understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. this study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. service quality and customer satisfaction were measured by multiple dimensions. a research model was deve...

customer satisfaction has been one of the strategic issues in recent two decades. this research is to study and design a model of service quality, and evaluate effective dimensions on customer’ quality perceived services and satisfaction. up to now, multiple factors integrally related to the measurement of services quality and customer satisfaction have not been studied in iran. the present res...

Continuous Improvement (CI) is a well-known and consolidated concept in management literature and practice, and is considered vital in today’s business environment. In 2003, a survey, which is part of the international CINet survey, was conducted in The Netherlands in order to gain insight into current practices and the evolution of continuous improvement over the past five years. This article ...

For many small software companies, full-scale software process improvement (SPI) initiatives are often out of reach due to prohibitive costs and lack of SPI knowledge. However, to compete in the global market, software developers must improve their productivity, time to market and customer satisfaction. As part of an Australian National Industry Improvement Program, Software Engineering Austral...

In recent years, marine cultural tourism, an emerging tourism mode, has become more and more popular among tourists, and demonstrates broad market prospects. However, Chinese marine cultural tourism is still in the development and growth stage, and the level of customer satisfaction is uneven. The improvement of the customer satisfaction level is conducive to meeting customers’ demands in marin...

Quality management (QM) is considered to be an important management philosophy that sustains organizations towards continuous quality improvement (QI) and customer satisfaction. The conventional wisdom is that quality improvement leads to higher revenues, decreased costs, and increased profits. This paper examines the influence of the critical soft factors (CSFs) on QI practice and organization...

The widespread high-speed rail has become an important transportation mode for tourists in China, who travel primarily in groups. With more attractive price, railway operators may be able to expand ridership, improve customer satisfaction, and ultimately increase revenue. The traditional pricing method for passenger groups, however, is relatively simple, inflexible, which may lead to profit los...

An ergonomics improvement study was conducted on the visual inspection process of a printed circuit assembly (PCA) factory. The process was studied through subjective assessment and direct observation. Three problems were identified: operators' eye problems, insufficient time for inspection and ineffective visual inspection. These problems caused a huge yearly rejection cost of US 298,240 dolla...

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...