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Determinants of customer satisfaction of banking industry in Bangladesh
Uddin, Mohammed Belal; Akhter, Bilkis - In: Pakistan Journal of Commerce and Social Sciences (PJCSS) 6 (2012) 2, pp. 242-256
This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customer satisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural...
Persistent link: https://www.econbiz.de/10011938313
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The Impact of Service Quality on Customer Behavioral Loyalty in the Case of Travel Agencies from Romania
Moisescu, Ovidiu I.; Gica, Oana A. - In: Amfiteatru Economic Journal 16 (2014) Special No. 8, pp. 1191-1204
Even though the concept of loyalty has been a key issue in tourism destination marketing for the last decades, the issue of customer loyalty in the case of travel agencies seems to be less emphasized in the specialized literature. The current research is part of a larger study directed at...
Persistent link: https://www.econbiz.de/10011724912
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Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit: Eine Metaanalyse
Gerpott, Torsten J.; Paukert, Mathias - In: Zeitschrift für Personalforschung (ZfP) 25 (2011) 1, pp. 28-54
, die Beziehungen zwischen Mitarbeiterzufriedenheit (MiZu) und Kundenzufriedenheit (KuZu) statistisch für insgesamt 52 …
Persistent link: https://www.econbiz.de/10010292520
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Affective complementarity in service encounters
Giardini, Angelo; Frese, Michael - In: Management Revue 18 (2007) 1, pp. 75-87
Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell's (1974)...
Persistent link: https://www.econbiz.de/10010318144
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Study on the Development of Quality Measurements Models for Steering Business Services in Relation to Customer Satisfaction
Marquardt, Katrin; Olaru, Marieta; Ceausu, Ioana - In: Amfiteatru Economic Journal 19 (2017) 44, pp. 95-109
The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect....
Persistent link: https://www.econbiz.de/10011725085
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The impact of factors forming employee service attitude on service quality, customer satisfaction and loyalty in the hotel industry
Xin, Guan; Choi, Jeong-gil - In: Global Business & Finance Review (GBFR) 25 (2020) 3, pp. 84-95
/methodology/approach: A survey was administered to hotel employees in Tianjin, China. Factor analysis and regression analysis were used to … from previous studies observed other than hotel employees in Tianjin, China. It means job satisfaction for the hotel … limitations/implications: This study was limited to hotel employees in Tianjin, China. This study concludes that hotel anagement …
Persistent link: https://www.econbiz.de/10013185564
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Digital banking in Northern India: the risks on customer satisfaction
Kaur, Balijinder; Kiran, Sood; Grima, Simon; … - In: Risks 9 (2021) 11, pp. 1-18
The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means...
Persistent link: https://www.econbiz.de/10013200871
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Customer satisfaction in the digital era: Evidence from Islamic banking
Zouari, Ghazi; Abdelhedi, Marwa - In: Journal of Innovation and Entrepreneurship 10 (2021) 1, pp. 1-18
Purpose: Based upon an extended SERVQUAL model, this paper attempts tocontribute to the Islamic banking literature by examining the impact of digitalization,as a service quality dimension, on customer satisfaction. Design/methodology/approach: Two dimensions, i.e., digitalization andcompliance,...
Persistent link: https://www.econbiz.de/10013205671
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The effect of service quality on customer satisfaction in an automotive after-sales service
Balinado, Justine Roy; Prasetyo, Yogi Tri; Young, … - In: Journal of Open Innovation: Technology, Market, and … 7 (2021) 2, pp. 1-12
Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the...
Persistent link: https://www.econbiz.de/10012620624
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Customer satisfaction of Vietnam Airline domestic service quality
In: International Journal of Quality Innovation 3 (2017) 10, pp. 1-11
The paper examines the relation between Vietnam Airline domestic service quality and customer satisfaction by gathering opinions from 402 passengers employing the Skytrax scale with some modification along with Cronbach's alpha, exploratory factor analysis, and multiple regression analysis....
Persistent link: https://www.econbiz.de/10012621463