Operations in Banking: The service quality and effects on satisfaction and loyalty This paper studies the service quality provided by the banks. The objectives are: i) to identify which aspects of the transactions carried out by the banks are important for the service quality perceived by the customers, taking into account some aspects that are sometimes ignored (online channels); ii) to observ...

A multitude of companies today has already identified the need to create a loyal customer base and acknowledged that maintain ing existing customers and extending business with them are significantly less expensive than acquiring new customers (e.g.[17]). Therefore this paper describes the development of a conceptual model to investigate several factors affecting customer loyalty towards the se...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing...

This study aimed at examining the factors that influence and impact employees’ performance levels within Jordanian Banks. This study is based on quantitative research to test the research hypotheses and reveal the important factors that impact loyalty programs. A convenient sample of 377 employees was selected to represent the population which includes all employees working in the banking secto...

Taking Lushan Hot Springs Recreational Area as an example, this research explores the relationship between hot springs hotels’ service quality, customer satisfaction, customer loyalty and lifestyle. Research outcomes indicate that hot springs hotel operators need to enhance customer satisfaction in order to improve customer loyalty directly or enhance service quality in order to improve custome...

At first sight the Internet imposes the ideal medium for carrying out banking activities, due to its cost savings potentials and speed of information transmission. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to retain customers' loyalty arises when the relationsh...

Purpose – This study discusses and tests the combined role of perceived risk, objective knowledge and certainty as moderators in the satisfaction–loyalty relationship. Design/methodology/approach – The authors use survey data of 387 Vietnamese consumers in a food context. A structural equation modelling (SEM) approach for moderator analysis with latent constructs is used to test the hypotheses....

The relatively service-driven restaurant industry is becoming more important in generating income for many Asian countries and hence the service performance of the restaurants must be well understood and managed. The key determinants for restaurant service quality need to be identified, especially for the important segment such as youth customers. Therefore, this paper aims to explore the impor...