The needs of surgeons for computer-assisted systems cannot be satisfied unless their requirements and expectations are known. We determined surgeons' needs for computer-aided systems using group facilitation processes that measure customer wants and needs, including quality function deployment and Kano Analysis. A one-day workshop hosted by the CISST ERC (Computer Integrated Surgical Systems an...

The importance of electronic commerce (in the following eCommerce) has increased significantly during the past decade. In this context this study analyses the antecedents and effects of customer satisfaction concerning german online bookshop trade. The study is based on data collected from 309 privat german customers. The data was collected through an online survey in spring of 2005. The data e...

Purpose: There are variety of factors that influence a customer’s selection bank in general. However, there is large gap the literature covers customer decision to choose between an Islamic and conventional one. To this end, we try fill by using case study Morocco analyse contributing consumer’s selection. Methodology: The analysis presented paper applying artificial intelligence method KANO an...

Background and Objectives: One of the main concerns of hospital managers is their ability in improving their organization's performance. The use of quality management and decision-making techniques facilitates managers to achieve this goal. In this research, the corrective activities to increase the quality of hospital services are determined and selected using an integration o...

The goal of software testing should go beyond simply finding defects. Ultimately, testing should be focused on increasing customer satisfaction. Defects that are detected in areas of the software that the customers are especially interested in can cause more customer dissatisfaction. If these defects accumulate, they can cause the software to be shunned in the marketplace. Therefore, it is impo...

Bhinneka Shuttle is a companies which engaged in customer delivery transportation services and was founded 1972. Throughout 2022, experienced an unstable amount of revenue did not achieve the target number passengers. Based on results comparison four branches outlets Bandung City, it known that Mekar Wangi needs to get improvement priority. This supported by low Google review rating many compla...

For the success of CRM, it is important to target the most profitable customers of a company. Many CRM researches have been performed to calculate customer profitability and develop a comprehensive model of it. Most of them, however, had some limitations and accordingly the customer segmentation based on the customer profitability model is still underutilized. This paper aims at providing an ea...

i Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically u...

The Software-as-a-Service (SaaS) product model provides clients to outsource software application processing requirements. Customer satisfaction is an important problem facing SaaS firms. Marketing theory suggests that customer satisfaction is affected by perceived value, but this relationship has not been examined in the SaaS context. This study argues for the mediating role of perceived value...