Data Major

Research Respondent Data Implicat

Research Study (Specific Topic) Framework Variables Collection Findings and
Design s Analysis For prac
Methods Conclusion
1. Effects of service quality and Survey 1190 Theoretical model of the effect of Independent Questionnaire Path Based on Based
customer satisfaction on loyalty of bank design respondents service quality on customer satisfaction Variable: s Analysis measurements results o
customers and customer loyalty •Service of direct, analysis,
Quality One-Way indirect, and evident
Supriyanto, A., Wiyono, B. B., & Analysis total effects, it there is
Burhanuddin, B. (2021). Effects of Dependent of can be seen direct e
service quality and customer Variable: Variance that the one of s
satisfaction on loyalty of bank •Loyalty of (ANOVA) that has a direct quality
customers. Cogent Business & Bank effect on customer
Management, 8(1). Customers customer loyalty;
satisfaction is service q
Mediating service quality had
Variable: (the largest effects
•Customer value is 0.957 customer
Satisfaction rounded to satisfactio
0.96) and the (3) cus
one that has a satisfactio
direct effect on provides
customer loyalty significant
is customer direct e
satisfaction (the on cus
largest value is loyalty to
1,140 rounded bank ser
to 1.14). and (3)
Meanwhile, the service q
direct effect of only pro
service quality indirect e
on customer on cus
loyalty is loyalty th
negative or the cus
minus, so it can satisfactio
be stated that experienc
 service quality customers
has no direct The fin
effect on then
customer loyalty contribute
(the largest answering
value is 1.091). difference
More details, and
can be seen in controver
Table 3. conclusion
previous
research
service q
influenced
customer
loyalty (B
Kristian
Panjaitan,
Citation20
Harazneh
al.,
Citation20
Yee et
Citation20
2. AN INVESTIGATION OF THE IMPACT Survey 353 residential Conceptual Independent Online survey Descriptiv The findings From
OF QUALITY OF SERVICE ON research customers of Variable: e showed that the above, it
CUSTOMER SATISFACTION OF design NamPower •Quality of statistical responsiveness be ded
NAMPOWER RESIDENTIAL CUSTOMERS service analysis dimension that
raised the responden
Namupala, I. N. (2019). An Dependent highest level of wanted
investigation of the impact of quality of Variable: expectation with NamPowe
service on customer satisfaction of •Customer a mean score of employee
Nampower residential customers. satisfaction 4.36 out 5, be eage
University of Namibia. thereby help
revealing that it provide
was the most prompt
 important factor services
in determining customers
satisfaction of all times.
NamPower showed
residential responden
customers. This were
findings were in dissatisfie
contrast with when
previous received
literature quick resp
regarding from s
service quality employee
in power
distribution
company
(Aggarwal &
Kumar, 2018).
3. EFFECTS OF SERVICE QUALITY ON Survey 100 SERVQUAL model Independent Questionnaire Descriptiv With regard to
CUSTOMER SATISFACTION IN PUBLIC design respondents Variable: e statistics the tangibility
TRANSPORT IN TANZANIA: A CASE OF Service Quality on customer
DAR ES SALAAM BUS RAPID TRANSIT Correlatio satisfaction, the
(BRT) Dependent n analysis study results
Variable: revealed that
NJAU, H. P. (2020). “Effects of Service Customer Multiple tangibility as
Quality on Customer Satisfaction in Satisfaction regression the predicting
Public Transport in Tanzania: A Case of analysis variable is found
Dar es Salaam Bus Rapid Transit (Brt) positive and
- The Open University of Tanzania significant
Institutional Repository. The Open statistically on
University of Tanzania. customer
satisfaction as
the dependent
variable
whereas
p<0.05.
4. Relationship between Service Quantitativ 299 customers Conceptual Framework Independent Survey Correlatio The findings The res
Quality, Brand Image, Customer e variable: Questionnaire n showed that suggested
Satisfaction, and Customer Loyalty ●Service - service quality implicatio
Quality Customers positively managers
Sao Mai Dam, Tri Cuong Dam who bought affects the limitations
Dependent goods at brand image, and dire
The Journal of Asian Finance, Economic variable: supermarkets customer for f
and Business 8 (3) 585-593, 2021 ●Customer in Ho Chi satisfaction, and research
Satisfaction Minh City, customer the a
And Customer Vietnam loyalty. findings.
Loyalty Likewise, the
result also
Mediating confirmed brand
Variable image had a
●Brand Image positive impact
on customer
satisfaction and
customer
loyalty.
