From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is al...

background: the quality of care from the perspective of people with type 2 diabetes using a new model (cqmh) including three dimensions of quality in health care (technical, service and customer quality) was assessed. methods: a cross-sectional survey with a sample of 577 people with type 2 diabetes was conducted. measures were self-reported adherence to national guidelines for technical qualit...

The Balanced Scorecard (BSC) provides an outlook of an organization’s general performance; it integrates financial perspective with other performance aspects, like learning and growth, internal processes, and customer perspectives. The momentous issue, in implementation of BSC, is the proper selection of measures. The main objective of this paper is to introduce a novel approach in an attempt t...

The role of customers in green supply chain management needs to be identified and recognized as an important research area. This paper is an attempt to explore the involvement aspect of customers towards greening of the supply chain (SC). An empirical research approach has been used to collect primary data to rank different variables for effective customer involvement in green concept implement...

The Covid-19 pandemic has changed people’s transaction patterns from offline to online. With this pattern of changes, many mini banks have been transformed into digital banks. However, not all can attract customers, so the bank business expansion failed. For example, failure several in developed countries such as Germany and UK. Therefore, need customers do be active transactions by increasing ...

Background: An effective and efficient last-mile delivery service plays a critical role towards the growth of global online retail sales. In Kenya, customers have often been unwilling to shop again, mainly because issues. However, extent which are satisfied with remains unknown. This is despite significant potential that sector has, unrealised in country’s economy.Objectives: The key objective ...

This paper proposes a customer value driven perspective for analyzing the design of Internet retailing websites, the initial stage in the electronic service delivery channel. As a loyal customer base is crucial for website profitability over both the short and long term, customer satisfaction plays a critical role in determining both website efficiency and customer loyalty. The quandary facing ...

In today’s increasingly competitive markets, greater emphasis is being placed on customer service as a means of achieving competitive advantage. Many organizations believe that ebusiness can provide opportunities to improve customer service operations by enabling them to get closer to the customer and enhance the organization-to-customer contact experience. However, use of the Internet fundamen...