Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and...

Purpose: The purpose of this paper is to investigate the satisfaction consequences in repurchase situations. Design/methodology/approach: Online travel services are chosen because customers in these types of services had direct contact with firms. A conceptual model of CS-RPI link is developed...

In order to profit from China’s enormous business opportunities, international firms need to know Chinese consumer preferences. To learn more about intrinsic Chinese consumer preferences and their distinction from other Asian consumer preferences, this study analyzes differences in the...

Customer satisfaction is a crucial element for the success of all businesses. One of the biggest challenges for a market is how to satisfy and retain the customers. The purpose of this study is to find the level of satisfaction and loyalty among the users of cellular phones. This study is based...

Customer satisfaction is central to strategic management oriented to quality. The quality of products/services generates, in fact, the customer satisfaction. The aim of the research is to demonstrate the existence of a linear dependence between quality and customer satisfaction. The survey tool...

Purpose – The aim of this study is to determine the paths between the five SERVQUAL dimensions, customer satisfaction and customer loyalty. Design/methodology/approach – The paper is based on a sample of 505 supermarket customers in Turkey who have completed a self-administered...

Purpose – The purpose of this paper is to develop customer satisfaction indices for the services provided by inspectors in certain departments of Al-Ain Municipality, the United Arab Emirates. Design/methodology/approach – The methodology is based on customer satisfaction models with...

The study investigates the relationships among shopping motivation, customer satisfaction and customer loyalty. Measures based on the literature on the subject were used in this study. Surveys were constructed to 372 students in classroom settings at Aksaray University in the Turkey. Firstly,...