This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customer satisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural...

Not only the horse as a living creature, but also equestrian sport, has a positive influence on the general upbringing and development of young people. Although equestrian sport still exerts a strong fascination, it is becoming more difficult to inspire young people to take part in this...

This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...

Sogenannte Self-Service-Technologien (SST), wie Bankautomaten, automatischer Self-Checkout in Hotels, Telefonbanking und Dienstleistungen, die der Kunde über das Internet bezieht (z.B. Onlinebanking) werden in den letzten Jahren zunehmend von Unternehmen genutzt, um den kostenintensiven,...

In this paper we investigate the mediating role of psychosocial benefits in the customersatisfaction/dissatisfaction formation process. Most research on this subject deals with thecausality direction of psychosocial benefits and satisfaction, sometimes preceded by anoverall functional benefit...

Software is a good with very special economic characteristics. Taking a general definition of software as its starting-point, this article systematically elaborates the central qualities of the commodity which have implications for its production and cost structure, the demand, the...

Mit dem SGB II fanden Elemente des New Public Management Einzug in die staatliche Beschäftigungspolitik. Der Erfolgs- und Wirtschaftlichkeitskontrolle dient ein aufwändiges Controllingsystem der Bundesagentur für Arbeit. Mit dem qualitativen Instrument offener Interviews wird untersucht, ob...

In many countries welfare services that traditionally have been provided by the public sector are increasingly being contracted out to private providers. But are private contractors better at providing these services? We use a randomized experiment to empirically assess the effectiveness of...

Am 1. Februar 2020 nahm die Zentrale Servicestelle Berufsanerkennung (ZSBA) für zunächst vier Jahre ihre Arbeit auf. Als Begleitmaßnahme zum Fachkräfteeinwanderungsgesetz berät und unterstützt die ZSBA im Ausland befindliche Fachkräfte, die in Deutschland arbeiten wollen, bei der...