Moreover, the
outcome also
disclosed that
customer
satisfaction had
a positive
relationship with
customer
loyalty.
5. The effects corporate rebranding of Quantitativ 627 customers Conceptual Framework Dependent Survey Correlatio The study The res
customer satisfaction and loyalty: e who had bank Variable: Questionnaire n identified that, suggested
Empirical evidence from the Ghanaian Descriptive with their ●Customer - (Reliability rebranding had companie
banking industry. respective satisfaction and customers of and no significant banks
banks for six loyalty six banks in Validity) effect on Ghana
Bylon Abeeko Bamfo, Courage Simon years or more Ashanti perceived see rebra
Kofi Dogbe, Charles Osei- Wusu Mediating region. service quality, as mean
 Variable: customer an end
Cogent Business and Management 5 ●Rebranding satisfaction and not end
(1), 1413970, 2018 customer itself. B
loyalty. must be
Rebranding had interested
no moderating making
effect on the investmen
relationship that
between service positively
quality and influence
customer service
satisfaction. No delivery.
moderating
effect on the
relationship of
service quality
and customer
loyalty. And
finally,
rebranding did
not have a
moderating
effect on the
relationship
between
customer
satisfaction and
customer
loyalty. Service
quality on the
other hand, had
a direct positive
effect on
customer
satisfaction and
 customer
loyalty.
Customer
satisfaction also
had a direct
positive effect
on customer
quality. It was
concluded that,
rebranding
activities had no
significant effect
on customers in
the banking
industry in
Ghana.
6. Factors that Influence Customer Quantitativ 115 Research Framework Dependent 6 Likert – Correlatio The findings of Air asia s
Satisfaction e Respondents Variable: Scale based n this study manage
Who have ●customer questionnaire (Reliability disclosed that factors
In Airline Industry in Malaysia been satisfaction was used as and among all influence
travelling by the primary Validity) variables only customer
Matiullah Saadat, Tahani Rashed Air Asia. Independent and only Food service satisfactio
Tahbet, Mohamad Asif Mannan Variable: instrument to and Ground more
IOSR JBM 20 (8) 1-6,2018 ●Services collect the staff has efficiently
provided by necessary significant the numb
flight data from the impact on responden
attendants current study customers was not
●Tangible satisfaction in significant
Features Air Asia (111 sa
●Food Service Malaysia, and size)
●Online Service all other factors researche
●Ground Staff (online service, were res
tangible by the
features, flight period,
attendants) may pos
 showed no challenge
significant provide
relationship with generaliza
customer of the find
satisfaction in We su
Air Asia that f
Malaysia. research
Therefore, Air use a b
Asia needs to sample
be efficient in and
operations, replicate
attracting and research
retaining other a
hardworking companie
and skilled such
people and Malaysia a
focus on for
providing better accurate
food service to findings.
achieve more
customer
satisfaction.
Attracting new
customers is
essential, but
maintaining
existing
customers is
even more
critical and
customer loyalty
results from
customer
satisfaction.
7. CUSTOMER LOYALTY: The Effect Quantitativ The research Conceptual Framework Independent Survey Descriptiv The research The
Customer Satisfaction, Experiential e research correspondent Variable: e Analysis highlights that shows
Marketing and Product Quality s are Uniqlo Customer satisfied Uniqlo happy U
consumers, Satisfaction, customers tend customers
Ian Gunawan totaling 100 Experiential to stay loyal, more like
KINERJA: Journal Manajemen people Marketing, emphasizing the stay loya
Organisasi dan Industri 1 (1), 35-50, Product Quality crucial role of make r
2022 customer purchases
Dependent happiness in focusing
Variable: brand loyalty customer
Customer satisfactio
Loyalty businesse
influence
behavior
build la
relationsh
highlightin
the impor
of
understan
customers
psycholog
needs
8. The impact of customer relationship Quantitativ A total of 345 Theoretical framework Independent Questionnaire Correlatio In Pakistan, The
management and company reputation e questionnaires Variables: s n small emphasize
on customer loyalty: The mediating role were Customer businesses the need
of customer satisfaction distributed Relationship thrive by staff trus
among the Management providing great smart
Rizwan Ullah Khan, Yashar Salamzadeh, top (CRM), service and advertisin
Qaisar Iqbal, Shaohua Yang management. Company having a improving
Reputation positive image, company’
Journal of Relationship Marketing 21 217 responses which keeps reputation
(1), 1-26, 2022 were received Dependent customers loyal. customer
Variable: Customer loyalty
181 were Customer satisfaction is Pakistan.
used for final Loyalty key. To Policymak
 analysis succeed, trust and bus
Mediating among staff and experts
Variable: effective use
Customer advertising are findings
Satisfaction crucial. create sp
Policymakers strategies
and experts can small
use these businesse
findings to the area.
boost customer
happiness,
improve service,
and enhance a
company’s
reputation,
helping small
businesses
succeed in a
tough market.
