Narrow search
Showing 1 - 10 of 7,110
Cover Image
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
Cover Image
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
Cover Image
Impact of human capital variables on the effectiveness of the organizations
Channar, Zahid Ali; Talreja, Sareeta; Bai, Manisha - In: Pakistan Journal of Commerce and Social Sciences (PJCSS) 9 (2015) 1, pp. 228-240
This study is conducted to assess the impact of Human Capital Variables i.e. acquisition of knowledge, skills & expertise of the employees on the satisfaction of the employees and then on the effectiveness of the organizations. Simple random probability method was used for sampling selection &...
Persistent link: https://www.econbiz.de/10011938450
Cover Image
Age and gender effects of workforce composition on productivity and profits: Evidence from a new type of data for German enterprises
Pfeifer, Christian; Wagner, Joachim - In: Contemporary Economics 8 (2014) 1, pp. 25-46
manufacturing industries in Germany using newly available, unique data. We find concave age-productivity profiles and a negative … age and gender) and its performance (productivity and profitability) for a large representative sample of enterprises from … paribus lower level of productivity in firms with a higher share of female employees does not go hand in hand with a lower …
Persistent link: https://www.econbiz.de/10010436066
Cover Image
The smiling mask in service encounters: The impact of surface and deep acting
Lo, Sheng Chung; Huang, Kai-Ping - In: International Journal of Management, Economics and … 6 (2017) 1, pp. 40-55
The purpose of the study was to examine the impact of emotional labor mechanisms (surface acting and deep acting) on service encounters. The literature review has been conducted to examine how two mechanisms impact on employees and customers. The study suggested that as far as employees are...
Persistent link: https://www.econbiz.de/10011646499
Cover Image
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
Cover Image
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
Purpose: This study investigates the effects of hotel employees' service attitude on service quality and examines the relationships among hotel employees' service attitude, service quality, customer satisfaction, and loyalty. Design/methodology/approach: A survey was administered to hotel...
Persistent link: https://www.econbiz.de/10013185564
Cover Image
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
Cover Image
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
Cover Image
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