... software. Findings The hypotheses were tested: (1) courier service quality positively affects customer satisfaction; (2) courier service quality has a positive direct and indirect impact on customer loyalty via customer satisfaction as a mediator; (3) courier service quality has an indirect negative...

... Productivity Customer satisfaction PQRS There is a global trend to follow the working techniques of the Japanese Management (Karkoszka and Honorowicz, 2009), as there has been a huge success for the Japanese organizations in the last couple of decades. Over the years, the Japanese workforce has...

...Mohita Maggon; Harish Chaudhry Purpose The purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM) program, customer attitude and their effect on relationship share (RS...

...) Confirmatory factor analysis (CFA) Measurement model Structural equation modelling (SEM) Perceived image Perceived value Service quality Customer satisfaction Image has been defined in several ways in extant literature because of the complex nature of the image construct. Brand image refers...

...Shibashish Chakraborty; Kalyan Sengupta Purpose The study is designed to explore the drivers of customer satisfaction of leading mobile network providers in a high‐growth market like Kolkata a metropolitan city in India. Design/methodology A framework was developed based on earlier study...

... adopted in managing the service stations. The important factors to achieve customer satisfaction in two‐wheeler service industry are identified. Data collected for this study encompasses: (1) questionnaire survey of the service stations, (2) questionnaire survey of the customers (3) formal interviews...

...Rajat K. Baisya; R. Sarkar In India, the domestic airline industry is also going through an interesting phase with three‐way competition between Indian Airlines (Government owned), Jet Airways and Air Sahara (private airlines). This paper looks at the role of customer satisfaction in the domestic...