today, electronic banking has essential role in banking industry. challenges facing banking industry led to banks make to use electronic banking and delivery services and products throughout electronic banking. moreover, they are trying to understand their customers' needs and everyday increase service quality throughout electronic banking. this research tries to investigate effect of cust...

The goal of software testing should go beyond simply finding defects. Ultimately, testing should be focused on increasing customer satisfaction. Defects that are detected in areas of the software that the customers are especially interested in can cause more customer dissatisfaction. If these defects accumulate, they can cause the software to be shunned in the marketplace. Therefore, it is impo...

today, organizations continuously try to find the ways to gain loyal customers because of their advantages. customer to customer interactions has attracted more attention among marketers in which customer-to-customer interactions has been known as one of the most important methods of creating loyal customers. the present paper seeks to propose a service model developed in traveling and tourism ...

The purpose of this study is to test s structural equation model which aims to explore the extent to which customer lifetime value (CLV) is impacted by customer perceptions of value, satisfaction, and loyalty. A series of examinations revealed that (1) customer value (CV) impacts customer satisfaction and loyalty directly and positively; (2) customer satisfaction is directly and positively rela...

Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. Total Quality Management (TQM) has become a frequently used term in discussions concerning quality. Total Quality management has brought rise in demands on the organizations policy and the customers have gained more importance in the organizations focus. TQM is conside...

This paper reports the customer satisfaction effect of continuous improvement at different intensity levels. The intensity levels were grouped into two, namely highly extensive and less extensive. Data for this study were collected from 205 departmental heads attached to local authorities in West Malaysia by using a questionnaire. Stratified random sampling was applied to select the samples. Th...

Continuous Improvement is a well-known and consolidated concept in literature and practice and is considered vital in today’s business environment. In 2003 a survey, as part of the international CINet survey, has been performed in the Netherlands in order to gain insight into the current practices and the evolution of continuous improvement over the past 5 years. From a sample of 51 companies, ...

Purpose: Customer satisfaction in modern organizations requires employees' job satisfaction that can be led to performance improvement in the organization. In this regard, self-leadership and strengthening of it among the employees and managers can facilitate this subject. The purpose of this paper is to study the relation between self-leadership with job satisfaction and performance improvemen...

Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction-engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level empl...