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THE EFFECT OF DEMOGRAPHICS AND TRAVEL FREQUENCY ON THE RELATIONSHIP BETWEEN SERVICE QUALITY AND BRAND LOYALTY IN THE CASE OF TRADITIONAL TRAVEL AGENCIES
MOISESCU, OVIDIU I.; GICA, OANA A. - In: JOURNAL STUDIA UNIVERSITATIS BABES-BOLYAI NEGOTIA (2013)
The objective of the current paper was to analyze the relationship between service quality reflected by its five traditional dimensions (tangibles, reliability, responsiveness, assurance, and empathy), on one hand, and brand loyalty related aspects such as overall satisfaction, repurchase...
Persistent link: https://www.econbiz.de/10010925376
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The Impact of Service Quality on Customer Behavioral Loyalty in the Case of Travel Agencies from Romania
Moisescu, Ovidiu I.; Gica, Oana A. - In: The AMFITEATRU ECONOMIC journal 16 (2014) Special 8, pp. 1191-1191
Even though the concept of loyalty has been a key issue in tourism destination marketing for the last decades, the issue of customer loyalty in the case of travel agencies seems to be less emphasized in the specialized literature. The current research is part of a larger study directed at...
Persistent link: https://www.econbiz.de/10011106515
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Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung
Körnert, Jan; Wolf, Cornelia - Fakultät Wirtschaftswissenschaften, Technische … - 2002
werden, ob sich die mit der Einführung des Ombudsmannverfahrens verbundenen Hoffnungen auf eine größere Kundenzufriedenheit …
Persistent link: https://www.econbiz.de/10009207037
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HERAUSFORDERUNGEN DES LANDHANDELS UNTER VERÄNDERTEN MARKTBEDINGUNGEN: THEORETISCHE ÜBERLEGUNGEN UND EMPIRISCHE EVIDENZ
Schulze, Birgit - Gesellschaft für Wirtschafts- und Sozialwissenschaften … - 2012
Kundenzufriedenheit empirisch überprüft. Eine Fokusgruppen-Diskussion mit Landwirten beleuchtet die landwirtschaftlichen Sichtweise auf … Landwirten aus Nord- und Nord-Ostdeutschland wird untersucht, welche Leistungen der Landhändler zu Kundenzufriedenheit führen und … zeigen, dass neben der Konditionenpolitik auch die Serviceprofilierung entscheidend für die Kundenzufriedenheit ist. Die …
Persistent link: https://www.econbiz.de/10011070466
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Quality and Customer Satisfaction Spillovers in the Mobile Phone Industry
Chai, Kah-Hin; Ding, Yi; Xing, Yufeng - In: Service Science 1 (2009) 2, pp. 93-106
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....
Persistent link: https://www.econbiz.de/10010990640
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Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach
Horváth, Matúš; Michalkova, Alexandra - In: Quality Innovation Prosperity 16 (2012) 1
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...
Persistent link: https://www.econbiz.de/10010990733
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Market segmentation, service quality, and overall satisfaction: self-organizing map and structural equation modeling methods
Chen, Nai-Hua; Huang, Stephen; Shu, Shih-Tung; Wang, … - In: Quality & Quantity: International Journal of Methodology 47 (2013) 2, pp. 969-987
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,...
Persistent link: https://www.econbiz.de/10010993032
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Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran
Molaee, Maysam; Ansari, Reza; Teimuori, Hadi - In: International Journal of Academic Research in … 3 (2013) 3, pp. 1-9
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...
Persistent link: https://www.econbiz.de/10010850222
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Customer-perceived internet banking service quality: a study in national capital region of India
Singh, Shamsher - In: International Journal of Financial Services Management 7 (2014) 2, pp. 113-138
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...
Persistent link: https://www.econbiz.de/10010884842
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A complete methodology for the quality control of passenger services in the public transport business
Yannis, Tyrinopoulos; Georgia, Aifadopoulou - In: European Transport \ Trasporti Europei (2008) 38, pp. 1-16
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....
Persistent link: https://www.econbiz.de/10010902394