This paper describes the Kingdom of Lesotho’s Poverty Reduction Strategy Paper and National Strategic Development Plan (NSDP) 2012/13–2016/17. NSDP recognizes, as a point of departure, the need and urgency for Lesotho to radically transform its economy. To achieve the National...

Companiile de succes din sectorul serviciilor au o strategie precisa, clara, competitiva. Ele au o ratiune de a fi care impulsioneaza firma si care defineste in ultima instanta serviciul prestat. Cu o strategie bine conturata, managerii au mai usor posibilitatea de a accepta sau refuza anumite...

This study investigates the possible spillover effects of customer satisfaction from product manufacturer to service provider, and vice versa. The survey results provide empirical evidence for the presence of spillover effects of quality and customer satisfactions in the mobile phone industry....

One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to...

In a service-dominant paradigm, service is the core of society and industry. This study explores the hierarchical roles of core service, facilitating service, and supporting service that affect customer satisfaction in the service industry. Cable TV services in Taiwan are employed as an example,...

Given the importance of customers in the banking industry, this paper examines the effects of service quality dimensions on customer satisfaction and loyalty. Therefore, in line with how service quality dimensions in a bank forms customer satisfaction and loyalty, it has been tried to identify...

With the advancement of technology and growth in internet penetration, the banking sector has developed different channels to customer for their banking needs such as ATM, internet banking and tele-banking. Internet banking is based on the uses of the internet and mainly used in urban areas. It...

The quality of the services provided to the passengers is synonymous with a wide range of characteristics of the transportation system, such as safety, on-time performance, accessibility, efficiency, and many others. Today, more and more public transport operators and associated bodies (e.g....

Customer satisfaction plays a pivotal role in success of every business organization whether it is meant for a product or a service. Every business needs not only to retain its current customers but also to expand customer?s base significantly and it is possible only when target customer is...