Customer Satisfaction Index (CSI) employs a model for measuring and quantifying the satisfaction of customers who have used particular products and services. CSI provides a uniform measure of customer satisfaction that allows for comparison across industries and it illustrates how customer satisfaction is embedded in a system of cause–effect relationships. Despite discussions of nonlinear relat...

Identifying primary service attributes that generate customer satisfaction (CS) is critical to organizational success. The Kano model demonstrates an asymmetric relationship between attribute performance and CS. However, extant regression-based approaches for classifying Kano’s quality attributes have theoretical limitations, such as multicollinearity problems, resulting in spurious inferences....

In the Multi-platform access Two-sided Networks,most customers use several platforms to shop. Customer satisfaction with different platform services lead to different dependence of customer to platform. In order to study the factors influencing the m-customer satisfaction, the study builds the evaluation model of m-customer satisfaction based on the HMM method. Customer satisfaction of mobile t...

This research aimed at   applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...

Quality function deployment (QFD) is a product development process performed to maximize customer satisfaction. In the QFD, the design requirements (DRs) affecting the product performance are primarily identified, and product performance is improved to optimize customer needs (CNs). For product development, determining the fulfillment levels of design requirements (DRs) is crucial during QFD op...

PT. XYZ is a private company engaged in the sale of vehicles and spare parts also car service. The problem that occurs increment customer complaints. This very contradictory to service received by customer. purpose this research produce system required customers able give satisfaction customers. study resulted ten attributes based on Kano model categorization, namely: complete facilities, comfo...

Propose of the paper is to analyze factors of customer service quality that could influence internet banking customer satisfaction in the Chinese commercial banking sector. Moreover, the paper also tries to explain the relationship between customer service quality and customer satisfaction, and to find some major facts for keeping high level internet banking customer satisfaction. The data demo...

This research aims to define the degree of customer satisfaction in Mongolian higher educational services and determine quality characteristics that can be used improve based on potential improvement (PCSI) index using Kano SERVQUAL models. The Timko models were through a questionnaire survey students national universities aiming classify attributes by model calculate index. Moreover, PCSI is a...

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...