... quality of e-commerce platforms (characterized by measures of order and return convenience), customer satisfaction with online shopping and repurchase intention from online stores as well as examine whether demographic variables such as age, gender and area of residency (urban/rural) influence the ratings...

...Veysel Yilmaz; Yelda Sürmeli̇oğlu Purpose In this study, the service quality of an automobile authorized service center was investigated based on the European Customer Satisfaction Index (ECSI) model. The ECSI model includes image, customer expectations, perceived quality, perceived value...

... how the adoption of these technologies (InsurTech) is changing the life insurance industry, ultimately enhancing the level of customer satisfaction. Design/methodology/approach The data analysis has been performed with 304 useable responses from the policyholders of life insurance in the north...

.... Therefore, the first research hypothesis is formulated as follows: H1. Satisfaction has a positive effect on SOB. Customer satisfaction On-site involvement Social media involvement Sense of belonging Environmentally responsible behaviour Tourist loyalty H2...

... The analyses resulted in 14 one-dimensional attributes and 3 indeterminable attributes. For the one-dimensional attributes, customer satisfaction is directly proportional to the level of performance for that attribute. The one-dimensional attributes included providing correct care on the first, provision...

.... Originality/value The authors' contribution provides a statistical alternative that can be easily implemented by business operators to fill the known shortcomings of the index in the customer satisfaction's context. This paper confirms that although a single number summarizes and communicates a complex...

... Licensed re-use rights only Brand experiences Service quality Customer satisfaction Relational benefits and trust Customer commitment Customer lifetime value All over the world, people enjoy going out to eat with family or friends. This growing trend in many cultures throughout the 20th...

...Jeeva Venkatakrishnan; Ravikumar Alagiriswamy; Satyanarayana Parayitam Purpose This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer...

... that interact with users through speech or text. This paper aims to investigate whether the perceived hedonic and utilitarian attributes of chatbots can influence customer satisfaction and, consequently, their relationships with brands. Design/methodology/approach Data were collected through a questionnaire...

... augmentation of ISO 10001:2018, ISO/IEC 27701:2019 and ISO/IEC 29184:2020 within an underlying framework from ISO/IEC 20000–1:2018 for information technology service, together with the related examples of privacy-related customer satisfaction codes and the corresponding resources, is introduced. Integrated...

... service quality dimensions and true brand loyalty (word of mouth, willingness to pay more and repurchase intention). Results also found that confidence benefits, brand credibility and special treatment benefits had an indirect impact on true brand loyalty through customer satisfaction”. Practical...

...Abdullah Murrar; Madan Batra; James Rodger Purpose Service quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of service quality to customer satisfaction to financial...

...). Customer satisfaction is the ultimate endpoint of the various marketing activities (Kotler et al., 2016). Furthermore, it provides organizations with various windfalls, i.e. generating client loyalty, significantly cutting marketing costs and improving business reputation (Curtis et al...

...Wajeeha Aslam; Kashif Farhat; Imtiaz Arif; Chai Lee Goi Purpose This study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically, this study identifies the impact of employee etiquettes, employee...

...Fadi Abdel Muniem Abdel Fattah; Khalid Abed Dahleez; Riyad Neman Darwazeh; Abrar Mohammed Mubarak Al Alawi Purpose This study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV...

... incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized. Design/methodology/approach A quantitative research methodology...

...Joseph Emmanuel Tetteh; Chrisopher Boachie Purpose In the wake of fierce competition that has ensued among banks to get a share of the depositors' funds after the banking sector reforms in 2017, this study attempts to investigate bank service quality and its influence on customer satisfaction...

...Rafikul Islam; Selim Ahmed; Mahbubar Rahman; Ahmed Al Asheq Purpose The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private...

.../methodology/approach Customer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses. Findings Results show which banking services provided for business internationalization...

...) relationships, with a particular focus on the role of logistics service providers and (2) to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction. Design/methodology/approach Data collected through a survey of a sample of Italian food companies...