Many multinational corporations have implemented cross-national satisfaction measurement programs for tracking and benchmarking the satisfaction of their customers across their various markets. These companies measure satisfaction with the goal of maximizing customer loyalty and the financial benefits associated with loyalty. However, existing research comparing consumer satisfaction across nat...

Literature has stressed the importance of customer retention (loyalty) as it is considered to be a vital source in attaining not only competitive advantage but also improved business performance. A number of studies on online shopping behavior have indirectly related customer satisfaction to repurchase intention. But very few studies have explicitly studied the relationship between customer sat...

Your use of the JSTOR archive indicates your acceptance of JSTOR's Terms and Conditions of Use, available at http://www.jstor.org/about/terms.html. JSTOR's Terms and Conditions of Use provides, in part, that unless you have obtained prior permission, you may not download an entire issue of a journal or multiple copies of articles, and you may use content in the JSTOR archive only for your perso...

In this study, we propose a three-component customer value model for ecommerce. This model draws upon the literature in marketing, consumer study, and information systems. It decomposes customer value into process value, outcome value, and shopping enjoyment. This three-component model is parsimonious and comprehensive. The results from this study show that outcome value and process value contr...

This exploratory study aims at identifying the influencing factors of customer satisfaction of Automated Teller Machines (ATMs). From the literature review and experts’ suggestions, a research model has been developed which consists of six factors namely cash availability, transaction speed, long queue, perceived quality, ease of use and ease/certainty of fee payment. A newly designed questionn...

This paper presents an analysis of quality, customer satisfaction and business performance in food industry. The main objective of the research is to determine the influence of quality on customer satisfaction and on business performance and competitiveness. In particular, this paper answers the following research question: Does the quality of a product result in a satisfied customer and thereb...

customer is the axis of organizations' activities and the mission of all modern organizations is based on the customer. quality as a concern and concept of management is defined in relation to customer satisfaction. regarding the common purpose of customer knowledge management and quality function development technique, this research is to evaluate automobile industry emphasizing the types of c...

Quality function deployment (QFD) is a customer-driven approach for processing new product developments in order to maximize customer satisfaction. Each engineering design characteristic is maximized for product performance according to the level of customer satisfaction. To cope with the vague nature of product development processes, fuzzy approaches are used to represent the importance scores...

This non-experimental, causal study related to examine and explore the relationships among electronic service quality, customer satisfaction, electronics recovery service quality, and customer loyalty for consumer electronics e-tailers. This study adopted quota and snowball sampling. A total of 121 participants completed the online survey. Out of seven hypotheses in this study, five were suppor...

the purpose of this article is to present a model for customer satisfaction in the development banking sector. in the design of the customer satisfaction model, an attempt has been made to consider the characteristics of the development banks. thus, three dimensions of quality of service, characteristics of the service, and access to service have been considered as the main dimensions of the mo...