9. Role of service quality, price, and Quantitativ 59 client firm Theoretical framework Mediating The study Descriptiv The findings The r
firm image on customer satisfaction in e responded variable: collected data e suggest that support
Philippine accounting firms. Journal of •service quality through a Statistics accounting firm expectatio
Risk and Financial Management, 15(2), and customer Web-based clients are theory in
Brucal, S., Corpuz, C., Abeysekera, I., & satisfaction questionnaire satisfied with Philippine
David, R. (2022) administered the services context,
https://doi.org/10.3390/jrfm15020075 Independent using Google they receive service
variable: Forms from their delivery
•only service respective a crucial
quality providers in po
disconfirm
. The fin
also show
service
delivery
evaluate
 considerin
the pric
client se
and cus
satisfactio
Although
study doe
provide
sufficient
evidence,
there i
possibility
have tie
service
delivery
correspon
with diff
price
and cus
satisfactio
10. Customer Satisfaction and Level of Quantitativ 150 Conceptual framework Dependent: The study Descriptiv Indicated that It showed
Motivation Among Airbnb Consumers in e methods respondents are the level of collected data e there is a demograp
Makati City, Philippines, satisfaction and through a Statistics significant profile
the Survey relationship not
Ryan Joseph (R. J.) Calinao , Andrea M. motivational Questionnaire between the customer
(A. M.) Alcantara & Lyre Iris . (L. I. ..) factors that respondents’ satisfactio
Bermejo influenced satisfaction in and leve
Journal of International Tourism and customers’ terms of the motivation
Hospitality Management 4 (2), 1-1, behavior which Airbnb However,
2019 consists of accommodation’ significant
https://ejournals.ph/article.php? pricing, s price, relationsh
id=15077 location, location , was
authentic authentic between
experience, experience, latter two
uniqueness of uniqueness of research
 unit, ease of unit, ease of broaden
booking, and booking, size of vision of
size of accommodation, students,
accommodatio and their profession
n motivational and of
factors in under
Independent: choosing hospitality
Consists of Airbnb. industry
age, sex, have a b
nationality, understan
monthly of Airbnb.
income,
purpose of
visit, length of
stay, and
frequency of
visit
11. A study of relationship among Qualitative 278 avid users Conceptual Framework Mediating Journals And Descriptiv The study The reli
service quality of E-commerce websites, of three variable: google e statistics customer and valid
customer satisfaction, and purchase popular Individual satisfaction and the
intention websites was intentions purchase questionn
taken to intention was were ch
Sanjay Dhingra, Shelly Gupta, Ruchi validate the found through
Bhatt model. statistically measurem
International Journal of E-Business significant. model an
Research (IJEBR) 16 (3), 42-59, 2020 structural
equation
model
used
confirm
relationsh
among
dimension
12. The impact of food service Quantitativ 2-5 university Theoretical Independent Survey Descriptiv Finally, it is These ex
attributes on customer satisfaction in a e food has Framework variable: Questionnaire e worthwhile to influential
rural university campus environment service Cognitive mention that as factors ne
flexibility the global be consi
Mireille Serhan, Carole Serhan competition in in f
manufacturing research
International journal of food science industries.
2019 Intensifies in
today’s dynamic
business
environment, it
is imperative for
manufacturers
to develop
value-added
services to
increase their
competitiveness
. But, different
manufacturers
may have
different
organizational
structures and
available
resources.
