Chow, Yuk Ting Hester; Li, Chi Ho; Mak, Shu-Lun; Li, … - In: Journal of industrial engineering and management : JIEM 15 (2022) 4, pp. 587-613
value perceived. The impact of service empathy on customer satisfaction in FSC is significantly diverse from LCC. Several … satisfaction, and customer loyalty and divided service quality into five dimensions. The findings show that assurance, empathy, and …, responsiveness, and tangibility of the service quality are the pre-conditions of customer satisfaction. However, only the reliability …