banking and financial services are important parts of the service industry. quality of service in the banking industry has a close relationship with customer satisfaction service system. banks could create competitive advantage by increasing customer satisfaction and reduce costs in today's competitive environment. this paper presents a decision-making model to obtain optimum tasks assigne...

• Customer satisfaction: The result of optimizing and aligning business processes to fulfi ll customers’ needs, wants, and desires. • Cost reduction: The result of optimizing operations and supplier processes. • Cycle and fulfi llment time reduction: The result of optimizing the manufacturing and logistics processes. • Quality: The result of optimizing the design, development, and production pr...

This paper develops an MILP model, named Satisfactory-Green Vehicle Routing Problem. It consists of routing a heterogeneous fleet of vehicles in order to serve a set of customers within predefined time windows. In this model in addition to the traditional objective of the VRP, both the pollution and customers’ satisfaction have been taken into account. Meanwhile, the introduced model prepares a...

The study of consumer behavior in the refurbishment industry is crucial to the business operation of firms, but there is a lack of research in this regard. With reference to the EKB model specific to consumer behavior, this paper discusses the relationship among consumption characteristics, firm selection behavior and satisfaction degree of refurbishment customers. 242 valid questionnaire copie...

The need to he customer-focused to the highly changing marketing environment has never been more important for financial services institutions. However, under the present circumstances, where customers are becoming more demanding and increasingly mobile between competing financial providers, being customer-oriented is not enough. Financial services companies, and more specifically, their contac...

This paper fills the gap in literature regarding research of NTO’s overseas office marketing efforts and adopting Singapore Tourism Board’s (STB) Traditional Chinese (TC) website as a case study to examine Taiwanese consumers’ satisfactions toward the NTO website. Through an online questionnaire available on STB Taiwan website’s homepage, 257 useable responses were collected. The findings demon...

highly competitive, dynamic and complex environment of banking industry and increasing growth of customers’ demand has led to lots of changes in this industry. therefore, e-loyalty has changed to a considerable subject in e-business environment to preserve customers. this study is conducted in order to identify and study the factors affecting e-loyalty of e-banking services’ users. the methodol...

the aim of this study was to describe and determine the relationship between satisfaction and customer loyalty and word of mouth advertising in zanjan bodybuilding clubs. the population of this study included all customers of bodybuilding clubs in zanjan city who had at least one year of physical activities in these clubs. 280 customers were randomly selected from bodybuilding clubs and data of...