Analysis of service quality from the perspective of the customer has generated much attention. The scale most used to develop such studies is the SERVQUAL. This tool has undergone much criticism, mainly focusing on the situational instability shown by the dimensions in certain cases. This work...

The aim of this paper is to analyze factors influencing workers’ behaviors toward corporate social networks (CSN). Using the integrated model of technology acceptance and users’ satisfaction (Wixom and Todd 2005), the proposed research model explains the usage of a CSN by its perceived...

With the arrival of private schools and competition a new situation has arisen in which, due to long-term survival of some schools, it is necessary to consider marketing activities and service quality in the field of secondary education. It is well-known that during their secondary education...

A number of service companies focus on service differentiation nowadays. The companies that manage to deliver superior service are winners and may serve as an example of how the growth of services has changed business. The first part of the paper presents an analysis of the Croatian car rental...

In this paper we study homeowner satisfaction with respect to innovative residential heating systems. In particular, we focus on the role of attributes of the home, homeowners’ socio-demographic characteristics, RHS-related knowledge, and adoption motivations. For this purpose, we apply a...

The study was conducted to validate the application of DeLone & McLean¡¯s Information System (IS) success model (2003) in a local setup in Kenya and to evaluate the success of an enterprise resource planning (ERP) system from a user perspective. It was carried out at Coffee Research Foundation...

This paper gives a traditional review and meta-analysis of the literature on management support systems (MSS) success. Based on an extensive survey of published research in the problem domain factors, affecting MSS success as presented. Both a theoretical examination and an overview of empirical...

This paper tries to connect the successful implementation and operation of the ERP (Enterprise Resource Planning) information systems with people and their characteristics through a pilot survey. It examines the human factors that influence ERP user satisfaction. The presented survey tests 14...

This study analyses managers' (Chief Executive Officer (CEO)) satisfaction with strategic performance measurement systems (SPMS). The study investigates the effects of multidimensionality, causality and utilisation of performance measurement systems on managers' satisfaction. Therefore, we...