customer satisfaction is the major concern to many leading companies throughout the world.customer satisfaction is the major concern to many leading companies throughout the world. more firms use satisfaction ratings as an indicator of the performance of products and services and as an indicator of the company’s future. as lately shown companies that are able to identify customer needs and alig...

Purpose – Taking into consideration external (technology acceptance factors, website service quality) as well as internal (specific holdup cost) factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics. Design/methodology/approach – This study adopts structural equation modelling (SEM) as the...

Despite the diverse strategies being implemented to address the challenges of fixed capacity in an increasing demand context, there are limitation to the level these strategies can be implemented. In this context, Qureshi, Bhatti, Khan, & Zaman, (2014) in a study on measuring queuing system and time standards notes that an increase in capacity is not cost effective in the long run. This is beca...

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...

With the rapid development ofmobile technology and large usage rates ofmobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The finding...

Recommendation and repurchase intentions are the two most important dimensions of customer loyalty. Latent satisfaction thresholds at the individual level, if obtained, can function as an additional valid and effective criterion to satisfaction ratings in determining customer behavior. Hence, customer segmentation based on these thresholds can help firms optimize their resources to improve cust...

In this paper, customer satisfaction cues in retail banking services in Greece to be positioned in view of existing literature but also to be are examined. The study proposes an instrument of customer satisfaction differentiated in order to be able to adapt to different business that contains service quality and such other attributes as price, conveenvironments. This reflects the position of Br...

While customer satisfaction and loyalty regarding most physical goods and services have been well explored in academic literature, there exists little research on these factors with respect to mobile telecommunications services. Nevertheless, standardized satisfaction measures are suggested to be useful for various telecom-industry stakeholders. However, such a global standard measure of satisf...