Total quality management (TQM) ought to go beyond the traditional meaning of the quality of a product or service; it should include not only customer satisfaction, but also efficiency, productivity, quality of work life, commitment and loyalty within the organisation. It is also about more than...

This study examines overall satisfaction effects on individual loyalty dimensions and causal relationships between the latter. Between the statistically significant effect estimates of satisfaction on loyalty dimensions the strongest was the one on 'word-of-mouth' followed by that on 'retention...

Although consumers make new demands and seek added value through mobile shopping (m-shopping), consumers are reluctant to shop using a mobile device because of growing concerns over the quality of a mobile shopping system. As the popularity of m-shopping has grown to be a new marketing channel,...

The aim of the study was to investigate factors that affect Jordanian consumers' loyalty to cellular phone brand. Population of the study included all students of northern region universities. A random sample was selected from this population. The constructs in this study were developed by using...

El principal objetivo de este trabajo es conocer la influencia de la calidad de servicio en la satisfacción de los espectadores de fútbol, aspecto escasamente investigado en la literatura. Los resultados, a partir de una muestra de 700 espectadores de un club de fútbol de la Primera División...

The study of total quality management (TQM) and how the security industry can impetus the processes to promote customer satisfaction and loyalty are very few. In practice, the priority of service providers should be thinking about how to develop a comprehensive TQM system, understanding customer...

Due to the rapid expansion in banks and the severe competition for customers’ retention, banks have started using various marketing strategies to achieve their objectives. Customer Relationship Marketing is one of the marketing strategies that may be used in this respect. The study aims to...

How to enhance customer satisfaction and technology innovation have been topics of discussion for some time; however, few studies have explored the two issues by applying the knowledge creation theory, and analyzed their differences in knowledge creation activities. The present study aims to...

This paper links professional service firms’ resource-based strategies to their customer-focused performance for formulating service quality improvement priorities. The research applies the structural equation modelling approach to survey data from Hong Kong construction consultants to test...

Keeping in view the significance of customer perceived quality in todays competitive banking environment, the study was designed to evaluate customer-perceived service quality and customer satisfaction in the Nigerian banking industry. This research focused on the measurement of customer...