today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...

The goal of the study is to analyze factors of website quality that could influence e-banking customer satisfaction in the Chinese commercial banking industry. Moreover, the paper also tries to explain the relationship between website quality and customer satisfaction, and to find some major variables for keeping high level e-banking customer satisfaction. The data demonstrated that website qua...

The objective of this study was to develop a research model that examines direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention on basic and advanced retail Internet banking users in Hong Kong. An online questionnaire was employed as the means ...

This study aims to reveal the influence between CRM, SST, customer satisfaction and loyalty variables with mediation of patient in outpatients Indriati Boyolali Hospital. research used a quantitative descriptive approach—data collection using questionnaires, observations documentation. The location was Hospital which is located at Jl. Raya Boyolali-Semarang No.KM. 02, Mojosngopermai, Mojosongo,...

From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is al...

Customer segmentation involves an identification of distinct customer groups. Traditionally, customers were segmented by some criteria such as location, type of business, and customer value. In this paper we determine a methodology for identifying appropriate customer segments by using customer satisfaction-demanding behavior that is characterized by the disparity of derived global satisfaction...

The purpose of this study was to determine the effect E-CRM and E-Marketing on customer loyalty intervening satisfaction consumers PT. Indofood. In study, authors use Structural Equation Modeling (SEM) with Partial Least Square (PLS) approach answer research problems related variable satisfaction. This indicates that based results hypothesis testing, affects satisfaction, as well testing

The purpose of this study is to test s structural equation model which aims to explore the extent to which customer lifetime value (CLV) is impacted by customer perceptions of value, satisfaction, and loyalty. A series of examinations revealed that (1) customer value (CV) impacts customer satisfaction and loyalty directly and positively; (2) customer satisfaction is directly and positively rela...

The quality experience for a product and service is essential creating customer satisfaction brand loyalty. This study aims to test the CEPQ scale validity reliability evaluate relationship between experiential quality, satisfaction, loyalty academic managerial purposes. Within scope of research conducted in Turkey, online data was collected from 530 mobile phones 665 computer users over 18. fi...

Purpose— This study aims to explore the factors affecting customer satisfaction in using mobile telecommunications; and investigate the relationship between customer satisfaction and behavioral intentions in mobile telecommunications service. Design/Methodology— A survey questionnaire was used to collect data from 400 respondents in Bangkok, Thailand. The multi regression was used to analyze an...