This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...

We examine whether and how various biases may influence customers’ satisfaction evaluations and produce discriminatory judgments for minorities and female service employees. We argue that customer satisfaction evaluations are biased because they are anonymous judgments by untrained raters that usually lack an evaluation standard. In our laboratory and field samples, we find disturbing evidence ...

Resumen Todos nosotros necesitamos perdonar y ser perdonados, a fin de autorrealizarnos. En este sentido, en articulo, pretendo analizar la propuesta Dietrich von Hildebrand con relación al tema del perdón ver así que forma esta nos permite entender mejor consiste esencialmente el perdón. Palabras clave : Arrepentimiento, Conversión, Perdón, Pedir Disculpa, Bien Malo Objetivo para Persona, Culp...

In order to compete for profitable customers, companies are looking to add value using Customer Relationship Management (CRM). One subset of CRM is customer segmentation, which is the process of dividing customers into groups based upon common features or needs. Segmentation methods can be used for customer portfolio analysis (CPA), the process of analyzing the profitability of customers. This ...

the purpose of this research is to explore the relationship between after sales service quality and customer satisfaction in informatics services corporation. based on available literature review and guidance of professors and expert people, after sales service elements were identified, which are contact, responsiveness, personnel efficiency, system/product efficiency, system availability, cust...

the aim of this study is to survey the relationship between total quality management and customer satisfaction. in this field research, we have used the standard questionnaire of fuentes et at (2004). the city of sanandaj is the statistical study of manufacturing companies and the statistical society, 135 managers and employees of the centers were randomly selected. in order to examining the re...

understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. this study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. service quality and customer satisfaction were measured by multiple dimensions. a research model was deve...

As IP technologies providing both tremendous capacity and the ability to establish dynamic secure associations between endpoints emerge, Virtual Private Networks (VPNs) are going through dramatic growth. The number of endpoints per VPN is growing and the communication pattern between endpoints is becoming increasingly hard to forecast. Consequently , users are demanding dependable, dynamic con-...