... Limited 2026 Emerald Publishing Limited Licensed re-use rights only Consumer empowerment Customer satisfaction Customer complaint behaviour Digital voice of customer Quality 4.0 Customer complaint theories Consumer forums Complaints in monopolistic market Cross country complaint...

...Gomidu Boyagoda; Saduni Malsha Thalagala; Sanjula Lakruwan Pathirana; Shehan Jeewantha; Krishantha Wisenthige Purpose This study aims to explore the impact of system quality, information quality, service quality and customer empowerment on customer satisfaction and e-commerce success in Sri Lanka...

... commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at Link to the terms of the CC BY 4.0 licence . Quality 4.0 Digital voice-of-customer KA-VoC Map Quality tracking Customer satisfaction...

...Luay Jum’a Purpose This study examined how digital voice of the customer (DVoC) adoption influences customer satisfaction (CS) and firm performance in Jordan’s banking and telecommunications sectors, while also assessing whether trust in technology moderates the DVoC–satisfaction relationship...

...Michael Mba Allan; Clemence Alomenu; Peter Anabila Purpose The study investigates service quality in developing customer loyalty in Ghana’s auto detailing industry. The study also examines how customer satisfaction and service innovation indirectly and positively influence the relationship between...

...S.M. Sayem; Azharul Islam; Mohammad Rajib Uddin; Jarin Sadia Promy Purpose The study aims to identify the determinants of customer satisfaction in the electronic commerce (e-commerce) industry in Bangladesh. It also investigates whether acceptance of IT innovation mediates the relationship between...

...Safinaz Hassan Abourokbah; Khalid Sami Husain Purpose This study assesses the quality of health-insurance services and their impact on customer satisfaction, examining the mediating role of utilitarian value and brand image in this relationship. Design/methodology/approach Survey data were...

...Xenia J. Mamakou; Panagiotis Zaharias; Maria Milesi Purpose The purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within...

...Sachin Kashyap; Sanjeev Gupta; Tarun Chugh Purpose The present work has proposed and employed an innovative hybrid method based on the combination of factor analysis and an artificial neural network (ANN) model to forecast customer satisfaction from the identified dimensions of service quality...

..., confidence benefits, special treatment benefits, customer satisfaction and commitment. Design/methodology/approach An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness...

...Elisabeth Brito; Leonor Pais; Nuno Rebelo dos Santos; Cláudia Figueiredo Purpose The purpose of this paper is to ascertain the extent to which knowledge management (KM), customer satisfaction (CS) and organizational image (OI) discriminate quality-certified municipalities from non-certified ones...

...Daniel J. Petzer; Estelle van Tonder Purpose The purpose of this paper is to assess the mediating effect of customer engagement on the relationships between selected relationship quality and value antecedents (commitment, customer satisfaction, trust and customer value), and the consequence...

...Arash Ahmadi Purpose The purpose of this paper is to evaluate and analyze the influence of service convenience, service quality and customer satisfaction on the formation of word of mouth in airline industry. Design/methodology/approach The sample included 400 passengers who had experienced...

...Dongjun Rew; Joo Jung; Wonsuk Cha Purpose The purpose of this paper is to verify the relationship between productivity and quality in the services sector. More specifically, this study investigates the relationship between productivity and customer satisfaction and its effect on a firm’s...

...Miriam Borchardt; Marcelo Souza; Giancarlo M. Pereira; Claudia V. Viegas Purpose Branded car dealerships with best revenue by serviced car also have the best after-sales customers’ satisfaction level. The purpose of this paper is to present the analysis of the after-sales quality management...

... management through a case study approach for corrugated industries in India. A hybrid approach is employed by calculating coefficients of satisfaction with S-CR (customer requirements and customer satisfaction (CS)) relationship functions and self-stated importance evaluation. Findings Kano’s model...

... author and can be contacted at: shahabmaliks@gmail.com 27 02 2017 01 06 2017 22 06 2017 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Pakistan Loyalty Customer satisfaction In healthcare industry, the emergent...

...Mariam Shahzadi†; Shahab Alam Malik†; Mansoor Ahmad†; Asma Shabbir† Purpose The purpose of this paper is to explore the relationship between restaurant key attributes, customer satisfaction and behavioral intentions. The mediating role of customer satisfaction is assessed between restaurants’ key...

...Ana Rita Biscaia†; Maria J. Rosa†; Patrícia Moura e Sá; Cláudia S. Sarrico Purpose The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Although the results of the studies reported in the literature are often contradictory, the existence...

... on which to perform in order to improve customer satisfaction; their leadership and commitment to quality are fundamental in the process of implementing the quality management system, which helps ensure that the company provides a quality service that influences customer satisfaction. Biagio Simonetti...