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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

relationships among hotel employees' service attitude, service quality, customer satisfaction, and loyalty. Design … also finds that service quality and customer satisfaction have a significant influence on customer loyalty. Research … and service quality, customer satisfaction and loyalty. Knowledge of these relationships can guide managers in China's new …

Persistent link: https://www.econbiz.de/10013185564

Hybrid cluster analysis of customer segmentation of sea transportation users

Cahyana, Bambang Eka; Nimran, Umar; Utami, Hamidah Nayati; … - In: Journal of Economics, Finance and Administrative Science 25 (2020) 50, pp. 321-337

Purpose - The purpose of this study is to apply hybrid cluster analysis in classifying PT Pelindo I customers based on the level of customer satisfaction with passenger services of PT Pelindo I. Design/methodology/approach - Hybrid cluster analysis is a combination of hierarchical and...

Persistent link: https://www.econbiz.de/10013192183

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

Role of service quality, price, and firm image on customer satisfaction in Philippine accounting firms

Brucal, Sandra; Corpuz, Cris; Abeysekera, Indra; David, Raul - In: Journal of Risk and Financial Management 15 (2022) 2, pp. 1-16

This study examines the service quality of accounting firms in Pampanga, Philippines, and their customers' satisfaction. Using the SERVQUAL model, the study explores the effect of service quality, price, and firm image on client satisfaction of accounting firms. The study conducted a field...

Persistent link: https://www.econbiz.de/10013201378

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

Exploring the influence of the human factor on customer satisfaction in call centres

Chicu, Dorina; del Mar Pàmies, Maria; Ryan, Gerard; … - In: BRQ Business Research Quarterly 22 (2019) 2, pp. 83-95

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...

Persistent link: https://www.econbiz.de/10013327669

Understanding drivers of self-service technologies (SSTs) satisfaction and marketing bottom lines: Evidence from Nigeria

Ugwuanyi, Chidera C.; Oraedu, Chukwunonso; Ifediora, … - 2022

Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular across various retail service settings. Having been introduced into the Nigerian banking space, the level of customers' satisfaction from the system is still unknown given that it has disrupted the...

Persistent link: https://www.econbiz.de/10013330053

Correlation between customer relationship management system usage, product innovation, and customer satisfaction

Elfarmawi, Wouroud - In: Foundations of Management 11 (2019) 1, pp. 23-32

This quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size...

Persistent link: https://www.econbiz.de/10012601068

Impact of value co-creation on international customer satisfaction in the airsoft industry: Does country of origin matter?

Menet, Gabriela; Szarucki, Marek - In: Journal of Risk and Financial Management 13 (2020) 10, pp. 1-23

The paper's objective is to investigate the impact of value proposition co-creation on international customer satisfaction in the airsoft industry. This empirical paper aims at answering a question "Which factors influence satisfaction of the international customers involved in the process of...

Persistent link: https://www.econbiz.de/10012611474

Consumer behaviour towards organic products: The moderating role of environmental concern

Cachero-Martínez, Silvia - In: Journal of Risk and Financial Management 13 (2020) 12, pp. 1-13

The pandemic caused by COVID-19 has changed the mindset of many consumers. They are increasingly aware of the risks of not caring for the planet. Before the pandemic, there was a perceived increase in collective environmental concern and sustainability, but COVID-19 has further accelerated this...

Persistent link: https://www.econbiz.de/10012611557