Purpose – This study examined how service providers effectively respond to consumer complaints in an online shopping environment by applying the fairness theory including distributive, procedural, and interactional fairness.Design/Methodology/Approach – Empirical research was conducted using...

This study skims the much debatable issue of customer satisfaction (quality matching expectations) in the banking system, as for banks are the main actors of the Albanian financial system. In fact, the customer satisfaction in the banking sector is an important criterion for customer to...

Fundamental business principles are very critical to the growth and survival of the business. Waiting in line or queue causes inconvenience to customers and economic costs to firms. Queuing theory is a mathematical approach to the study of waiting in lines/queues. The study presents the results...

This paper presents a network model incorporating customer satisfaction into efficiency and productivity measures. The network consists of a production node and a consumption node and offers flexibility in modelling the production and consumption process. Allocation of input resources to...