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...

The sensory experience is the initial step in creating memorable dining experiences for consumers in traditional restaurants. However, the question remains as to how managers should best combine the five senses to satisfy customers. More research is needed to determine how sensory cues can be...

The present paper presents the methodology and the main results of a quantitative study applied on a sample of 1010 respondents, in the Romanian banking industry. The aim of the study was to research the customer level of loyalty toward Romanian organizations acting in the retail banking sector....

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

The proliferation of smartphones, tablets and other digital devices in addition to traditional computers has transformed the Internet into a device‐mediated environment. While these devices provide immediate access to similar Internet sources, they differ significantly in their...

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive...

Marketing function is incomplete if macro marketing role of the marketing system is excluded. Similarly, the productive system would be meaningless if there are no middlemen to distribute the products. Given the critical role of market intermediaries in the delivery of value, this study aimed at...

Developing businesses in compliance with the principles of sustainability has been a tough challenge in our century. A planned, integrated and properly coordinated orientation towards environment protection, involvement in activities of society and local communities, supporting and streamlining...

Taking into consideration satisfied customer as necessary for business maintenance, companies are trying to discover determinants which have the biggest influence on their consumer satisfaction. Here are presented two factors that have influence on consumer satisfaction in shopping centers:...