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...

Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performanc...

The rationale behind conducting this study is to evaluate the impact of E-CRM (used by customer relationship officer and web portal) on customer satisfaction that further helps in building customer loyalty. Moreover anxiety is taken as a moderating variable that moderates the relationship between E-CRM and customer satisfaction. For this 300 questionnaires were distributed out of which 250 usab...

today, companies with superior performance in various industries are moving towards customer retention and loyalty. because they have found that it is very expensive to attract a new customer and to maintain its position in the highly competitive environment they need loyal customers. therefore, identifying the factors that affect on customer loyalty is very important. hence, this study examine...

As the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customer satisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conc...

the purpose of this study is to find out if there is a relationship between parameter ofsegmentation and customer satisfaction, in order to find out the current parameter of segmentationin automobile industries in india researcher has gone through several published journal, books,magazines and companies data. the result shows that the most important factor for segmentation ofautomobile industri...

This study explores how the organizational culture represented by conventional market orientation practices influences B2B relationship outcomes and financial returns for production-centered supplier firms. The market orientation practices of 187 large-sized production-centered supplier firms in the U.S. Midwest region are empirically studied using both combined approach and component-wise appr...

This study attempts to determine the effect of service quality on customer satisfaction both from public and private banks in Tangail city. Service quality of different banks is observed that is provided for their customers. An attempt is made to find out which service quality dimensions may enhance customer satisfaction in a better way. To measure the service quality, an extensive survey of ba...

This paper introduces a behavioral model that investigates well-known loyalty antecedents. The model proposes that trust and satisfaction mediate the effect of service quality on loyalty. Structural equation modeling confirms the fit of the model, and it demonstrates significance explaining 65% of student loyalty toward mobile service providers in the UK. The invariance analysis demonstrates th...

Since the introduction of corporate social responsibility (CSR), it has become an important duty of companies and organizations. In addition, academic and industry researchers have attempted to explore the effects of corporate social responsibility on firm performance. To this end, this study examined how corporate social responsibility and service quality are notably associated with customer s...