...Hui Shan Loh; Jia Le Lee; Yimiao Gu; Helen Shanyin Chen; Huay Ling Tay Purpose The introduction of digitalisation in the shipping industry has fundamentally transformed traditional business models. This necessitates an investigation of its impact on customer satisfaction. This study aims to adapt...

... Group Publishing Limited 2013 E‐banking Customer satisfaction Factor analysis Regression Strategy Banks India In India, the banking sector has gone through rapid changes due to the recommendations suggested by the Narsimham committee. The second Narasimham committee...

...Jaspal Singh; Gagandeep Kaur Purpose The purpose of this paper is to determine the factors that have an impact on customer satisfaction as regards the working of select Indian universal banks. Design/methodology/approach The study was conducted using the survey method. Data were collected...

...Amjad A. Abu‐ELSamen; Mamoun N. Akroush; Fayez M. Al‐Khawaldeh; Motteh S. Al‐Shibly Purpose The purpose of this paper is to examine the relationship between customer service skills and customers' loyalty through examining the mediation effect of customer satisfaction dimensions in Jordan's mobile...

... and maintenance shops, and(gasoline) filling stations, each of which are characterized by differing degrees of intangible service provision. Our results show that customer satisfaction either fully or partially mediates the relationship between consumers’ perceptions and their loyalty. The direct or indirect...