Providing customers with high-quality information is a key determinant for the success of mobile Internet. This study identifies the important dimensions of information quality in increasing user satisfaction and customer loyalty for mobile Internet services. In order to achieve this goal, we propose a general model of information quality with four dimensions, which we constructed by expanding ...

Currently, online and offline channel integration as a successful business model is used in many industries, this paper aims at providing an insight into the factors affecting online channel (online shop) and offline channels (entity shop) in the agricultural product industry. Drawn from the extant literature, a consumer online and offline behavior model including trust, system quality, informa...

Globalization and deregulation are modifying the competitive framework in the majority of economic sectors and, as a result, many companies are changing their commercial model to focus on the preservation of existing customers. Understanding customer loyalty therefore represents an element of competitive advantage. In this brief paper, we investigate loyalty in the Spanish petrol station market...

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during, or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The internet has the potential to dominate all other mark...

Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actu...

The study investigates the impact of service recovery on word of mouth, customer trust and customer loyalty in public sector organizations of Pakistan (Pakistan Post, Pakistan Railways and Pakistan International Air Lines). This study employed a quantitative method approach to collect and analyse the data collected through a survey questionnaire. The study sample population comprised 300 custom...

Considerable resources are expended annually on building business brands, yet the literature is virtually silent on brand loyalty in a business setting. This study examines the relationship between attitudinal loyalty and behavioral loyalty in a business services context, and attempts to identify two key antecedents of loyalty in this context. In particular, little is known about small business...

this study examines the impact of service quality on customer satisfaction and loyalty in indian banking sector by applying servperf scale. a total of 50 customers of state bank of india, mohan nagar township branch of salem district in tamilnadu were interviewed on convenient basis for the above purpose.  tools like exploratory factor analysis. inter-correlation, analysis of variance, multiple...

this essay proposes results of three investigations on satisfaction of industry & mine bank's customers. this research rendered yearly and pursues following purposes: attainment to resolution for increasing customers' satisfaction, knowing of customers' attitudes on bank employees, customers' judgment on regularities of bank, measuring customers' satisfaction, knowing o...