This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian qua...

Service firms seek customers with high revenues, profits, or lifetime value. However, they frequently ignore variations in consumption that lead to cash flow variability and adversely influence service operations and financial performance. This study shows that variation in individual customers’ consumption or spending on services can be decreased in ways that are actionable by most managers, w...

The purpose of the study was to explore the impact of demography of online customers on e-satisfaction as well as on the determinants of e-satisfaction operating in e-retailing space in India. A theoretical model was derived in accordance with the literature and was tested empirically. Conveniently sampling technique was used. Primary data was collected through a structured questionnaire throug...

the aim of this study was to describe and determine the relationship between satisfaction and customer loyalty and word of mouth advertising in zanjan bodybuilding clubs. the population of this study included all customers of bodybuilding clubs in zanjan city who had at least one year of physical activities in these clubs. 280 customers were randomly selected from bodybuilding clubs and data of...

this research has studied and ranked the service quality and its relation with customers' satisfaction in a bank in iran. in the theoretical principles section, the concepts and denitions related to services, satisfaction, banking and research background have been studied. the statistical community of the study was all the bank customers that have referred to the bankand have had interest...

Purpose: Cloud computing specially on Software as a Service (SaaS) is currently powerful instrument and has attracted substantial attention from industrial, practitioners and academics. This paper aimed to develop an integrated model designed to predict, to examine and to understand information system quality on Software as a Service during the formation of sustainable of continuous intention o...

The scope of this paper is to examine the perceptions which induce the Greek customers to purchase over the Internet, testing the direct effect of experience and the moderating effect of satisfaction. A review of research conducted in the Greek online market demonstrates that satisfaction, self-efficacy, and trust keep a prominent role in the Greek customers’ shopping behavior. To increase unde...

A number of frameworks have been prescribed for online retailers, but still there exists little consensus regarding the amount of information and the level of customization needed to optimize customers’ satisfaction and their purchase intention, and thereby increase sales performance. Against this backdrop, this study aims to contribute to the current practical and theoretical discussions regar...

In cycle of attraction and keeping the customers, fulfilling the customer satisfaction via identifying of their needs is very important. So, identifying the amount of customer satisfaction and informed of the field of strength and weakness in this regard, helps manager programming in line with customers better maintenance. The objective of this study is determination and priority of effecting c...