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Beyond Technology Adoption: Homeowner Satisfaction with Newly Adopted Residential Heating Systems
Madlener, Reinhard; Michelsen, Carl Christian - Institut für Future Energy Consumer Needs and Behavior … - 2015
In this paper we study homeowner satisfaction with respect to innovative residential heating systems. In particular, we focus on the role of attributes of the home, homeowners’ socio-demographic characteristics, RHS-related knowledge, and adoption motivations. For this purpose, we apply a...
Persistent link: https://www.econbiz.de/10011266367
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Quality of University Services: Dimensional Structure of SERVQUAL VS. ESQS
Salvador-Ferrer, Carmen María - In: Service Science 2 (2010) 3, pp. 167-176
Analysis of service quality from the perspective of the customer has generated much attention. The scale most used to develop such studies is the SERVQUAL. This tool has undergone much criticism, mainly focusing on the situational instability shown by the dimensions in certain cases. This work...
Persistent link: https://www.econbiz.de/10010990641
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Assessing the Success of ICT¡¯s from a User Perspective: Case Study of Coffee Research Foundation, Kenya
Makokha, Michael W.; Ochieng, Daniel O. - In: Journal of Management and Strategy 5 (2014) 4, pp. 46-53
The study was conducted to validate the application of DeLone & McLean¡¯s Information System (IS) success model (2003) in a local setup in Kenya and to evaluate the success of an enterprise resource planning (ERP) system from a user perspective. It was carried out at Coffee Research Foundation...
Persistent link: https://www.econbiz.de/10011267447
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An exploratory study to examine the success of electronic banking systems implementation in a developing nation
Andoh-Baidoo, Francis Kofi; Villarreal, Marco A.; Liu, … - In: International Journal of Electronic Finance 4 (2010) 3, pp. 221-235
This exploratory study examines the success of electronic banking systems implementation in a developing nation environment. We use the DeLone and McLean (D&M) Information System (IS) success model as a theoretical framework to examine the success of IS implementations in one national bank and...
Persistent link: https://www.econbiz.de/10008755375
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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