This study examines two issues which have challenged prior experimental or survey research: (1) whether the time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay and (2) why and what service recovery efforts have a higher and quicker buildup,...

Because of the advancement of electronic commerce, online shopping has emerged, merging commercial and social activities and enhancing the social presence and value of the online environment. To improve the understanding of the changes in the consumer behavior during the COVID-19 pandemic, this...

Purpose – This paper finds the repurchase intentions of customers in a sharing economy via Airbnb and Uber, which are classic sharing-economy service businesses. Design/methodology – This paper analyzes sharing economy effects using variables in a structural equation model. Findings – We...

This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...

This paper focuses on customers' perceptions regarding two key aspects in Maltese retail finance: service quality and internet banking. The importance of these topics is likely to keep on growing in the near future, as clients become more demanding and financially-literate. We use various...

This study attempts to identify the service and value factors that are given the highest importance by passengers travelling on domestic flights in Pakistan. A survey methodology involving personal interviews with 100 passengers was used on a convenience basis to gather the required information....

Objective - In modern society, technology has become an important part of our daily lives and the growth of the technology sector has grown exponentially. This rapid growth has seen the expansion of several industries, in particular, the mobile app industry. This study explores customer...

Objective - Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services....

The purpose of this quantitative research was to investigate the basis and perception of mobile money (MM) service among Nigerian university students. The paper adopted a positivistic ontology and descriptive survey design. Two hundred and fifty students from five universities in the southeast...

The purpose of this study is to analyze whether ease of use has a significant effect on customer satisfaction, to analyze whether trust has a significant effect on customer satisfaction, to analyze whether service quality has a significant effect on customer satisfaction, to analyze whether...