... of use drives digital payment adoption and customer satisfaction, integrating perceived risk and trust as boundary conditions in India. Design/methodology/approach Data were collected from 589 users in Southern India. Least squares structural equation modeling (PLS-SEM) was used to evaluate...

...Abd-Elrahman Hassanein Abd-Elrahman Purpose This study aims to empirically explore telecommunications service quality (SQ) and its impact on the customer loyalty (CL) through a mediating impact of customer satisfaction (CS) during the COVID-19 pandemic crisis. Design/methodology/approach...

... 09 06 2021 © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Survival analysis Customer satisfaction Indian commercial banks Management in practice Bank stability High-touch and high-tech experience Kaplan–Meier estimator Population...

... delivered may contribute to end-customers’ satisfaction. Originality/value It contributes to the literature on satisfaction and service quality issues by incorporating ideological aspect, by investigating the feasible model of customer satisfaction in the perspective of alumni for IHEI. Specifically...

...Emre Sahin Dölarslan Purpose – The primary purpose of this paper is to determine the relative effects of perceived value and customer satisfaction on customer loyalty behaviors. The secondary aim focuses on addressing whether such personal characteristics as gender, age and levels of income...

... products. Pakistan Banks Islam Corporate governance Islamic banks Islamic corporate governance Shari'ah compliance Customer satisfaction Analytic hierarchy process In its essence, corporate governance facilitates relationships among owners, board of directors (BOD), investors...

... in the pharmacy shop sector allowing them to increase interaction with the shopping environment, improve customers' satisfaction, and raise customers' expenditures with facilities. Managers can make a real effort in trying to influence customer satisfaction by changing factors with a direct influence...

...Olgun Kitapci; Ibrahim Taylan Dortyol; Zührem Yaman; Mustafa Gulmez Purpose The aim of this study is to determine the paths between the five SERVQUAL dimensions, customer satisfaction and customer loyalty. Design/methodology/approach The paper is based on a sample of 505 supermarket customers...

... Consumer behaviour Social media Social networking sites Brands Communities Brand community Facebook Customer engagement Relationship benefits Customer loyalty Customer satisfaction Brand communities offer both firms and customers new ways to engage with each other. Whilst companies aim...

...Aayushi Gupta; Santosh Dev Purpose The purpose of this paper is to identify the factors impacting customer satisfaction in Indian banks and analyze their effects the level of customer satisfaction through a regression analysis. The primary contribution of this study is the analysis and resulting...

...Hardeep Chahal; Neetu Kumari Purpose This paper aims to examine the three dynamics of customer relationship management (CRM), namely, service quality (SQ), customer satisfaction (CS) and customer loyalty (CL) (long‐term relationship) in the healthcare sector. It specifically investigates...

...Diana L. Haytko; Christina S. Simmers Purpose The purpose of this paper is to explore the effects of human interaction versus interactions with technology in overall customer satisfaction with banking services, specifically, tellers versus Automated Teller Machines (ATMs) vs online transactions...

... Health services Identification Radiofrequencies Customer satisfaction Behaviour After years of continuing growth, the market of radiofrequency identification (RFID) software and services began showing weakening signs. ABI Research forecasted that 2007 revenue in RFID software and services...

...Zoe S. Dimitriades Purpose The present study attempts to contribute to the knowledge of how customer satisfaction, loyalty and commitment are defined and relate to each other in the Greek context. Design/methodology/approach It is based on 200 responses collected from 20 service providers...

... of the relationship between quality management practice and two key operational performance measures: productivity improvement and customer satisfaction. Design/methodology/approach A large database consisting of 962 responses from Australian manufacturing firms and 379 responses from New Zealand manufacturing...

... Limited 2006 Consumer attitudes Customer satisfaction Small to medium‐sized enterprises Internet Sweden Recently, developing a customer driven organisation is among the top priorities of most firms (Donovan and Samler, 1994). The responsibility of firms is how to gather customer...

... of the technology acceptance model. Nelson Oly Ndubisi can be contacted at: nelson.ndubisi@buseco.monash.edu.my © Emerald Group Publishing Limited 2006 Virtual banking Customer satisfaction Consumer behaviour Malaysia ASLI (2002) reported that in response to increased competition...

... at: nelson.ndubisi@buseco.monash.edu.my © Emerald Group Publishing Limited 2006 Virtual banking Product design Customer satisfaction Consumer behaviour Malaysia Prior studies on internet banking range from Sathye's (1999) study in Australia, Tan and Teo's (2000) research in Singapore...

... of customer satisfaction, employee empowerment and powerful management and statistical tools. Covers in some detail the processes used to assess and improve the unit and the difficulties overcome. Concludes that the experience helped the writer understand and appreciate the concepts of human resources...

...Hsu‐Hua Lee; Brian H. Kleiner States that inventory is the most significant financial asset of women’s clothing retailers, showing that the majority look at inventory management as a tool to improve customer satisfaction. Suggests that satisfying customer needs results in increased revenues...