this research aims to study the relationship between the components of quality costs and quality in company. the relationship between the components of quality costs and quality in company has been studied separately for materials, manpower, machinery, and whole of company. in this study, traditional method was used to collect quality costs and paf model was used to determine the components of ...

The monopoly of state ownership of telecommunication industry in Taiwan was lifted in 1997. In choosing an ISP, pricing was and still is a main differentiating factor in the mind of customers; however, service quality has emerged as a major concern among users lately. Management of ISP has discovered that service quality is important not only for attracting new customers, but, more importantly,...

It is commonly acknowledged that service quality can be measured by using attribute-based and incident-based measurements. Both methods are distinct in nature, but can be used complementary. However, in the literature a simultaneous empirical investigation of the power of critical incidents in relation to attribute scores is lacking. In this paper we merge both methods for assessing service qua...

Nowadays E-tailing has grown tremendously fast, which bring intensive competition in online business. E-tailers pay more attention to website management to acquire and retain customers. Information quality of website is vital to gaining and increasing customer loyalty in online market. This study validates that information quality has direct effect on customer satisfaction, and it investigates ...

The essence of data mining is to investigate for pertinent information that may exist in data (often large data sets). The immeasurably large amount of data present in the world, due to the increasing capacity of storage media, manifests the issue of the presence of missing values (Olinsky et al., 2003; Brown and Kros, 2003). The presented encyclopaedia article considers the general issue of th...

There's no such thing as data quality in general: it all depends on the particular business application [10]. With this in mind, we begin by introducing customer segmentation as a basic data mining application in analytical CRM. We describe the structure of the data mining environment and outline data selection as an essential, but difficult sub-problem. From there, we go on to develop three pe...

Supply chain quality is the assurance of product quality in its full life-cycle. Although supply chain quality control is a hot topic among researchers, supply chain quality prediction is actually an important but unsolved problem in manufacturing industry. In this paper, an approach of manufacturing supply chain quality prediction based on quality satisfaction degree is proposed to control sup...

This research looks into the influence of the service quality and price on customer’s satisfaction and loyalty of commercial airline service industry. The objective of this research is to test and analyse the effect of service quality and price toward customer’s satisfaction and loyalty. This research used primary data through a survey of 310 respondents. The respondents were passengers, who ha...

Virtual co-branding moves to the Web a popular practice in the physical world whereby a customer partner syndicates the services (e.g. product retail) of a provider partner in his own portal. However, virtual brand integration is more than offering each brand products in the same virtual space. Other aspects such as reliability, usability or quality of distinct supporting services should be agr...

With the growing recognition of the customer’s role in service creation and delivery, there is an increased impetus on building customer-centric organizations. Digital technologies play a key role in such organizations. Prior research studying digital business strategies has largely focused on building production-side competencies and there has been little focus on customer-side digital busines...