Relationships between system quality, service quality, and customer satisfaction
نویسندگان
چکیده
منابع مشابه
Discovering relationships between service and customer satisfaction
Organizations spend significant resources tracking customer satisfaction and managing service delivery. Although a great deal of effort is expended in understanding what goes on within each of these areas, little or no effort has been applied to identifying and quantifiing the relationships between the two. The objective of this research is to discover and establish potential relationships betw...
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Recent research has increasingly examined customer switching costs in regards to antecedents and relational outcomes. This study extends current research by testing a framework for understanding the underlying relationships between perceived service quality, switching costs, and customer satisfaction with a service provider. The findings of this study suggest that there is a significant and pos...
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This study examines some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services. The study employed statistical analyses, such as reliability analysis, factor analysis, and hierarchical regression analysis. The results of the study reveal that service quality and customer satisfaction positively affect customer loyal...
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This research has studied and ranked the service quality and its relation with customers' satisfaction in a bank in Iran. In the theoretical principles section, the concepts and denitions related to services, satisfaction, banking and research background have been studied. The statistical community of the study was all the bank customers that have referred to the bankand have had interest-free ...
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Purpose – Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e-service. However, the strength of this association can be impacted when businesses employ multichannel services (e.g. offering online and offline services). With multichannel services, any inconsistency in perceived quality across channels may result in customer distrust to...
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ژورنال
عنوان ژورنال: Journal of Systems and Information Technology
سال: 2018
ISSN: 1328-7265
DOI: 10.1108/jsit-03-2017-0016