This short analysis presents perspective and a holistic method for approaching and measuring customer satisfaction. The Balanced Critical Factor Index (BCFI) method is a measurement tool to indicate which attribute of a business process is critical and which is not, based on the experience and...

Purpose – The purpose of this paper is to investigate the effects of online shopping experience and habit in relation to adjusted expectations for enhancing online repurchase intention. Design/methodology/approach – The authors employed partial least square (PLS) as a technique used to...

Purpose – To propose a conceptual structural equation model to demonstrate the direct and indirect impact of supply chain participation strategy (SCPS), information technology application (ITA), manufacturing participation strategy (MPS) on customer satisfaction (CS) and organizational...