This research study investigates the seven factors of customer switching behavior in private bank industry of India. These factors are price, reputation, service quality, effective advertising competition, involuntary switching, distance and switching cost. Two major objectives were fulfilled in...

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

With the expansion of e-commerce, E-Service Quality is becoming increasingly important. The study aims to investigate the relationship between e-service quality dimensions and customer satisfaction in B2C online shopping in Pakistan emphasizing the customer's perspective. A total of five...

Social commerce (s-commerce) is a social media service enabling consumers' participation in the online marketing and sale of products and services. This study aims to (a) identify key functional and hedonic quality factors that affect consumer satisfaction based on consumers' perspective and (b)...

Regional Rural Banks (RRBs), now spread all over India, play an important role in the all round rural development of the nation, and also for the financial-inclusion mission. To strengthen the functioning of these RRBs further, many committees have given suggestions, for major reforms, including...

Consumer researchers have become increasingly interested in the study of coping. This research contributes to this novel paradigm by investigating structural theories of coping with service failure using a hierarchical structure. Design/methodology/approach – For this purpose after an...

Introduction: This research was conducted as a part of the study of impact of Supply Chain and Logistics practices on organisational performance. Better organisational performance contributed to more satisfied customers. There are different attributes that define the satisfaction of customers....

This paper will discuss the phenomenon Mystery Shopping in the field of customer satisfaction measurement techniques. By using the literature about Mystery Shopping definitions and restrictions of this instrument will be presented. Also, possible ways to present and use the gathered data will be...