This study aims to present a model of comment semantic vocabulary built on ontological theories to perform semantic conversion of customer comments on hotel services to ratings through the process of word matching. Ultimately, ratings given by the customers and ratings derived from the conversion of semantic analysis would be used for the analysis of customers’ satisfaction on hotel service qua...

LAPLAND UNIVERSITY OF APPLIED SCIENCES-School of Business and Culture Degree programme: Business Management Writer: Wan Tong Thesis title: Analyzing the relationship between Customer Satisfaction and Customer Loyalty Case: Ritz-Carlton Guangzhou Pages (of which appendices): 51 (8) Date: 10 February, 2015 Thesis instructor: Marita Wahlroos This research aims to analyze the relationship between c...

due to the importance of “service quality and customerssatisfaction” subject, this study seeks to investigate and prioritize thefactors which are effective on service quality and customers satisfactionusing grey relational analysis (gra) method. in the case of statisticalpopulations with large sizes, none of the other methods can competewith gra from the viewpoint of calculation accuracy. the s...

AbstrAct The analysis of quality of services is an important issue for the planning and the management of many businesses. The ability to address the demands and the relevant needs of the customers of a given service is crucial to determine its success in a competitive environment. Many quantitative tools in the areas of statistics and mathematical modeling have been designed and applied to ser...

This study investigates the association between customer satisfaction and willingness-to-pay or price tolerance, The goal is not only to determine whether the association between customer satisfaction and price tolerance is positive or negative but also to gauge the degree of association. The Swedish Customer Satisfaction Barometer provides the data. The empirical analysis indicates a negative ...

today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...

this paper investigates the role of factors affecting the quality of the service provided by state banks in karaj in their key customers’ satisfaction. the conceptual framework of this research shows the effect of factors such as empathy, assurance, responsiveness, reliability and physical realities on customer satisfaction. using a descriptive method, this idea has investigated through using a...

with the advent of internet banking, new generation of customers appeared. banks also for having a larger share in the competitive market should try to attract more customers as well as their loyalty. the present study is focused on identifying and rating the effective factors on electronics loyalty of bank tejarat customers. the present research is a descriptive research in a survey method whi...

recent growth and developments in internet and electronic services play a significant role in banking industry all over the world especially in iran. it caused an intensive competition between governmental and non- governmental banks in the field of using e-banking services in a way that each bank attempts to attract more customers using high-quality e-services. ways of delivering services, qua...