This paper presents an analysis of price and service quality effects through customer satisfaction on customer loyalty and recommendations in a business‐to‐business setting of mortgage credit. The research question is examined based on returned questionnaires from the largest companies in...

Purpose – The purpose of this paper is to attempt to identify the most salient attributes that influence customer satisfaction with retail banks in Kuwait and to determine the level of the overall satisfaction of the customers of these banks . Design/methodology/approach – A...

This paper deals with services provided within an organization, outlining a model to measure internal customer satisfaction and perceptions of internal quality. Adapting the concept of the service profit chain which is used still frequently to illustrate the relationship between external...

Purpose – Defining and measuring quality service is of importance to providers of hotel services. This study aims to diagnose the applicability of the perceived service quality measurement scale to European customers in a new emerging market which is North Cyprus – because tourism industry...

Purpose – The purpose of this paper is to propose a model to guide organizations according to the relative importance of customer's satisfaction about six quality service dimensions: reliability, empathy, assurance, tangibility, responsiveness (Parasuraman et al. , 1985) and price....

Purpose – This paper develops a research model to examine the relationship among e‐service quality dimensions and overall service quality, customer satisfaction and purchase intentions. Design/methodology/approach – Data from a survey of 297 online consumers were used to test the research...

Purpose – There is a pressing need for practitioners to adopt viable analytic procedures that may help them optimize resource allocation to strengthen customer satisfaction. This paper reviews a range of procedures used for measuring customer satisfaction that are identified in the literature...

Purpose – It has been accepted that enhancing the satisfaction of employees, especially customer‐contact employees is important as they can significantly and positively influence customers' satisfaction. In order to improve satisfaction of customer contact employees – caddies in Chinese...