13. Measuring the impact of CSR Quantitativ 382 Alatawi, I. A., Ntim, C. G., Zras, A. A., & Independent Using the Structural The result of The
practices on customer satisfaction e respondents Elmagrhi, M. (2023b). CSR, financial and Variable: Raosoft data the study shows district
during pandemic: A quantitative study Descriptive Stratified non-financial performance in the tourism •Cognitive sample size analysis that CSR promote
in the Philippines sampling sector: A systematic literature review Flexibility calculator practices welfare
and future research agenda. Statistical significantly behave
Danzen Bondoc Olazo International Review of Financial Dependent treatment impact good corp
Analysis, 89, 102734. Variable: customer citizens;
Social Responsibility Journal, 2023 https://doi.org/10.1016/j.irfa.2023.1027 •Customer satisfaction. In must s
34 satisfaction the test of the the reso
•Customer degree of allocated
Olazo, D. B. (2023). Measuring the feedback relationship CSR initi
 impact of CSR practices on customer between the in ways
satisfaction during pandemic: a Mediating dimensions of yield opt
quantitative study in the Philippines. Variable: CSR and benefits
Social Responsibility Journal, 19(8), •Trust customer society as
1521–1534. https://doi.org/10.1108/srj- •Perceived satisfaction, it as to
06-2022-0244 value was found that stakehold
•Reputation there is a the comp
•Emotional significant
connection relationship
between the
two variables.
14. Determining Factors Affecting Quantitativ 200 Jou, Y., Saflor, C. S., Mariñas, K. A., & Independent Survey Analytical According to the Expectatio
Perceived Customer Satisfaction on e individuals - Young, M. N. (2023). Determining Variable: Interview Hierarchy results of of
Public Utility Bus System in Occidental bus transit Factors Affecting Perceived Customer •Communicatio Questionnaire Process observations, passenge
Mindoro, Philippines: A Case Study on passengers Satisfaction on Public Utility Bus System n (AHP) interviews, and and
Service Quality Assessment during who regularly in Occidental Mindoro, Philippines: A survey perception
Major Disruptions use the bus in Case Study on Service Quality Dependent SERVQUA questionnaires, the tang
Occidental Assessment during Major Disruptions. Variable: L the researchers dimension
Yung-Tsan Jou, Charmine Sheena Mindoro, Sustainability, 15(4), 2996. •Interview dimension discovered that during CO
Saflor, Klint Allen Mariñas, Michael Philippines https://doi.org/10.3390/su15042996 •Customer s the passengers 19
Nayat Young feedback utilization have five
Based on the Disconfirmation of of new criteria for
Sustainability 15 (4), 2996, 2023 Expectations theory Mediating technolog ranking bus
Variable: y preferences:
•Outcome travel cost,
Expectations AMOS 22 travel time,
•Customer and IBM waiting time,
satisfaction SPSS accessibility,
and safety.
Moderating Structural Using the
Variable: equation Analytical
•Service models Hierarchy
Quality (SEM Process, we
found that
Final safety accounts
 structure for the most
equation significant
model weight for bus
passengers.
This is mainly
because of the
pandemic, and
passengers
have become
more conscious
of the
environment.
15. Public utility vehicle service quality Quantitativ The study Chuenyindee, T., Kester, S. O. A., Dependent Questionnaire SERVQUA SEM was The fin
and customer satisfaction in the e targeted all Ramos, J. P., Prasetyo, Y. T., Nadlifatin, Variable: L utilized to from this
Philippines during the COVID-19 - residents in R., Kurata, Y., & Sittiwatethanasiri, T. •Observation dimension derive more serve as
pandemic Descriptive the Philippines (2022). Public utility vehicle service s insight evaluation
analysis who have quality and customer satisfaction in the Independent regarding the the s
Determinants of social entrepreneurial experienced Philippines during the COVID-19 Variable: Statistical causal quality of
intentions in a developing country riding PUV in pandemic. Utilities Policy, 75, 101336. •customer method relationships during
context. Journal of Business Venturing this pandemic https://doi.org/10.1016/j.jup.2022.1013 feedback between the pandemic
Insights, 14, e00207. or specifically 36 SEM SERVUQAL Determini
starting from Moderating model dimensions, the signi
De Sousa-Filho, J. M., Matos, S., da March 16, Variable: COVID-19 and
Silva Trajano, S., & de Souza Lessa, B. 2020 •Service Internet safety protocol, insignifica
(2020). Quality platforms service quality, dimension
and customer offers se
satisfaction. The practical
results showed implicatio
that three different
dimensions stakehold
significantly i.e.,
influence. PUV governme
service quality and
and customer operators
satisfaction. The These pra
 three significant implicatio
. dimensions are can be a
COVID-19 strategy
protocols, improving
tangibility, and service q
assurance. of PUV i
Among the Philippine
three significant
dimensions,
COVID-19
protocols
showed to be
the most
significant

GROUP 2

HANZ MAINGA
LESLY TACLAN
MELJANE MERTO
IRENE MALANA
NORIE JOY MERZA
JOANA MAE SACOBO