As products on the Web are continually enhanced through “free” Webbased services that add to the product purchase experience, it is important to understand how these free services may affect pricing and customer retention strategies of an online vendor. This paper argues that product competition on the Web is not for generic products but, rather, for expected and augmented product bundles. Our ...

quality of products and services is considered as a key factor for customer satisfaction. quality function deployment (qfd) is known as a critical tool for translating voice of customers to prioritize technical requirements of a production. the level of this satisfaction depends on the number of fulfilled requirements. it should be noted that this level varies according to the possible constrai...

The purpose of this study is to ascertain how customer happiness among users commuter trains influenced by expectations, value, and service quality. Multiple linear regression has been employed as the analytical technique. distribution questionnaires primary method data gathering in quantitative study. Accidental sampling employed. Participants were from Jabodetabek. Between September October 2...

This article explores one potential reason for the online tourism market’s slower than expected growth rate. It investigates to what extent value-added services provided by websites for tour operators and travel agencies are actually perceived as important by the customer in the search and purchase process. An adapted version of a consumer decision process model is used and the results are base...

this research studies the impact of e-banking service quality on customer satisfaction and commitment. the aim of study is applicable, and given the importance of topic, 384 customers of saderat bank branches in tehran province who experienced the use of bank electronic services selected by sampling and randomly. by the use of a questionnaire, the data are collected. for evaluating questionnair...

background: in today's competitive world, organizations' survival and success depends on satisfying customer needs and ex­pec­tations. this is particularly important in health care sector where quality of service and customer relations are the key suc­cess factors. the purpose of this research was to determine whether there was a relationship between patient satisfaction and loyalty to the serv...

Industrial services brand will play a critical role in establishing high-quality customer relationships. Based on this, this study aims to empirically explore the influence of industrial services brand on customers’ perceptions toward the two parties’ relationships. The study develops a conceptual framework firstly for industrial services brand which includes expertise, corporate reputation, co...

A growing number of online services, such as Google, Yahoo!, and Amazon, are starting to charge users for their storage. Customers often use these services to store valuable data such as email, family photos and videos, and disk backups. Today, a customer must entirely trust such external services to maintain the integrity of hosted data and return it intact. Unfortunately, no service is infall...