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The relationship between identification and loyalty in a public university : are there differences between (the perceptions) professors and graduates?
Cachón Rodríguez, Gabriel; Prado Román, Camilo; … - In: European research on management and business economics 25 (2019) 3, pp. 122-128
This study analyses the relationship between identification and loyalty and also compares the perceptions of two groups … identification influences loyalty, and that there are also significant differences in the perception between professors and graduates …, being the relationship between identification and loyalty more intense in the former group than the latter. Several …
Persistent link: https://www.econbiz.de/10012120130
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Job definitions and service behaviour : an investigation among technical service employees
Dettmers, Jan - In: Management revue : socio-economic studies 25 (2014) 4, pp. 248-262
Service organizations try to control the service behavior of employees using formal guidelines, training and instructions. However, the specific actions that are performed during the service encounters are predominantly under the discretion of the individual frontline employee. Therefore, the...
Persistent link: https://www.econbiz.de/10011298188
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An Empirical Analysis of Satisfaction of Selected Customers Availing ATM Services of ICICI Bank
Pahwa, Manvinder Singh - 2012
Banking industry has been the mainstay of Indian economy. Lately its competitiveness has increased manifold. In order to enhance their customer base banks have been introducing innovative services including that of high quality ATM facility. In the present research paper, an attempt has been...
Persistent link: https://www.econbiz.de/10013105276
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An Application of AHP in Optimizing Customer Satisfaction in a Services Marketing Scenario
Das, Debabrata - 2013
Persistent link: https://www.econbiz.de/10013084349
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The Relationship between Service Quality, Economic and Switching Costs in Retail Banking
Konuk, Faruk - 2013
The objective of this study is to examine the structural relationships between service quality, economic and switching costs, loyalty and word-of-mouth intentions. For this aim, we proposed a conceptual model based on literature review and proposed hypothesis according to this model. In order to...
Persistent link: https://www.econbiz.de/10013089246
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Does E-Store Service Quality Affect Customer Loyalty?
Scott, Donald Robert (contributor);  … - 2009
This paper examines the relationship between performance assessed electronic store (e-store) service quality and e-store customer loyalty in an electronic retailing environment. The research was carried out using a web-based survey method involving 3 e-stores and 324 e-customers. The survey data...
Persistent link: https://www.econbiz.de/10013157169
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Effects of Customer Value Proposals on the Service Trade Repurchase Intentions of Sharing-Economy Users
Cho, Woo-Sung - 2020
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...
Persistent link: https://www.econbiz.de/10012839486
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The Effects of Service Quality and Word of Mouth on Customer Acquisition, Retention and Usage
Nam, Sungjoon - 2007
allows us to measure both the direct and indirect effects of service quality. Our identification strategy for these effects …
Persistent link: https://www.econbiz.de/10012730533
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The Influence of Retail Service Quality Towards Loyalty : A Survey at Pt Santafi Travel's Customers in Cikarang
Kumar, Suresh - - 2017
With around 70 million people of middle class income in Indonesia and the passion to travel which is also increasing year by year up to 9 million, PT Santafi Travel should have taken advantage in expanding the travel business,but instead they are declining. Lack of customer loyalty which is the...
Persistent link: https://www.econbiz.de/10012956154
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The Impact of Customer Perceptions and Satisfaction on E-Loyalty
Vinerean, Simona - 2017
As Internet use continues to increase, companies have to emphasize the understanding of the implications of its use on long term purchase behavior, in terms of satisfaction and loyalty. Ultimately, companies should be interested in consumer perceptions and the factors that play a role in...
Persistent link: https://www.econbiz.de/10012956854