Intense competition in banking has forced retail banks to take greater interest in customer‐oriented approaches. Because of the increased interest in consumer banking and consumer responses to banking activity, bankers need better ways to evaluate their performance in the consumer banking...

In this research, we study factors such as perceived ease of use, perceived usefulness and personal innovativeness in order to understand the consumer attitude construct to affect loyalty, satisfaction and repurchasing intention of mobile wallet applications in Thailand. We developed a research...

Online shopping is a recent phenomenon in the field of E-Business with promising results indicating revolutionary change in shopping in the world. Accessibility and convenience are the key drivers for a major shift to online shopping. Due to ever increasing work pressure, multiple roles in life...

Purpose – The main objective of this study is to understand the behavior of ecological consumers and their intention to purchase organic food. The study aims to determine the factors influencing consumer behavior towards organic food. Design/methodology/approach – The method used for the...

Purpose – This paper aims to examine whether the strength of positive brand relationship can either mediate between trust, satisfaction, attitude towards the brand and loyalty or moderate the link between these variables. Existing research has established that trust, satisfaction and the...

A new era for management is emerging. Staying closer to the business of the company's primary expertise with an action‐based, value‐driven philosophy is being emphasised. A simple flexible organisational form directed at generating customer satisfaction is becoming more dominant. This...

Purpose The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on consumer satisfaction and loyalty in an omni-channel retail environment. Design/methodology/approach An empirical, survey-based approach is used to collect data from consumers about experiences...

Purpose – This paper aims to develop a model that encompasses the constructs and sub-constructs consumers use in evaluating healthcare service quality (HSQ) in Egypt. Design/methodology/approach – Factor analysis was performed on 40 variables to identify the constructs. Ordinal logistic...

Service organisations do not always manage those items which affect customer satisfaction to the same level as manufacturing organisations, which indicates a possible mismatch between what customers think they are buying and what service organisations seem to be providing. Efficiency is...

Purpose The purpose of this study is twofold: conduct a systematic literature review on relationship quality; and analyse the effect of wine brand prestige and wine consumer experience on consumer satisfaction, as well as the wine brand image and word of mouth as outcomes....