Although empirical research indicates that satisfaction is intimately linked to loyalty, anecdotal evidence reveals that many customers who state that they are very satisfied with a service provider nevertheless subsequently defect. In this paper, the authors focus on identifying which customers are vulnerable to defection despite stating high levels of satisfaction. Drawing on the emerging per...

This present study aims to compare how service brand preference influence service perceived value, customer satisfaction and loyalty in different countries—Japan and China. Moreover, this study purposes to explore whether countries’ image affect service brand preference of customer. Two customer surveys which were practiced in Japan and China were conducted to examine moderation hypotheses, whi...

The present study has been attempted to understand and examine the factors influencing the customers (passengers) satisfaction in the Bangladesh Railway Platforms. The study is exploratory in nature and used factor analysis to identify the foremost significant factors of customers’ satisfaction with service quality. The research methodology is empirical and a survey of passengers (customers) wa...

The future of Higher Education Institutions (HEI) depend on their ability to attract and retain students, increase recognition and prestige. In order to respond to the 'customers' increasingly demanding, HEI need to identify the key factors that influence the satisfaction of a 'customers', thereby creating competitive advantages. These determinants of satisfaction are important elements that gu...

In 1996, the IRS created and implemented its own website—irs.gov—to allow taxpayers easy access to IRS information and resources at their own convenience. Since the site’s inception, the IRS has relied on web analytics to assess the site’s usefulness and to make improvements to enhance the customers’ experiences and satisfaction. Serving customers and improving customer satisfaction within the ...

This study proposed a conceptual model to examine how customers’ perceptions of physical environment influence disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study showed that facility aesthetics, lighting, layout, and social factors had significant effects on disconfirm...

This paper examines the shifting role of perceived value and satisfaction in the formation of loyalty over the duration of a relationship life cycle. Drawing on a sample of online shoppers in Taiwan, the results show that the association between loyalty intention and shopping experiences conforms to an S-shaped growth curve. Customers’ intentions to stay with a website appear to be influenced b...

In Korea, information infrastructure industry has been expanding its business. However, service level of information infrastructure has not reached the expected level of customers in the context of CRM (Customer Relationship Management) yet. In this paper, we develop a structural equation model for Customer Satisfaction Index (CSI) to measure the quality level of information infrastructure refl...

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...