The main objective of this study is to determine the influence of service quality on satisfaction of football spectators, looking scarcely investigated in the literature. The results, from a sample of 700 spectators at a football club of the Spanish First Division, reveal three main conclusions:...

Passenger satisfaction and loyalty are crucial for success in the airline industry. To achieve customer satisfaction and loyalty, it is important that airlines provide high-quality services. This paper examines different elements of service quality in the airline industry, including the...

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...

The purpose of this quantitative-deductive paper is to explore the link amongst customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. The study was conducted on social media because, it is the fastest growing media in history. Data was...

Der Beitrag diskutiert Kundenerfahrung als Bezugsrahmen, der die beiden Konstrukte Kundenerlebnis und Kundenvertrautheit umfasst. Kundenerfahrung wird konzeptionalisiert als Kundenerlebnis im Sinne eines Maßstabs für die Qualität der Kundenerfahrung (positiv/negativ). Die Einflussstärke der...

Die vorliegende Studie untersucht, welche Komponenten der Dienstleistungsqualität einen Einfluss auf die Zufriedenheit und Verhaltensabsichten von Mitgliedern in deutschen Reitvereinen haben. Für diese Untersuchung wird ein Strukturgleichungsmodell aufgestellt und das Partial Least...

A numberof recent marketing studies examinethe stock market's response tothe releaseof AmericanCustomer Satisfaction Index (ACSI) scores.The broad purposeofthese studies is to investigatethe stock market's valuationof customer satisfaction. However, a key focus is on whethercustomer satisfaction...

Retaining current customers is one of the key success factors to survive in the mature market of the mobile cellular network industry in Thailand. The aim of this study is to identify key success factors of this industry. Adult users of mobile cellular networks are interviewed. The results from...

The study attempt to explore the level of customer satisfaction in terms of physical evidence and employee interaction in comparison between earlier established banks (before the year 2008) and newly established banks (after 2008) in the northern region of Batticaloa, Sri Lanka. Results indicate...

Diffusion of Internet usage and proliferation of electronic commerce activities have forced many service companies to implement the online extensions and provide all or some services via high quality web sites. Therefore, determining the quality dimensions of their web sites and understanding...