The most important efforts that have been reported for the development of generic satisfaction barometers during the last years refer to individual business organisations, industry sectors or the total of national economies. The main aim of these efforts is the data collection either for comparative analysis of companies performance regarding customer satisfaction or for monitoring the evolutio...

The concept of business to (B2B) is a very profitable that often called long-term orientation. For companies run businesses with B2B model, creating loyal customer base not only about retaining customers but also maintaining relationships drive future purchases. This because models have different characteristics where there tend be fewer customers. So, the importance and loyalty for interests. ...

Employees are the most important factor in the success and failure of any organization. The airline industry is a service industry that sells seats to its passengers therefore employees motivation towards their job plays a very important role in serving the customer’s needs. This study focuses on the impact of employee motivation and its components e.g. work environment, pay and benefits, manag...

Traditionally software companies create solutions independently. The present orientation is changing towards more collaborative and open one also on software business branch. Maturity of the ICT market enables and also enforces the orientation from technology to content and/or services. Customer’s role is changing rapidly, and technological infrastructures have opened global markets even for in...

Many companies recently have been choosing information technology (IT) outsourcing in response to complicated information systems and various internal requirements. In order to monitor and maintain a high quality of IT outsourcing vendors’ services, it is necessary to develop a system to evaluate IT outsourcing customer satisfaction. The system can be used as a tool for choosing IT outsourcing ...

Many multinational corporations have implemented cross-national satisfaction measurement programs for tracking and benchmarking the satisfaction of their customers across their various markets. These companies measure satisfaction with the goal of maximizing customer loyalty and the financial benefits associated with loyalty. However, existing research comparing consumer satisfaction across nat...

As online services become more pervasive and complex, customer experience is becoming a key competitive differentiator. Customer expectations are rising, and bandwidth requirements of online services are increasing. Internet service providers are faced with a difficult tradeoff between managing the costs of services and bandwidth requirements on the one hand, and meeting customer expectations o...

Many companies have recently been choosing information technology (IT) outsourcing in response to complicated information systems and various internal requirements. In order to monitor and maintain a high quality of IT outsourcing vendors’ services, it is necessary to develop a system to evaluate IT outsourcing customer satisfaction. The system can be used as a tool for choosing IT outsourcing ...