With the fast development of digital systems and concomitant information technologies, there is certainly an incipient spirit in the extensive overall economy to put together digital Customer Relationship Management (CRM) systems. This slanting is further more palpable in the telecommunications industry, in which businesses turn out to be increasingly digitalized. Customer churn prediction is a...

The aim of this paper is to investigate the determinants and consequences of customer satisfaction in hotel industry in Iran. A Confirmatory Factor Analysis (CFA) and Structural Equation Modeling have been utilized with information provided by a survey conducted in Iran (Kish Island).Results indicate that perceived value has a significant impact on customer satisfaction in hotel industry. Moreo...

mobile technology is getting changed very fast in commensurate with other technological hyper changes. buyers’ expectation from a new cellular phone is also changing over time. producers, thereby, have to keep themselves abreast of changes in customer taste and preferences to attract, capture, grow, and retain both existing and potential customers. this study is set to measure factors affecting...

The expectation norm of Information Systems SERVQUAL has been challenged on both conceptual and empirical grounds, drawing into question the instrument’s practical value. To address the criticism that the original IS SERVQUAL’s expectation measure is ambiguous, we test a new set of scales that posits that service expectations exist at two levels that IS customers use as a basis to assess IS ser...

this study focuses on a review of “Expectancy Disconfirmation Theory” (EDT) as a famous theory in measuring customer’s satisfaction. In today’s competitive e-marketplace, e-businesses that determine an efficient strategic think behind their e-commerce activities involve designing a qualified website and presenting good quality of products and services will be more successful in attracting custo...

In today’s competitive e-marketplace, designing a qualified website and presenting good quality of products and services will be more successful in attracting customer satisfaction. Measuring customer’s satisfaction by an empowerment tool that has ability to cover and make relationship among all concepts that are explained above is imperative. This study focuses on a review of “Expectancy Disco...

B loyalty and the more modern topics of computing customer lifetime value and structuring loyalty programs remain the focal point for a remarkable number of research articles. At first, this research appears consistent with firm practices. However, close scrutiny reveals disaffirming evidence. Many current so-called loyalty programs appear unrelated to the cultivation of customer brand loyalty ...

In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads ...

We consider a version of an optimal stopping problem, in which a customer is presented with a finite set of items, one by one. The customer is aware of the number of items in the finite set and the minimum and maximum possible value of each item, and must purchase exactly one item. When an item is presented to the customer, she or he observes its value, and determines whether to purchase the it...

Abstract. Nowadays, the industry competency of forwarding service is getting tight. PT. X as one of forwarding company keeps increasing service quality to their customer. Satisfaction is reaching if what the consumer desire fulfilled by services. Analysis of customer satisfaction is measured by servqual method. The method is aimed to recognize the gap between customer expectation and customer s...