...André Luís de Castro Moura Duarte; Rafael Teixeira; Fausto Vinicius Martin Araujo; Vinicius Picanco Rodrigues Purpose Punctuality has become a critical customer satisfaction feature in attended home deliveries (AHDs). Since much of a customer’s satisfaction is built upon expectations, the purchase...

...Rafael Teixeira; Jorge Junio Moreira Antunes; Peter Wanke; Henrique Luiz Correa; Yong Tan Purpose This paper aims to measure and unveil the relationship between customer satisfaction and efficiency levels in the most relevant Brazilian airports. Design/methodology/approach The authors utilize...

...Kari Lepistö; Minna Saunila; Juhani Ukko Purpose This study investigates the effect of total quality management (TQM) on customer satisfaction, personnel satisfaction and company reputation. Design/methodology/approach The study results rely on a structured survey conducted among an extensive...

...-defect through the continuous improvement approach. Practical implications The study results aim to achieve zero-defect, help to improve customer satisfaction, reduce waste and rework in the manufacturing process. This framework is also used as a problem-solving approach to implement Six Sigma...

... modeling (SEM) to present the analysis and the results. Findings Findings indicate that CSRP along with additional constructs loyalty (L), reputation (R), customer satisfaction (CS) and competitive advantage (CA) have positive and significant impact on organizational performance (OP). Practical...

...Pushpender Kumar; Anupreet Kaur Mokha; Subash Chandra Pattnaik Purpose The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry...

.... Digital supply chain Industry 4.0 Total interpretive structural modeling (TISM) Redesign organization Supply chain management Customer satisfaction Henry Ford's automotive assembly line model marks the origin of the modern supply chain. The modern supply chain model has served well...

...–SEM) was deployed for analysis. Findings The results showed that service quality has a significant positive impact on customer orientation, customer satisfaction and relationship quality. On the other hand, customer orientation has been observed to positively impact customer satisfaction...

...-be and indifferent – have different impacts on customer satisfaction (Yu and Ko, 2012). The Kano model can be used to assess various aspects such as product development, supplier selection, logistics service attributes and supplier performance evaluation (Ghorbani et al., 2013 ; Shahin and Mohammadi...

...Marvin E. Gonzalez Purpose Customer satisfaction refers to the extent to which customers are happy and satisfied with the products and services provided by a business. The purpose of this paper is twofold: first, to integrate lean tools in the analysis of customer satisfaction and, second...

...Sanjaykumar R. Gangurde†; Saurabh S. Patil† Purpose The purpose of this paper is to apply the proposed methodology to develop the product as per customer’s requirements (CRs) and increase customer satisfaction (CS). Design/methodology/approach The companies are using different methods...

...Sadia Samar Ali; Rajbir Kaur Purpose The purpose of this paper is to evaluate the satisfaction level of customers using third party logistics (3PL) services in the Indian capital region and its surrounding areas. The American Customer Satisfaction Index (ACSI) model is used as a framework...

...Luciene Eberle; Gabriel Sperandio Milan; Eric Dorion Purpose The purpose of this paper is to identify and assess the perception of customers (students) about the services provided by Brazilian universities, through the identification of the attributes that impact on customer satisfaction...

...Ramakrishnan Ramanathan; Yun Di; Usha Ramanathan Purpose – In service sector, measuring quality of services is generally acknowledged to be difficult as it involves many psychological features. Hence, identifying the determinants of service quality and linkages with customer satisfaction...

... framework. Further, it also presents the relationship between SQ and CS in Indian Government and private hospitals. © Emerald Group Publishing Limited 2010 Customer satisfaction Hospitals Patients Customer services quality India The world's rising population and increasing standards...

... outcomes. This section provides an overview of the existing literature on the definition of service quality, its evolution, conceptualization and measurement and application in various sectors, and its influence on customer satisfaction. As service quality means “perceived service quality”, the literature...

... that patients and their expectations have not been largely considered in designing benchmarking systems in most economies (Guven‐Uslu, 2005). This finding has been supported by research in other service sectors such as tourism where it has been found that both internal and external customer satisfaction has...

... for internal customer satisfaction. Design/methodology/approach The objectives of this research have been achieved through reviewing a number of literatures in the fields of services quality management and tourism quality measurements. The paper's outcomes have been obtained through two surveys, one...

... to a point where they consume the least amount of resources while imparting the maximum value (in the sense of customer satisfaction) to the output. Design/methodology/approach Using a real world case study, the paper demonstrates that the marriage of two tools – QFD and benchmarking – is synergistic...

..., dragging down the international airline industry. USA probable military actions against Iraq posing additional threat to the airline industry. Total quality management SWOT analysis Business performance Customer satisfaction Airlines China The airline industry has undergone...