User satisfaction is an important predictor of online consumer behavior and the success of a web-based system. If customers are satisfied with the services received through the online system, it is likely they will keep using the system. To examine factors affecting user satisfaction with e-services, a questionnaire was distributed to a random sample of (615) students out of (5918) at Petra Uni...

This chapter proposes a model that (1) analyzes the direct and indirect effects of e-service quality on satisfaction and value with the moderating/mediating role of value as well as (2) analyzes the positive impact of gender, age, education, and income on quality, satisafaction, and value. The overall results show service quality is a major predictor of perceived value, which in turn is positiv...

The purpose of this study is to continue to fill a gap in the literature by investigating the impact of website-supported customer relationships on customer satisfaction. The study used content analysis to analyze the interview data obtained from a sample of 22 executives and webmasters of eight (8) IT companies in Quebec, Canada to test the hypotheses. The results show that three of the four w...

the main purpose of this research is to evaluate the effect of commercial brands on customers’ loyalty and behavior to hygienic products. here a commercial brand is under assessment about its credibility among consumers in relation to customers’ loyalty and behaviour. in this research the model presented by sweeny and swait consumers and its relationship with customers’ loyalty and behaviour. i...

We provide a descriptive study of the cross-category effects of satisfaction for financial services on retention behavior. Behavioral contrast and learning theories provide the bases for our understanding of these effects. Our main findings are (i) Across banking and investment categories, when customers have different providers, satisfaction with one lowers the retention probability in the oth...

CONTEXT One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in se...

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...

Individuals differ in their propensity to adopt new technologies, and thus the paper integrates technology readiness index (TRI) 2.0 with technology acceptance model (TAM) by investigating how B2B decision makers’ technology readiness explains perceived ease of use and perceived usefulness of digital services. The study further investigates how perceived ease of use and perceived usefulness imp...

Internet portals have been using the email service to attract new members and to retain existing customers. This research aims to enhance the understanding of mechanisms associated to users' intention for email switching (IES). We have employed customer's satisfaction on email service, attractive alternatives, and switching cost to explain the dynamics of IES. Customer's satisfaction is measure...

In the current era, such changes have occurred in the service sector which it has never experienced throughout its history. These changes have impact either on industry structure or competition nature. So, this study aims to Study effect of site quality on online repurchase intention through satisfaction, trust and commitment of customer. This research is survey research, in terms of methodolog...