Since customer satisfaction analysis traditional approaches are out-ofdate and do not adequately fit information about customer expectations on services, in this paper we propose a new theoretical approach: the Customer Experience Management. Moreover this paper describes our analysis on the perceived value by customer according to the services that a company supplies. This analysis presents tw...

customer satisfaction is a critical element for excellence and achievement of anyorganization in a competitive environment. mosques as a nonprofit-religious institutionshould pay attention strongly to satisfying their customers namely prayers, so they cansurvive in a competitive environment of culture. present study aims to design a modelof determinants of people satisfaction to mosque and thei...

the purpose of this research is to explore the relationship between after sales service quality and customer satisfaction in informatics services corporation. based on available literature review and guidance of professors and expert people, after sales service elements were identified, which are contact, responsiveness, personnel efficiency, system/product efficiency, system availability, cust...

PurposeHotel Industry is one of the most substantial factors for Tourism Industry. It could provide the necessary substructures for Tourism. Therefore the growth in Tourism industry depends on growth in Hotel industry. Hotel industry had a major growth in recent years in Iran; therefore the purpose of this paper is to explore the customer satisfaction in hotel industry. This paper aims to ident...

The purpose of this study is the feasibility of customer relationship management implementation from employees and managers' perspective of Melli bank in Esfahan city by using structural equation modeling (SEM). This study is applicable in terms of purpose and descriptive –survey in terms of method. The sample population of this study was employees and managers of Melli bank in Esfahan city in ...

Requirements elicitation is a critical and error-prone stage in software development where user requirements should be defined accurately to ensure the success of the software system. In a highly competitive market, businesses are focusing more on satisfying customer needs which largely affect customers decision to buy the software product, providing the potential for the success of the softwar...

The purpose of this paper investigates the effect of perceived value on customer loyalty through brand image and customer satisfaction in a lowpriced cosmetic brand, as well as to examine the moderating role of gender. The results showed that perceived value positively affects brand image and customer satisfaction. Brand image positively influences customer loyalty but does not influence custom...

In this paper we deal with the problem of identifying a valid way to characterize heterogeneity in the analysis of customer satisfaction observing the phenomenon through a new perspective. In the literature, the variability of a Customer Satisfaction index is measured by the standard deviation or the coefficient of variation. In this way, heterogeneity among customers may be masked. To overcome...

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...