The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the...

This article reports on results of a study on a freight forwarding enterprise engaged in third-party logistics services. The first phase involved establishing an evaluation index system for customer satisfaction of 3PL enterprise based on SERVQUAL model. In phase two, analytic hierarchy process...

The purpose of this article is to increase the customer service level by expanding the method of application used by the mystery customer (MC) to resolve practical and concrete problems concerning the status of chain stores. The survival of organisations can often be dependent on their customer...

The present study aims to empirically test and evaluate the direct and indirect effects of service encounter constructs of service quality, customer satisfaction and service value on loyalty related behavioral intentions of customers in Indian Life services in India to determine the best fitting...

Customer Relationship Management Systems, CRM, are technological assets that can help firms to develop the required managerial skills to promote an efficient market segmentation strategy. In this article an example of an outstanding application of Customer Relationship Management system CRM, to...

With the rapid development of E-commerce, more and more E-commerce enterprises attach great importance to customer experience, and B2C E-commerce enterprises make no exception. The good customer experience can promote customers' perception of the service level of B2C E-commerce enterprises....

With the development of e-commerce, online shopping for agricultural products has been more popular. And how to improve consumer's satisfaction has become more important. Literature review shows that few researches on online purchasing agricultural food focus on the consumers' satisfaction. This...

Task scheduling is widely studied in various environments such as cluster, grid and cloud computing systems. Moreover, it is NP-Complete as the optimization criteria is to minimize the overall processing time of all the tasks (i.e., makespan). However, minimization of makespan does not equate to...

The purpose of this article is to investigate the relationship between job satisfaction (JS) and customer satisfaction (CS) in the Social Security Insurance Organization (SSIO) in Iran. The statistical population of this research is composed of employees and customers of Tehran SSIO. Two...

This article draws insight from the literature to propose a model interlinking key stages in the consultative selling process, customer engagement, and customer satisfaction. It is argued that customer journey should be designed as a process of empowering customers to make the right choices and...