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...

In information technology era, databases are known asone of the most valuable resources for organizations, especially usedin database marketing. Customer Equity is a key concept in DatabaseMarketing which integrates customer acquisition, retention and development.From the perspective of customer equity, customers are theprimary source of both current and future cash-flows. Customer equitymodels...

Direct banks and the ever rising availability of price-comparison websites and online credit intermediaries enable customers to choose the most attractive provider with minimal effort. Moreover, the general openness of national markets to competitors from other EU member states raises competitive pressure further. !" #$$because it is of the opinion that artificial barriers prevent customers fro...

the present research is classified as an applied one employing a descriptive survey design to describe the status quo of the factors affecting customers’ satisfaction with the e-service centers of iran’s police, known as 10 + police centers. the research population involves all the costumers of the 10+ police centers, among which 420 individuals were chosen through simple random sampling techni...

The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. Also, the move towards a customer-centred approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (CLV). There are several researches about the CLV formulas and calculating...

Firms that do better than their competitors in terms of satisfying customers, generate superior return at lower risk. Satisfied customers are more loyal, less sensitive to price movements. The aim of this study is to examine the impact of customer satisfaction on shareholders’ value creation. Customer satisfaction involves behavior of customers that typically relate to purchase or consumption o...

this study investigates the factors affecting the brand loyalty of the customers of auto-mobile industry in region of pakistan with the use of ecsi model. a well-organized structured questionnaire was distributed among the customers of auto-mobile industry. the questionnaire was based on 5 point likert-type scale. results show that the customer expectations have a direct positive impact on perc...

EXECUTIVE SUMMARY German public hospitals face governmental and regulatory pressures to implement efficiency and effectiveness metrics, such as the classification of a Diagnosis Related Groups (DRG) system, by the year 2005. The current average patient stay of nine days in German hospitals is relatively high compared to France with 5.5 days and USA with 6.2 days. CRM will help increase customer...