Service quality become a focus by all company, including banks, to maintain its customer. Improving service quality is crucial for banks to deliver an outstanding customer experience. It is believed that customer satisfaction can be achieved only if customer experienced service that meet or...

The developments of retailer venture in Indonesia, particularly in Medan city has been growing recently. These were indicated by more and more investors who are running business in the same retailer field, no matter small scale or big scale business venture. Medan city retailer ventures have...

Service quality become a focus by all company, including banks, to maintain its customer. Improving service quality is crucial for banks to deliver an outstanding customer experience. It is believed that customer satisfaction can be achieved only if customer experienced service that meet or...

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...

The movement or flow of employees into, around and out of organisations(‘employee flow’) has long been a central issue in human resourcemanagement and industrial psychology. This is especially so for the specificelement of employee turnover, but also applies to staffing and internal...

The noticeable lack of accepted and unified models of Customer Relationship Management generally leads to failures in the implementation of CRM projects, particularly when organizations adopt the limited technology perspective. In an attempt to evaluate the different perspectives of CRM, this...

3G is the third generation mobile network which provides customer video call and better data speed than EDGE (second generation internet service). It was first launched in Japan in 2001. In Bangladesh, Teletalk- the government owned mobile operator- was the first operator to launch 3G as pilot...

This study examines multiple reference effects in customers’ service evaluation regarding dining experiences in restaurants. Specifically, the present study explores the antecedent role of three reference points: focal, other, self-based and satisfaction in the development of customer...

This study proposed a conceptual model to examine how customers’ perceptions of physical environment influence disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study...