this study focused on the consumer awareness in the urban and rural area towards the Fast Moving Consumer Goods (FMCG) along with the exploitation if any that existed in the market. For this purpose, 557 consumers who were using FMCG products residing in the western region of Tamilnadu were selected through cluster sampling followed by simple random sampling. To meet out the objectives, various statistical tools through SPSS 21 were applied and the result revealed that all the constructs like communication, price, labeling, promotion and unfair trade practices, if any remarkably influencing the consumer awareness. Also, labeling has a noteworthy mediating role between consumer awareness and satisfaction. But there existed a direct negative effect of consumer awareness on the satisfaction. It is suggested that marketers need to focus to fulfill all the rights of the consumers as detailed in the consumerism.

In food processing factories, especially when dealing with perishable items, managing inventory is crucial as it impacts sales, quality, and customer satisfaction. However, inventory management is often complicated by the costs and intricacies of the supply chain. This research aims to create a conceptual model that connects the costs and complexities of the supply chain with satisfaction, sales, and quality through optimized inventory management. The study involves a case analysis of thirteen food processing factories, using a structured questionnaire for data collection. To validate the proposed framework, PLS-SEM was employed. The framework addressed five key research questions, and the results confirmed that inventory management is essential for maintaining quality, sales, and satisfaction, and that supply chain costs and complexity influence inventory management.

This quantitative study examined the relationships between privacy, trust and level of service quality, and customer satisfaction. Jordanian firm employees involved in CRM technology were the study samples. Data from 620 completed questionnaires were analyzed utilizing AMOS software version 23. The study hypotheses were tested through Structural Equation Modelling (SEM). The causal relationships among the study’s main variables were examined as well. Results showed a positive impact of trust, privacy, and level of service quality on customer satisfaction. Managers and practitioners could pursue this study results in their CRM systems implementation. Additionally, the relations between privacy, trust and level of service quality, and customer satisfaction could be examined further as these relations in CRM systems have not been adequately examined, especially in emergent industries of developing countries.

This study aims to analyse the total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.

In today's competitive business environment, the implementation of Customer Relationship Management (CRM) strategies is essential for firms to succeed. The purpose of this study is to investigate the relationship between CRM, customer satisfaction, and business profitability in the Jordanian logistics industry. Specifically, the study examines how customer satisfaction mediates the effect of three key CRM on business profitability. To achieve this, Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze data collected from 384 employees of logistics firms in Jordan. The results of the study suggest that CRM positively affects customer satisfaction, and that customer satisfaction has a significant mediating effect on the relationship between CRM and business profitability. The findings of this study have important implications for logistics firms seeking to improve their business profitability through the adoption of CRM. By focusing on the three key CRM (Customer Identification, Customer Acquisition, and Customer Analytics), firms can improve their customer satisfaction levels, which, in turn, can lead to improved business profitability. This study adds to the growing body of literature on CRM practices and their impact on business profitability, particularly in the context of the Jordanian logistics industry.

This study aims to investigate the impact of logistic management on maritime transportation Service Performance in Oman. According to the resource-based view theory, firms with an inward organizational focus believe that performance stems from unique resources and capabilities specific to the firm. Based on this premise, successful companies aim to cultivate distinctive capabilities, often of intangible nature, to drive future competitiveness. This descriptive study examines the impact of logistic management on maritime transportation service performance. Based on a non- probability sample of 200 respondents from logistics and maritime transport service companies. The relationship between variables was analyzed using structural calculation modeling. The results showed that five out of the nine hypotheses were all positively and significantly supported (supply to services quality, transportation to cost, transportation to services quality, transportation to time and warehousing to cost). While the relationship between (supply to cost, supply to time, warehousing to service quality, warehousing to time) were not supported. The study focuses on the one maritime service provider in Oman, thus precluding the generalizability of findings to other logistics service or logistics areas.

Intense business competition urges companies to continually enhance their marketing strategies to retain and attract customers. Therefore, a profound understanding of factors influencing customer loyalty becomes crucial. Service quality, customer satisfaction, and supply chain value are considered key factors affecting customer loyalty. However, the relationships between these variables and the role of Customer Relationship Management (CRM) as a mediator need further investigation, especially in the context of Indonesian companies. Hence, this research aims to contribute a deeper understanding of the interconnection between service quality, customer satisfaction, supply chain value, and customer loyalty, as well as to explore the role of CRM as an essential link in this dynamic. The research methodology employed is quantitative, utilizing a Likert scale questionnaire distributed online to managers and employees in the automotive sector listed on the Indonesia Stock Exchange (IDX). Out of 400 distributed questionnaires, 261 were successfully collected, with 14 incomplete responses, resulting in a final sample size of 247. Data collection took place from June to August 2023. In data analysis, the study applied the Structural Equation Modeling (SEM) approach using the SmartPLS analysis tool. The research findings indicate that service quality significantly influences CRM, while it does not have a direct significant impact on customer loyalty. Customer satisfaction significantly affects both CRM and customer loyalty. Supply chain value significantly influences CRM but does not have a direct impact on customer loyalty. Customer Relationship Management proves to mediate the relationships between service quality and customer loyalty, customer satisfaction and customer loyalty, as well as supply chain value and customer loyalty.

This research aimed to analyze the direct and indirect influence of customer relationship management and brand image on customer loyalty in the marine export department of DSV Transport Indonesia through customer satisfaction. Customer Relationship Management in goods delivery was one of the essential variables to improve company service to satisfy its customers and impact their loyalty. Research with a quantitative approach uses the Path Analysis statistical tool. This research used quantitative methods with a sample of 199 companies. The key findings of this research stated that customer relationship management has a negative and insignificant effect on the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Thus, the changes occurring in the application of Customer Relationship Management in marine exports would not affect the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Based on the results of this research, it was stated that customer satisfaction was indirectly able to function as a mediator or mediate the indirect influence of Customer Relationship Management and brand image on the customer loyalty to marine exports of DSV Transport Indonesia.