Service failure is a common problem that creates feelings of displeasure and dislike among consumers towards the service. Such feelings trigger negative word of mouth (NWOM) and desire to take revenge due to the anger and regret they feel caused by the service failure. However, there seldom any...

This research aims to identify and measure the influence of factors affecting customers' loyalty for gym service at K.I.M Center by surveying 640 customers using the gym service at K.I.M Center. Cronbach's alpha, EFA, CFA and SEM analysis were used in the study. The results of the model tested...

This research has four specific objectives: (1) identifying factors that affect customer satisfaction with less than container load (LCL) cargo services of logistics companies in HoChiMinh City (HCMC), (2) measuring the level of impact of the factors, (3) testing the difference in satisfaction...

This research uses structural equation modelling (SEM) to test the correlation between service quality of the tourism destination and the satisfaction of the tourists who have visited Hội An ancient town. SERVQUAL scale (Parasuraman et al, 1988) was used correctedly. The research also uses the...

The problem addressed in this study is that the impact of the customer experience on the achievement of positive customer outcomes is still unknown in Arabic restaurants. Hence, the aim of this study is to explore the effect of brand experience, as measured through sensory, emotional,...

This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...