... 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...

... to ensure that their products are understood and accepted by their customers. This will eventually increase the survival rate of the banks. Originality/value The work made in this study is completely new. Survival analysis Customer satisfaction Indian commercial banks Management in practice Bank...

... 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. Abdur Rafik...

...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 and other...

... in the pharmacy shop sector allowing them to increase interaction with the shopping environment, improve customers' satisfaction, and raise customers' expenditures with facilities. Mark P. Mobach can be contacted at: m.p.mobach@pl.hanze.nl © Emerald Group Publishing Limited 2013 Customer...

...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...

.... It is important to mitigate the back‐end interoperability issues and create positive confirmation experience. Health services Identification Radiofrequencies Customer satisfaction Behaviour After years of continuing growth, the market of radiofrequency identification (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...

... 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 feedback effectively and use it to upgrade...

... 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 About a decade and half ago, internet was relatively alien...

... – strongly agree was used for the questions. The schema of the research model is shown below (Figure 1). Virtual banking Product design Customer satisfaction Consumer behaviour Malaysia The ratio of male respondents to female respondents is close, given the 51 per cent registered...

... 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...

...Ying‐Ni Chen; Brian H. Kleiner States that reduction in this period of time between design and delivery of the product to the customer can lead to improved profitability, higher levels of customer satisfaction and increased market share. Points out that most cycle time reduction programmes...