background: understanding customers has become an urgent topic for increasing competitiveness. the purpopse of  the study was to develop a qualitative dynamic attribute value model which provides insight into the customers' value for healthcare institute managers by conducting the initial open-ended questionnaire survey to select participants purposefully. methods: a total number of 427 questio...

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percent...

Along with the e-commerce development, relationship between customers and vendors in e-retail market arouses researchers’ attention. The technology explosion, particularly in the area of knowledge management, makes track of customer behaviour possible. Much research has been done on trust and satisfaction in e-commerce, but little studies integrate confirmation of expectation and sense of belon...

Customer loyalty is seen as one of the key factors of a company’s success. According to current research results, a necessary premise among others to gain customer loyalty is how the customers perceive the customer service. In the field of B2C e-commerce online customer support areas are used to fulfill parts of this support duty. It is an open question how big the impact of the online customer...

BACKGROUND Understanding customers has become an urgent topic for increasing competitiveness. The purpopse of the study was to develop a qualitative dynamic attribute value model which provides insight into the customers' value for healthcare institute managers by conducting the initial open-ended questionnaire survey to select participants purposefully. METHODS A total number of 427 question...

This study examines how customers can be maintained, which is a particularly important issue for service industry area. Customer service is important not only to private firms but also to public organizations. To improve service quality and maintain customers, organizations must ensure their employees’ job satisfaction. This study measures job satisfaction and examines its effects on service qu...

Companies that offer loyalty reward programs believe that their programs have a long-run positive effect on customer evaluations and behavior. However, if loyalty rewards programs increase relationship durations and usage levels, customers will be increasingly exposed to the complete spectrum of service experiences, including experiences that may cause customers to switch to another service pro...

With the rapidly development of e-commerce, online shopping becomes very popular among Chinese customers. In the past few years, online group-buying has experienced big rise and fall, thus, how to retain customers and improve customer loyalty should be considered by the practitioners. This study aims to explore potential factors which contribute to customer loyalty in the online group-buying co...